ebayer buyer says item not received

youwhat

hi

sorry this has probably been asked a million times before. did try to search but no joy!

sold something on ebay about a month ago. buyer did not pay for over a week. i sent them a reminder email and they paid up, apologising for the delay.i posted the item on 03/10/2011 and marked it as despatched on the ebay website. buyer has now emailed me to say they did not receive the item. i have got proof of postage.

do i just need to refund them and claim off royal mail? no reason to believe the buyer is no genuine, although bit annoyed they have waited so long to contact me.

thanks

theonlywayisup

Assuming this is UK and first class, then it is time to refund. If you are on amicable terms with your buyer they may cancel the transaction too, which will allow your FVF to be refunded.

Then you claim from Royal Mail.

soolin

youwhat wrote: »

hi

sorry this has probably been asked a million times before. did try to search but no joy!

sold something on ebay about a month ago. buyer did not pay for over a week. i sent them a reminder email and they paid up, apologising for the delay.i posted the item on 03/10/2011 and marked it as despatched on the ebay website. buyer has now emailed me to say they did not receive the item. i have got proof of postage.

do i just need to refund them and claim off royal mail? no reason to believe the buyer is no genuine, although bit annoyed they have waited so long to contact me.

thanks

Unfortunately yes you will have to refund.

youwhat

thanks for quick replies. find ebay processes impossible to work out!

ThinkingOfLinking

theonlywayisup wrote: »

Assuming this is UK and first class, then it is time to refund. If you are on amicable terms with your buyer they may cancel the transaction too, which will allow your FVF to be refunded.

Then you claim from Royal Mail.

(touches wood) I have never yet had an INR but you know, I never even thought to ask for a cancellation on such an item after refunding. Smart thinking and I'll bear it in mind should I ever be in this boat myself in the future.:cool:

Obviously_the_best

why do people get annoyed they waited so long, they were helping you by seeing if it turned up instead of bothering you about it, as RM does suffer delays sometimes

here is a link to the royal mail claims procedure and claim forms are at the bottom of the page http://www2.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process

youwhat

one more thing ... do i (or they) need to open some case/dispute (can't remember exactly what its called!) to formalise things or just get i with it and refund? thanks all for replies.

Obviously_the_best

just refund, dispute go against you so just refund