Help - Lost item and buyer has closed her account

bargainsearcher

I am fairly new to selling but this has happened to me once before. However, last time the buyer was really patient, I explained that I couldn't open a case with Royal Mail until it had been missing for 15 days. Amazingly the item turned up 14 days after posting, and this was by recorded delivery.
Not so lucky this time. The undelivered item was posted Tues 31 May (day after bank holiday) and seller emailed me this Tues to say it hadn't arrived (sent by recorded delivery). I sent buy a really polite email stating that sometimes there are unavoidable delays, suggested contacting posting office in case they were not in when the item was delivered and if item didn't turn up by the beginning of next week I would refund. She has now taken a case out against me, but I also notice her account has been closed.
Used tracking on Royal Mail site and this states 'the item is being progressed through our network for delivery. In other words she is being a little hasty.
The message she has left on the 'open case' is a bit snotty, but I havn't replied yet.
Any ideas.

soolin

The 'progressing through the system' email is the standard one that you get with recorded, it is rarely updated in many areas so it is very likely you will have to refund. If buyer is happy to wait until Monday then check message again then and refund if it has not updated. It is best to get the refund complete before it is done for you as you can often avoid a seller strike for refusing to refund.

pulliptears

bargainsearcher wrote: »

I explained that I couldn't open a case with Royal Mail until it had been missing for 15 days.

item was posted Tues 31 May

if item didn't turn up by the beginning of next week I would refund. She has now taken a case out against me, but I also notice her account has been closed.

You need to refund your buyers a lot more quickly. They shouldn't have to wait until you can open a claim with Royal Mail.

Refund your buyers then take it up with RM.

bargainsearcher

Thanks for your replies. Unfortunately, I didn't have chance to refund her as paypal have already done it! I didn't even get chance to reply and she only lodged the case this morning.
Anyway, a couple more questions. What happens if she does eventually receive the package, I will be able to keep an eye on this as it was recorded delivery. Secondly, how do I make a claim with Royal Mail if I don't have a receipt for the item.

soolin

bargainsearcher wrote: »

Thanks for your replies. Unfortunately, I didn't have chance to refund her as paypal have already done it! I didn't even get chance to reply and she only lodged the case this morning.
Anyway, a couple more questions. What happens if she does eventually receive the package, I will be able to keep an eye on this as it was recorded delivery. Secondly, how do I make a claim with Royal Mail if I don't have a receipt for the item.

Firstly are you sure the dispute has been closed as it is too fast for a paypal claim if the dates you gave are correct. It might be that paypal are just holding your funds ending an outcome.

If you are a private seller then RM will refund the ebay cost and you'll need to print out the page that shows the paypal refund and the ebay sale page as proof.

Lastly, have a very thorough look at your expanded seller dashboard, if you are a small seller and have more than one warning or set of low stars on there consider closing your account and starting a new one rather than risk being suspended as a low performer

custardy

soolin wrote: »

The 'progressing through the system' email is the standard one that you get with recorded, it is rarely updated in many areas so it is very likely you will have to refund. If buyer is happy to wait until Monday then check message again then and refund if it has not updated. It is best to get the refund complete before it is done for you as you can often avoid a seller strike for refusing to refund.

I dont know if its national but my old office has a hard on for RD at the moment
they are actively checking what RDs staff have and whether the tracking being fully completed

Mrs_justjohn

bargainsearcher wrote: »

Thanks for your replies. Unfortunately, I didn't have chance to refund her as paypal have already done it! I didn't even get chance to reply and she only lodged the case this morning.
Anyway, a couple more questions. What happens if she does eventually receive the package, I will be able to keep an eye on this as it was recorded delivery. Secondly, how do I make a claim with Royal Mail if I don't have a receipt for the item.

I am afraid this doesn't make sense? If she started an INR dispute this morning you will have got X number of days to respond with tracking info. If you have responded with tracking info then it will still take them a few days (normally) to review it.

Abbafan1972

I sent 4 parcels on Tuesday. 3 by SD and 1 by RD. Even the RD item has been updated with "the item has been delivered" blurb and the electronic signature.

This didn't used to happen.

soolin

custardy wrote: »

I dont know if its national but my old office has a hard on for RD at the moment
they are actively checking what RDs staff have and whether the tracking being fully completed

I think Greater London in broken

About an hour ago the prettiest postwoman ever (and I am talking model looks here) just arrived with my special delivery items (a bit late but hey ho) and apologised that we would have no mail at all today as the rounds are now too big to deal with, we will probably get some tomorrow apparently.

I have so much 'late' post now that it is getting beyond a joke, I have at least 8 things 'late' from Ebay, it is unlikely to be the sellers fault but it is very frustrating. When I do get post it is a random assortment pushed through the letter box of mine and other local addresses post, recorded, non recorded junk mail-the lot.

custardy

soolin wrote: »

I think Greater London in broken

About an hour ago the prettiest postwoman ever (and I am talking model looks here) just arrived with my special delivery items (a bit late but hey ho) and apologised that we would have no mail at all today as the rounds are now too big to deal with, we will probably get some tomorrow apparently.

I have so much 'late' post now that it is getting beyond a joke, I have at least 8 things 'late' from Ebay, it is unlikely to be the sellers fault but it is very frustrating. When I do get post it is a random assortment pushed through the letter box of mine and other local addresses post, recorded, non recorded junk mail-the lot.

I did say many times folks have no idea whats coming.
the new rounds and more to the point the methods designing them is flawed
my old office went park and loop 2+ years ago(they new 2 in a van system all offices are going)
guess what,they are now looking at dropping park and loop(because it doesnt work) and doing a hybrid version with different delivery times for driver vs foot postie etc etc but with foot deliveries hitting 4.5 hours(thats a long long time to be walking!)
yet RM are still pushing on with park and loop?

soolin

I was going to say that I have no idea what RM is up to, but I think we all know what they are doing. I had a lovely chat with the post lady, she says she is rushed off her feet, no breaks and is constantly being switched to new rounds she doesn't know or sent out in a van 'late' like today.

Added to that my centre is being split back into mail sorting and a delivery centre as we are taking some of the Inner London overflow. So instead of one big centre on one site it is beign split and staff have to work between the two sites.

It is such a shame as RM was working OK, it was cheap, relatively successful time frame wise, yet they decide to privatise it and want to run it down first to make the general public think privitisation is the only way forward.