Help re INR

kalsha

Buyer has just got in touch as he hasn't received the item that I posted 10 days ago. Item was £15 and not sent tracked. I only have the POP (RM 2nd class).
As it has been 10 days, I don't have much hope of the item turning up now.
Do I just refund the buyer or ask him to open a case?
The buyer has feedback of around 100, all positive and uses the account for buying only.
I have 4 defects - one of which should be falling off any time now.

If I just refund will I get a defect? What happens if the item turns up after I have refunded?

mrcol1000

You will get a defect if the buyer opens a case whatever the outcome. If there is no tracking then you will lose any case. If you refund with no case then you will not get a defect. If the item turns up after you have refunded then you can ask the buyer for payment outside of Ebay. There is no way you can force them to pay up though.

kalsha

If I were to put in a claim from RM, would I get just the amount that I paid on postage or the value of the item ie the price that it was sold at?
I have never claimed from RM before so don't know whether it is worth it.
Also would they want to know anything from the buyer?

IsabelleJ

If you have the POP you should get the value of the item (up to £20) and then your postage refunded on top of that. So when I claimed, I got £20 then £2.80 that I paid for postage back. It's really easy to claim - you can upload a copy of the listing and scan in your POP. My refund took about 2 1/2 weeks to arrive.

Hope this helps!

Isabelle

kalsha

Thank you Isabelle.
When you claimed from RM, did they need to get in touch with buyer to confirm anything? I still haven't decided whether to just refund the buyer or ask him to open a case. I will have to do something today. I need to keep him on my side if RM need any info from him.

Brywalker

Personally, I never, ever refund or resend in response to a message saying they haven't received their item. I have a stock reply that I send them asking them to check with neighbours / local delivery office and if it isn't then please open an official ebay 'Request' finsishing off with "this will protect your payment and help us if we need to ask the Royal Mail to investigate what became of the package"

I've used it around twenty times this year and only two have opened an official 'Request'. The rest, I never heard from again.

kalsha

Thank you Brywalker. I was thinking along those lines. If I ask them to open a case, it will be logged in ebay and if this is something they do often, it will show up. As I said, their feedback looks OK but you can never tell.

IsabelleJ

RM say that they can get in touch with the buyer in case of an investigation, but in my experience they haven't done so.

Hope all goes well!

Isabelle

kalsha

I asked the buyer to open a case, which he did. I refunded immediately. But the case is still showing as open. Who has to close it?

Brywalker

He can close it but if nothing happens it will time out automatically after 45days.

theonlywayisup

kalsha wrote: »

I asked the buyer to open a case, which he did. I refunded immediately. But the case is still showing as open. Who has to close it?

As you have refunded the case is closed, albeit Ebay systems are a little slow sometimes to update.