Who's responsible?

JS477

If a buyer claims they have not received an item but the seller has proof of postage who's responsible for sorting the mess out, the seller or the buyer?

Irn-Bru-Kid

JS477 wrote: »

If a buyer claims they have not received an item but the seller has proof of postage who's responsible for sorting the mess out, the seller or the buyer?

The seller is always responsible for dealing with an INR.

Refund the buyer and claim for the loss from RM directly using your POP.

motorguy

JS477 wrote: »

If a buyer claims they have not received an item but the seller has proof of postage who's responsible for sorting the mess out, the seller or the buyer?

If you were to buy an item from Amazon and you didn't receive it, even though they said they posted it, who would you expect to sort it out - you as the buyer, or amazon as the seller?

JS477

motorguy wrote: »

If you were to buy an item from Amazon and you didn't receive it, even though they said they posted it, who would you expect to sort it out - you as the buyer, or amazon as the seller?

If Amazon had proof that they'd posted it I'd be inclined to argue that it's now between the buyer and Royal Mail (assuming that Amazon used RM).

theonlywayisup

JS477 wrote: »

If Amazon had proof that they'd posted it I'd be inclined to argue that it's now between the buyer and Royal Mail (assuming that Amazon used RM).

Thankfully the law disagrees with you.

Proof of posting is not relevant other than it may help the seller claim for loss. Proof of delivery is what Amazon, Ebay and UK legislation need.

Are you the seller?

JS477

theonlywayisup wrote: »

Are you the seller?

Unfortunately yes. The buyer is claiming they hasn't received the goods and is after a full refund. So in reality then as far as eBay is concerned PoP is of no value if a buyer is claiming non receipt of goods?

Brywalker

If the sale was on ebay, ask them to open an official 'Item not Received' request. At worst, if they do you will get your fees back and at best they may not open the case because they could simply be trying it on (It happens a lot).

JS477

Brywalker wrote: »

If the sale was on ebay, ask them to open an official 'Item not Received' request. At worst, if they do you will get your fees back and at best they may not open the case because they could simply be trying it on (It happens a lot).

The buyer has opened a 'item not received" with eBay.

As for trying it on what safeguards are in place to stop a buyer claiming non delivery (if the seller didn't use sign for delivery) pocketing the goods and getting their money back because responsibility is all down to the seller and they posted the item in good faith and have PoP?

This is what eBay say to the seller if the buyer hasn't receive the goods:-

If the buyer hasn’t received the package yet:

Contact the buyer to confirm that the package was sent to the correct address.

Contact the postal carrier to report the missing package.

If tracking information shows that the package has been in transit for 7 days (10 for international deliveries), you should refund the buyer, and get the package back from the postal carrier.

motorguy

JS477 wrote: »

Unfortunately yes. The buyer is claiming they hasn't received the goods and is after a full refund. So in reality then as far as eBay is concerned PoP is of no value if a buyer is claiming non receipt of goods?

No you would need to have used a tracked service.


Theres a small chance the buyer is exploiting the fact you haven't, but theres quite a large chance it really has went AWOL in the postal service.


Up to you to sort out the customer, then you to reclaim from the postal service.

theonlywayisup

JS477 wrote: »

Unfortunately yes. The buyer is claiming they hasn't received the goods and is after a full refund. So in reality then as far as eBay is concerned PoP is of no value if a buyer is claiming non receipt of goods?

It isn't just an ebay rule. It is the law!

If you are going to sell on ebay and want to protect yourself have a read of the postage sticky at the top of this board.

Now they have opened a case you need to refund BEFORE day 8.

mrcol1000

JS477 wrote: »

The buyer has opened a 'item not received" with eBay.

As for trying it on what safeguards are in place to stop a buyer claiming non delivery (if the seller didn't use sign for delivery) pocketing the goods and getting their money back because responsibility is all down to the seller and they posted the item in good faith and have PoP?

Ebay and PayPal tell you to send items by a tracked method so you can prove delivery. Its not always possible on cheap items (but you factor loss into your costs).

If the buyer went to Royal Mail and complained the item was lost then they would just direct them back to you. As the sender of the item, you have to make a claim if the item doesn't turn up.