advise needed. package i sent not arrived

FloFlo

frivolous_fay wrote:

'He has asked paypal for a refund.'

Unless this was the first contact the seller had, which I doubt, then the seller should have resolved this without the need for paypal to enforce a refund.

cindyhove

my buyer and I have exchanged emails regarding the non arrival of the packeg I sent him. He has now escalated this to a paypal claim.
How am I supposed to respond to this? The only options that seem to be available are a) refund the buyer in full, b) I have proof of postage or c) I have already refubnded the buyer.
As none of these options are applicable how do I proceed? The buyer has stated that he doenst believ taht I am fraudulent, nad that we have currently both lost out on the transaction, but I am at a total loss as to what I am supposed to do next.
Any help for me?
Thanks

Sugar_Coated_Owl

You will need to refund the buyer.

Did you obtain a certificate of posting for the item?

cindyhove

No I didnt. I printed out all the special delivery postage from my PC, but didnt realise (have since learnt!) that I still needed to queue up for the form to be stamped and for me to be given the proof of postage thingy.

Does paypal always find in favour of the buyer? I don't like the sound of that really. They SAY they will decide and I am happy (i suppose) to go along with that if I have to, but if they always decide in favour of the buyer what is the point of it?

I realise that both the buyer and I are out of pocket, but why should it fall to me to take the loss?

StaffsSW

If a buyer emails me with a lost or late delivery, I always ask them to wait 15 days from postage, then email me again.

Items up to £32 I can claim back in full from Royal mail - they need details of the auction, the proof of postage and confirmation (email from buyer) that it has not arrived. Ask for form P58 from the Post Office.

Despite the advances of smartstamp and other methods of postage, I still prefer to wait in a queue with a box of parcels. This way I always get my Proof of Posting, and I feel I am doing my bit to justify the retention of our post office network - but that's another political rant for elsewhere!

As a seller, I have always refunded low value items without quibble, even if I feel I may be having my leg lifted. I have maintained 100% record over 3000+ transactions, and for the sake of a few quid that I can get back from the PO, it is not worth the mither to argue and risk negs etc.

Anything over £32 I will send Special Delivery or DHL dependant on weight/size etc. Paypal claims will only be succesful with an ONLINE TRACKABLE delivery method. Recorded delivery is not good enough for them!

cindyhove

stevew8975 wrote:

Items up to £32 I can claim back in full from Royal mail - they need details of the auction, the proof of postage and confirmation (email from buyer) that it has not arrived. Ask for form P58 from the Post Office.

(QUOTE]

Problem is I dont have proof of posting.

Sugar_Coated_Owl

cindyhove wrote:

Does paypal always find in favour of the buyer? I don't like the sound of that really. They SAY they will decide and I am happy (i suppose) to go along with that if I have to, but if they always decide in favour of the buyer what is the point of it?

I realise that both the buyer and I are out of pocket, but why should it fall to me to take the loss?

PayPal will find in favor of the buyer if you the seller cannot provide online tracking for the item.

It is your responsibility as the seller to ensure that the item arrives or if not to provide a full refund. Unfortunately because you don't have a COP in this case you will have to accept the loss.

StaffsSW

I'm not 100% certain on this but if you use SmartStamp, you may be able to use the proof of purchase instead. I've not used it myself, so not sure of what records or reporting it provides, but if you have had to fill out Special Delivery details, this may be worth a try?

soolin

No, even with Smartstamp Special delivery items need to be handed over to the post office clerk so the receipt can be stamped as it is handled seperately.

As the others have said to protect yourself against loss in the post you MUST have a certificate of posting for items under £32, or a special delivery slip for items over £32. Parcels can also be used with appropriate nsurance as whilst it doesn't track for Paypal purposes it does cover you against loss.

Going back to the original question, as you say you have 2 choices to close the dispute. Either prove delivery using a paypal accepted method, which you can't do, or refund in full. I can't see you have any other choice in this matter.

Royal mail do lose items, it happens (insert my story here about my mothers birthday present) you must insure yourself against their infficiency.