buyer saying item not turned up

mel48rose

Hi I have recently started selling a few of my unwanted items on ebay. Yesterday I got a message from a buyer saying her item hasn't turned up. I posted it last week and have the posting slip. I cant help thinking I am going to lose out financially here as she paid by paypal. Its only £13 but thats a lot to me at the moment. Thanks for any advice.

soolin

mel48rose wrote: »

Hi I have recently started selling a few of my unwanted items on ebay. Yesterday I got a message from a buyer saying her item hasn't turned up. I posted it last week and have the posting slip. I cant help thinking I am going to lose out financially here as she paid by paypal. Its only £13 but thats a lot to me at the moment. Thanks for any advice.

Firstly it never hurts to reassure the buyer that it is on its way and ask if she could give it another couple of days and then contact you again if it doesn't arrive. Personally I never mention the proof of posting or send a copy as it is immaterial, I would though just ask her to confirm the address (although she is not obliged to respond to you at all).

If she comes back to you then and says it still hasn't arrived, ask her to open an 'item not received case' and refund her via that, opening a case lets ebay know there was a problem, might put a scammer off but more importantly recovers all your FVFs for you.

Then later you can use your proof of posting to make a claim to RM for the lost item.

mel48rose

soolin wrote: »

Firstly it never hurts to reassure the buyer that it is on its way and ask if she could give it another couple of days and then contact you again if it doesn't arrive. Personally I never mention the proof of posting or send a copy as it is immaterial, I would though just ask her to confirm the address (although she is not obliged to respond to you at all).

If she comes back to you then and says it still hasn't arrived, ask her to open an 'item not received case' and refund her via that, opening a case lets ebay know there was a problem, might put a scammer off but more importantly recovers all your FVFs for you.

Then later you can use your proof of posting to make a claim to RM for the lost item.

Thanks for that. Is it easy to make a claim through RM?

theonlywayisup

You can download the form from their website. Make sure you supply everything they need and keep within their time limits.

https://personal.help.royalmail.com/app/answers/detail/a_id/319

mel48rose

theonlywayisup wrote: »

You can download the form from their website. Make sure you supply everything they need and keep within their time limits.

https://personal.help.royalmail.com/app/answers/detail/a_id/319

Thanks. Had a quick look at that. How can you prove how much a second hand item is worth though?

theonlywayisup

mel48rose wrote: »

Thanks. Had a quick look at that. How can you prove how much a second hand item is worth though?

Your ebay sale and or paypal record.

martindow

And keep copies of everything you send to RM, particularly the certificate of posting as there have been several threads where they have lost bits of paperwork in the office.