Can someone explain where I stand with this please?

StressedBear

I hope someone can help me, I've looked on the Royal Mail website and eBay itself but I can't find the relevant pages.

I sold an item which was posted on the 4th July. Now I've had this email:

'Hello
This still hasn't arrived, give me a refund immediately or I'm reporting you to ebay.'

It was only a low value item (under £10) and I have a receipt of postage (It wasn't send recorded, just standard delivery). Can anyone explain what I need to do or direct me to the right place please? If they report me to ebay what happens? Since I have proof I posted it does that mean I can get any money back? Thanks for any help x

poormanwalking2009

have alook at buyers feedback, send message to buyer that you will refund,
ask them to raise a dispute in resolution center and choose to refund.
Make a claim with RM. You would lose any dispute with ebay as you need proof of delivery. Feedback should be something like sorry you didnt receive, have refunded, dont leave any negative comments as it may be removed.
Forgot to add, though they dont sound to cooperative to check their local sorting office, if its an item that doesn't fit through a letter box.

StressedBear

Thank you - can I just ask, why would she have to raise a dispute, rather than me just going into Paypal and pressing refund? Is there a reason or can I do it either way?

poormanwalking2009

By raising a dispute, and you refunding through the dispute ebay automatically credit you your final valuation fee back. The dispute does not go against your account unless it was escalated.
You can of course just refund if you wished.

Also when your seller sent you a message , if they had chosen item not received option for the reason for contacting seller, a dispute would automatically open,
if she chose 'other' no dispute would have opened.

pink.1970

Do not issue a refund yet. RM say it can take upto 10 days to deliver something. I had this with a buyer at the start of the week. Item was posted on the 27th June and they hadnt received it by the 8th July. You have proof of posting so after 10 days start a claim with RM, let the buyer know what is going on.

soolin

pink.1970 wrote: »

Do not issue a refund yet. RM say it can take upto 10 days to deliver something. I had this with a buyer at the start of the week. Item was posted on the 27th June and they hadnt received it by the 8th July. You have proof of posting so after 10 days start a claim with RM, let the buyer know what is going on.

It is actually 15 working days (so three weeks) before RM will allow a claim. Obviously no buyer is going to wait that long and mentioning RM claims etc to any buyer is going to go down badly.

OP, the buyer is being a bit impatient but eBay time frames for delivery are quite unrealistic and almost certainly gave buyer the idea it would be there in a day or two. Personally I would email back, über politely , explaining that you sent item on x date and it can take a while. Maybe then suggest they contact you again on say Saturday if it has still not arrived and you can sort out a refund. I would certainly expect them to open a case though but perhaps not mention that yet.

StressedBear

Thank you all for your replies, much more useful than either the ebay help section and Royal mail website put together! x

campdave

I'd someone ask for a refund today 7 days after their item was posted. Normally I'd fob them off for a few days but as it was a low value item I just refunded as I've had a day dealing with absolute cretins and I hadn't the energy.

But yes, insist they open a case - you'll get your fees back if you do refund. It will flag a serial non receiver up to ebay, and I also leave a follow up to my feedback saying "sorry your item didn't arrive" to make a flag for any other seller they may try it on with - of course, they could be genuine!

techspec

Make sure you report them on the grounds of threats and unreasonable demands.

It may not make a difference to you - but ebay now claim to monitor unreasonable buyers.

Dovah_diva

StressedBear wrote: »

'Hello
This still hasn't arrived, give me a refund immediately or I'm reporting you to ebay.'

How rude!! I'd be rubbish as a business seller on Ebay as e-mails like this would get very, very short shrift.

sharnad

I've had something that didn't turn up for weeks and got a refund then it appeared. Gave the seller the money which they were pleased with. It may turn up a bit late raise a dispute refund and if it turns hey may give you your money back