Non recieved item

Betty_Boop

I have a buyer who is stating she hasn't recieved the item I sent her.

It was only a paperback book which went for 50p, P&P was £1.30

Suggestions as to what to do next? I obviously don't want to get a neg feedback from her.
Should I repay her the cost (50p) and not the P&P?
P&P insurance was not offered.

stavros_2

if you didn't get a recorded delivery then there isn't really much you can do other than refund here....i suggest you always send an item recorded/special delivery to avoid a buyer claiming it never arrived

heatherw_01

You should use proof of postage which is free from Royal Mail. There isn't much you can do as you cannot prove that it was lost in the post.

stavros_2

sorry, yeah that's a good point about proof of postage if you don't mind giving a refund back for the item for the few that don't turn up...i was thinking more from the selling of more expensive stuff side (through paypal esp.)....if your item's quite cheap like yours then just ask for proof of postage when you mail it....your covered up to £28 (but it might take you a while to get it back)

soolin

Like Stavros says always post via the post office and get proof of postage (which is free). For more expensive items I would use recorded delivery and for goods over £28 I would use special delivery.

The post office are pretty good about refunds, but you can't start the process until 15 working days as the parcel isn't considered lost until that point. However, I usually refund my buyers after about 10 days or so rather than expect them to wait for the post office to pay me.

Soo

motorguy

I agree - use special delivery where feasible - i think the weight restriction is 4 Kg. Its also worth noting that standard parcels can be quite cheap AND you can put insurance on the item. For example, i recently shipped a DELL PC base unit via standard parcels for £11.21 plus a further £1.50 or so to cover it up to £250. Can't be bad?

Hintza

For once I disagree with Soolin.


If you sell a lot and are paying recorded/special delivery the cost soon adds up. I personally send items below £28 with proof of postage only you will get your money back (less the Postage fee ...which is rediculous. Items below about £40 I will send recorded after that I will use special delivery or if I have an uneasy feeling about a buyer I will pay for a higher service.

Its a bit of self insurance and you really have to decide how many are or have got lost and work out the extra costs to the Post Office versus how much you are likely to lose on the odd item going astray.

If I was selling only one or two items I guess I would probably pay for the higher protection more often.

At the end of the day you just need to do some sums.

stavros_2

Hintza wrote:

For once I disagree with Soolin.


If you sell a lot and are paying recorded/special delivery the cost soon adds up. I personally send items below £28 with proof of postage only you will get your money back (less the Postage fee ...which is rediculous. Items below about £40 I will send recorded after that I will use special delivery or if I have an uneasy feeling about a buyer I will pay for a higher service.

Its a bit of self insurance and you really have to decide how many are or have got lost and work out the extra costs to the Post Office versus how much you are likely to lose on the odd item going astray.

If I was selling only one or two items I guess I would probably pay for the higher protection more often.

At the end of the day you just need to do some sums.

couldn't you just put these costs on the p&p costs in your auction then you wouldn't really be paying them?

Betty_Boop

Interesting replies people - thanks.
I'll let you know how it pans out.