Some advice please..

shoppaholic_returns

Hi, I have sold an item, and sent it the day after, first class recorded. Tracked item arrived at address which appears to be a block of flats, have signature etc and proof of delivery.

Buyer now claiming they have not recieved item, I have asked them to check with others, but where do i stand with ebay if buyer still claims they cant find item?

Thanks

soolin

If you have a tracking number that shows item was received at the buyers address that paypal gave you then you can win any ebay or paypal claim. However, work with the buyer to try and track it down as a bit of goodwill never goes amiss.

the_lunatic_is_in_my_head

As you have proof of delivery you would win an INR claim. The issue you have with flats is the building may likely be a multi-drop address at which point the postman can hand the parcel to the first person to open the door.

Royal Mail have an obligation to deliver to an address so have fulfilled their contract, you have an obligation to delivery to your customer and they are disputing this. Unfortunately the tracking/signature doesn't release you of your obligation.

You can file a form with RM to dispute a signature and/or you can ask the buyer to report the theft of their parcel to the local police and obtain a crime reference number but ultimately if the buyer genuinely doesn't have their parcel you should resolve.

The buyer should be patient whilst you attempt to look in to the matter but I would try the local delivery office and see if by some slim chance the postman remembers who took the parcel. If on a regular round he may know which flat number the person who signed lives at.

I'm not sure when it starts but Royal Mail will soon officially be able to leave a parcel with a neighbour and I think this type of issue will be more common.

shoppaholic_returns

Thanks to both of you!