Ebay - buyer never received item that was sent recorded delivery

Princess_x

Hi. I just started a new business this month on ebay. Today i had a message from a buyer stating that they didn't receive the item that they needed on time for 31st January, so I checked the tracking number and it's still in the royal mail system and hasn't been delivered yet. It was sent on the 23rd via first class recorded.

My question is, what do I do? I know I have to make a claim if it's not been delivered within 15days, but what do I do in terms of the buyer? Do I have to refund them or send a replacement? Or can I wait until after the claim? I have no idea what to do as it's the first time this has happened and I'm sure it won't be the last and as you can imagine, I'm pretty new to all this.

theonlywayisup

Hi, unfortunately recorded doesn't track in some areas. Your item may never show as being delivered. You can try and ring Royal Mail and ask them if they can check on their (more detailed) intranet to see if the parcel can be updated, but tbh it's a long shot.

If you can, try and get the buyer to wait a few more days, whilst you make some enquiries. Firstly you should confirm their full postal address, then perhaps ring their local delivery office (you know what the parcel looks like so can describe it). Explain to the buyer that you will offer a replacement if that's what they would like, or a refund but if they could just bear with you a couple of days whilst you try and locate it for them.

A claim to RM can take an eternity. So refund or replace when you have done as suggested. Then submit your claim to RM.

paadzer

They may have had it delivered and were not asked to sign for it and now want a cheeky refund. I received a recorded delivery item not long ago that was put in the letter box with my regular post and I never signed for it.

vicx

paadzer wrote: »

They may have had it delivered and were not asked to sign for it and now want a cheeky refund.

You could be right but if your buyer states the item has not been delivered then you have to treat is as undelivered and claim from Royal Mail.


OP, as it was only sent on the 21st there is still time for the item to be delivered (hopefully tomorrow or monday). Ask your buyer to kindly wait a few more days to see if the item turns up before processing a refund as it is less than a week since posting. First class is usually delivered within 2 days but there are delays at times.

Recorded Delivery does not always get a signature and if a signature is requested it does not always update online - many here will tell you it is a waste of 77p. It is best to send items under £46.00 by standard post as the item/s will still be insured against loss or damage. Items over £46.00 should be sent by Special Delivery or Courier, depending on weight.

CouponWoman

Princess_x wrote: »

Hi. I just started a new business this month on ebay. Today i had a message from a buyer stating that they didn't receive the item that they needed on time for 31st January, so I checked the tracking number and it's still in the royal mail system and hasn't been delivered yet. It was sent on the 23rd via first class recorded.

My question is, what do I do? I know I have to make a claim if it's not been delivered within 15days, but what do I do in terms of the buyer? Do I have to refund them or send a replacement? Or can I wait until after the claim? I have no idea what to do as it's the first time this has happened and I'm sure it won't be the last and as you can imagine, I'm pretty new to all this.

From personal experience I would recommend you do the following.

Ring the customers local sorting office, there is a chance its sat there waiting for collection.

If it is you can tell the customer and she can get it.

if its not at the sorting office call Royal Mail and ask them to check there own system. it might have been delivered and the website not updated yet.



This has happened to me on several occasions and each time the parcel has been at the sorting office waiting for collection by the buyer.

Good luck

xx

J_J_Carter

As a business, you should be able to offset losses against tax.

custardy

theonlywayisup wrote: »

Hi, unfortunately recorded doesn't track in some areas. Your item may never show as being delivered. You can try and ring Royal Mail and ask them if they can check on their (more detailed) intranet to see if the parcel can be updated, but tbh it's a long shot.

If you can, try and get the buyer to wait a few more days, whilst you make some enquiries. Firstly you should confirm their full postal address, then perhaps ring their local delivery office (you know what the parcel looks like so can describe it). Explain to the buyer that you will offer a replacement if that's what they would like, or a refund but if they could just bear with you a couple of days whilst you try and locate it for them.

A claim to RM can take an eternity. So refund or replace when you have done as suggested. Then submit your claim to RM.

no need
http://www.royalmail.com/trackdetails

custardy

CouponWoman wrote: »

From personal experience I would recommend you do the following.

Ring the customers local sorting office, there is a chance its sat there waiting for collection.

If it is you can tell the customer and she can get it.

if its not at the sorting office call Royal Mail and ask them to check there own system. it might have been delivered and the website not updated yet.



This has happened to me on several occasions and each time the parcel has been at the sorting office waiting for collection by the buyer.

Good luck

xx

that would mean the RD hadnt been scanned on delivery,after delivery,or when placed on the shelves
possible but unlikely