buyer says not received tracking says collected

RHemmings

theonlywayisup wrote: »

As per the two previous replies.

Perhaps along the lines of ....

Dear x,

I am very sorry to hear your item hasn't arrived. I have checked our Royal Mail delivery info and it says delivery was attempted on x date and the parcel was collected from the x on x date.

If you would be kind enough to confirm your delivery address just to ensure we have things correct our end that would be great.

I can then dispute the collection with Royal Mail. I look forward to hearing back.

Kind regards claire07

I find these none-accusatory emails tend to allow the buyer to say "oops my wife collected" etc, without losing face. Those that are genuine can supply the address and you can then dispute the delivery with RM as normal. But, you are safe in the knowledge your ebay account is protected.

It's my biggest ebay concern that I'll get into a situation like the OP's. Tracking showing delivered, but I don't have it. If I was in such a situation and I received an email like the above one, I would greatly appreciate that I wasn't just being shown the door.