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Buyer has not received item. How to issue refund?

Hi all

Sold an item on ebay and sent it on Friday. Buyer has been touch stating that the item has not been received. I have e-mailed buyer asking them to wait a few days and if still not received I will seek advice and issue refund.

I have now looked up what to do and I need to issue a refund and then seek a claim off royal mail - that is fine.

The question I have is when do I do this?

The item was bought for £40.00 so understandably they probably want to know the money is safely in the back in their account and I don't want to worry them by thinking I am not going to refund it, but where do I stand as far as Royal Mail is concerned?

If I refund the money and then the item turns up, I am guessing royal mail will know this? (I only have certificate of posting) do I have to rely on the goodwill of the customer to pay me back the money? or can I then make a claim back through paypal/ebay?
Is it best in my head to think I have lost this money and if I get compensation then great??? I am really upset at this, I have never had a parcel go missing - lucky I guess!

I know there is still plenty of time for it arrive, but they buyer is worrying and in turn is making me worry.

Sorry for the ramble, thanks for any advice
Ax

Comments

  • hermum
    hermum Posts: 7,123 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    How did you post it? Even for first class I would be asking the buyer to wait until the end of the week.
    2nd class or parcel I wouldn't expect it to get there yet.
    I think that you have a fairly impatient buyer.
  • AllyS
    AllyS Posts: 359 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Yup I agree :)

    I have asked her to wait until Saturday as this is what the post office recommended. It was sent first class and was a parcel.

    I have asked her if she would like me to scan proof of postage and e-mail it to her, thought it might be some reassurance that I had sent the item and it was just taking a while.

    Thanks for reassurance :)
  • hermum
    hermum Posts: 7,123 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    If it's a parcel, it could be at the delivery office, as she may not have been in when it arrived, not all posties leave a card.
    It may be worth you tracking down a phone number & giving them a call.
  • If you sent it last Friday I'd be asking them to wait until next Friday, I'd also confirm their address before refunding. A buyer that contacts a seller 2 working days after dispatch complaining of INR is a pain in the ....

    If you claim from Royal Mail they'll ask for proof of value (usually an original invoice rather than what it sold for although I have had the sale price paid in the past by arguing the item is no longer manufactured and so irreplaceable) and pay this plus the postage you paid.
    In the game of chess you can never let your adversary see your pieces
  • soolin
    soolin Posts: 74,408 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    A bit off topic but I have only today received back an item as 'addressee failed to collect' , it was sent about 6 weeks ago and a refund has already been issued and feedback left both ways.

    So stuff does arrive back- sometimes- if buyer fails to collect, so hopefully assuming you have a return address on it you will get it back eventually.
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • AllyS
    AllyS Posts: 359 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Thanks everyone for your replies.

    I e-mailed the seller and asked if she could wait until Saturday for a refund, I spent a lot of time on my reply and made it as sympathetic as possible. Luckily it seems my buyer is a lovely lady and said what a nice message I sent to her :j

    It seems at the moment the item still hasn't arrived and I will be out of pocket for the time being at least, but hopefully it may turn up one day or I may get a refund from Post office - fingers crossed the item still arrives.

    Thanks again for all the great advice.
    Ax
  • I put in a claim with the Post office for an item £40 value I sent in August recorded delivery (it still shows not delivered on the track and trace site) they wrote in Sept saying to wait 30 days while they investigate, which I have, I rang them yesterday and they said they were still waiting to hear from the person I sent it too so would write to him again and I would have to wait another 30 days. I think this is awful service as there is proof from the track and trace that the item was never delivered yet they still won't payout :( not happy with royal mail.
    You can put in a claim with Royal Mail 15 days after the item was posted, you have to fill in claim form you get from PO and send pages from ebay and paypal to show value. You'd be waiting at least 4 weeks from sending in the claim til they send you a cheque. I've had a few things not turn up this year, been selling for 4 years before without any problems.
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