buyer claims not to have received item

ianbar0

hello, i sold an item on ebay and they have since claimed they have not received it.it was never meant to be sent recorded, i have proof of purchase, and they definitely should have got it by now. is there anything that can be done either by me or the buyer?

soolin

ianbar0 wrote: »

hello, i sold an item on ebay and they have since claimed they have not received it.it was never meant to be sent recorded, i have proof of purchase, and they definitely should have got it by now. is there anything that can be done either by me or the buyer?

Assuming it has been a reasonable time, say 2 weeks or so, you need to refund the buyer in full. Then after 15 working days you can use your proof of postage to put a claim in to Royal mail

RFW

The buyer can get their money back and you can give it to them. You then need to claim for loss from Royal Mail with your proof of postage receipt.

Crowqueen

As Soo says - you can't prove delivery so you can't win any dispute.

There are times when it is false, but quite often it's delayed or lost, so better to give people the benefit of the doubt on this one.

Shouldn't happen too often but I've had seven problems on eBay alone since 2010 - not all the fault of the postal service, though, sometimes it's seller error or fault. All bar one item turned up eventually - either while I was waiting for a refund from the seller or after being refunded. I've always repaid, but in general the more co-operative you are with the buyer, the more co-operative the buyer will be with you, so don't go in all guns blazing with them, try and sort it out amicably even if that means asking them nicely to wait a few more days.

NB Recorded doesn't insure or expedite an item so depending on the marketplace, it can end up as a white elephant - you and your buyer paying for a poor and inappropriate service. Some people swear by it but it is not vfm for me as items do not get a signature here (so will not show as delivered), so it is a dead loss for both of us.

The most common misconception is that you are paying for an insurance service - you are not in actual fact paying for anything other than a signature on delivery, which won't help if the item is genuinely lost.

the_lunatic_is_in_my_head

Ask the buyer to confirm their address, if correct check with their local delivery office (telephone number usually on Google/saynoto0870), then do the above.

ianbar0

thank you for your replies, how do i claim with post office can i do it online or do i go to the post office

InsideInsurance

You claim with Royal Mail not the post office - assuming you sent it by royal mail rather than parcel force or another courier.

The process for claiming is on http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process