Royal Mail parcel did not arrive .. Correct procedure to follow

WLM21

I sold an item a couple of weeks ago and posted it off on the 9th January (2nd class)

It was going to the UK mainland so I suppose it should have arrived by now.

The buyer asked a few days ago whether it had been posted, so I replied giving details and asked him to contact me in a couple of days if it still hadn't turned up.

His postman came today, but still no parcel.

He now wants his money back, which I am about to do.

Should I just refund it, or maybe add a polite note to the effect .. If it arrives i the next few days please pay me.

What about compensation (about £15 with stamp price included) .. what should I do, contact Royal Mail, or Paypal

About 2 years ago I sold an old photographic light meter which was lost. I filled the RM form and received either 4 or maybe 6 first class stramps in compensation. The item was about £10 if I remember correctly.

Thanks for any advice

mrcol1000

If they open a case then without any online tracking showing it was delivered, you will not win and will be forced to refund. So you are doing the right thing by refunding. I normally ask them to open a not received case. This will mean there is a record of them claiming non delivery, so if they do it a lot then hopefully Ebay will notice.

You need to claim from Royal Mail as they were the carrier. Check on their website how to claim. Last time I did it, you can fill in an online form and have to provide the proof of posting and the Ebay item number or a print out of the listing, to prove value of the item.

WLM21

mrcol1000 wrote: »

So you are doing the right thing by refunding.

Refunded already !

mrcol1000 wrote: »

You need to claim from Royal Mail as they were the carrier.

Got one this morning. I'll include a print-out of original Ebay sales ticket

Many thanks !