New to Ebay and buyer has opened a case

power-ranger

Just a quick update.

Royal Mail have yet to reimburse me for the item(s) that went 'missing'. I have spoken with them several times and they have informed me that as the recipient has not responded to their request for information/confirmation, they can't refund.

So, what now?

Cheers

NeverEnough

Can you not send them an email /letter stating you had to refund the buyer under ebay/paypal rules as they claimed against you for INR and provide evidence of the claim in your email? Proof that you had to refund the buyer for INR and pointing out that a vindictive buyer would have no reason to help you as the seller get a refund as they had already received their refund from you, should surely make sense even to Royal Mail?

power-ranger

NeverEnough wrote: »

Can you not send them an email /letter stating you had to refund the buyer under ebay/paypal rules as they claimed against you for INR and provide evidence of the claim in your email? Proof that you had to refund the buyer for INR and pointing out that a vindictive buyer would have no reason to help you as the seller get a refund as they had already received their refund from you, should surely make sense even to Royal Mail?

The buyer has no intention of confirming to Royal Mail that she didn't receive the items, because we all know she did.

I have provided them with proof of postage (x2). I printed off the emails she sent me. I gave them a copy of the case notes and a copy of the refund from paypal. And a copy of the original sale.

Not sure what else I can do.

barbiedoll

I hope you've blocked her now! Can you name and shame (put up a link to her "feedback left for others" page) so we all know who to avoid?

NeverEnough

OP, I would write back to Royal Mail pointing out you have supplied them with all the proof and that it is clear that they buyer has no intention of assisting in the matter and that you need the matter to be resolved after all this time. Ask for it to be escalated as a complaint if they refuse to respond again, as you have supplied the proof of non-receipt / the ebay claim etc being met by you as the buyer claimed non-receipt and Royal Mail are able to act on that.

techspec

NeverEnough wrote: »

OP, I would write back to Royal Mail pointing out you have supplied them with all the proof and that it is clear that they buyer has no intention of assisting in the matter and that you need the matter to be resolved after all this time. Ask for it to be escalated as a complaint if they refuse to respond again, as you have supplied the proof of non-receipt / the ebay claim etc being met by you as the buyer claimed non-receipt and Royal Mail are able to act on that.

What you are saying though - is that despite the item really arriving (lets just assume thats the case) - Royal Mail are also responsible for Ebay fraud? How about Ebay taking responsibilty for Ebay fraud.

Royal Mail can't prove it arrived, the seller can't prove it didn't - only the buyer knows.

In such cases the buyer should have his refund given back to the seller. Surely co-operation should be part of the conditions of refund.

That said - that is what recorded is for - its just royal mail are not very good at that either - posting items without the signature.

BUT - despite what people say on here - recorded as the added protection over POP - in that if royal mail cannot provide the signature and delivery date- they have to pay up!!!

catmiaow

power-ranger wrote: »

Just a quick update.

Royal Mail have yet to reimburse me for the item(s) that went 'missing'. I have spoken with them several times and they have informed me that as the recipient has not responded to their request for information/confirmation, they can't refund.

So, what now?

Cheers

This happened to me and I rang customer services every day for a week, they finally put through my refund even though they still hadn't heard from the buyer. I post most things recorded through Ebay now, find it deters the trouble makers.

NeverEnough

techspec wrote: »

What you are saying though - is that despite the item really arriving (lets just assume thats the case) - Royal Mail are also responsible for Ebay fraud? How about Ebay taking responsibilty for Ebay fraud.

Royal Mail can't prove it arrived, the seller can't prove it didn't - only the buyer knows.

In such cases the buyer should have his refund given back to the seller. Surely co-operation should be part of the conditions of refund.

That said - that is what recorded is for - its just royal mail are not very good at that either - posting items without the signature.

BUT - despite what people say on here - recorded as the added protection over POP - in that if royal mail cannot provide the signature and delivery date- they have to pay up!!!

No-one can make decisions like this based on assumptions - whether people "thought" the buyer received the goods or not, the buyer filed a claim with Ebay/Paypal stating the opposite, and Ebay/Paypal accepted their written complaint of INR and forced a refund by the seller, who is now out of pocket.

Royal Mail provides low level insurance against loss of a postal item for which a certificate of posting was requested at the time the item was posted - so yes, Royal Mail do take some responsibility for items lost in the mail - and they pay out for such items if you complete the form and provide the info they require. No-one is in a position to prove the buyer committed fraud, however strongly it is felt they did so, so the seller has every right of recourse against Royal Mail - they have proof that Ebay/Paypal accepted the buyer's complaint that the item never arrived in the mail, and the buyer was compensated. So it is only right that the seller is reimbursed via the Royal Mail policy. Law can only operate on facts, not conjecture and assumptions - the buyer may have made a false statement, who knows, but the fact is, the statement was made, accepted by Paypal/Ebay and the item deemed lost.