buyer wants refund as says item not delivered

bubs

Hi, hoping someone can help! I sold an item on ebay which was paid for on 3.4.19. I posted it the next day (small parcel). It wasn't a high value item and it was marked as second class postage on the listing(not tracked) as it sold for £4.50 plus £2.99 postage). The buyer contacted me yesterday to say she hadn't received the item and it was due for delivery by 10.4.19. I suggested she contact her sorting office and said I was aware from my local post office staff that there have been delays with parcels recently. She said she'd already been to her sorting office that day as she wanted to post it on Monday (to someone else). She has contacted me today to say her post has been and she now requires a refund as the item hasn't been delivered and it's too late for her to now post it. I've now received a message from ebay saying 'the buyer requested a refund'. I've checked the post office website and it says that you can't claim a refund from them until 10 working days after the due date. Do I have to refund immediately? or is it reasonable to ask her to wait until Monday. She won't be happy with that as she says it's too late for the item as she needed it to post by now.
thank you

POPPYOSCAR

Small parcel has a 'tracking' number that will show when it has been delivered.

Have you checked this to make sure it has not been?

soolin

bubs wrote: »

Hi, hoping someone can help! I sold an item on ebay which was paid for on 3.4.19. I posted it the next day (small parcel). It wasn't a high value item and it was marked as second class postage on the listing(not tracked) as it sold for £4.50 plus £2.99 postage). The buyer contacted me yesterday to say she hadn't received the item and it was due for delivery by 10.4.19. I suggested she contact her sorting office and said I was aware from my local post office staff that there have been delays with parcels recently. She said she'd already been to her sorting office that day as she wanted to post it on Monday (to someone else). She has contacted me today to say her post has been and she now requires a refund as the item hasn't been delivered and it's too late for her to now post it. I've now received a message from ebay saying 'the buyer requested a refund'. I've checked the post office website and it says that you can't claim a refund from them until 10 working days after the due date. Do I have to refund immediately? or is it reasonable to ask her to wait until Monday. She won't be happy with that as she says it's too late for the item as she needed it to post by now.
thank you

Firstly, how did you post it- a small parcel with a label printed out online or via a post office should have a number, it isn't a tracking number but it does show delivery conformation. The bad news is to use that number to defend an INR claim would have required you to upload it on postage, the new rules say you cannot now defend an INR if the number wasn't already submitted. However at least you will know whether buyer has it or not.

As for the refund, the RM claim has nothing at all to do with your buyer- that's between you and the RM and it is unreasonable for you to expect your buyer to wait for a claim to be made and possibly paid out. You have 8 days until buyer can escalate dispute - although check that against the date ebay show in the case in case I am wrong, you can afford to wait a little time- but do not allow it to get to that date before you refund. If you delay the buyers refund you could well end up with a disgruntled buyer and a neg, so choose your timing wisely.

bubs

soolin wrote: »

Firstly, how did you post it- a small parcel with a label printed out online or via a post office should have a number, it isn't a tracking number but it does show delivery conformation. The bad news is to use that number to defend an INR claim would have required you to upload it on postage, the new rules say you cannot now defend an INR if the number wasn't already submitted. However at least you will know whether buyer has it or not.

As for the refund, the RM claim has nothing at all to do with your buyer- that's between you and the RM and it is unreasonable for you to expect your buyer to wait for a claim to be made and possibly paid out. You have 8 days until buyer can escalate dispute - although check that against the date ebay show in the case in case I am wrong, you can afford to wait a little time- but do not allow it to get to that date before you refund. If you delay the buyers refund you could well end up with a disgruntled buyer and a neg, so choose your timing wisely.

thank you - I didn't know the reference number on the proof of postage printout could be used to 'track' a parcel! I've just entered it on the Royal Mail website and this message came up 'An update will only be provided when we attempt to deliver your item'. So it looks like it hasn't been delivered yet. A buyer of another item that I posted 2 days before this one received her parcel today. If it does get delivered, can I insist she sends it back? I can imagine her not wanting to as it'll cost her £3 to send it back!

soolin

bubs wrote: »

thank you - I didn't know the reference number on the proof of postage printout could be used to 'track' a parcel! I've just entered it on the Royal Mail website and this message came up 'An update will only be provided when we attempt to deliver your item'. So it looks like it hasn't been delivered yet. A buyer of another item that I posted 2 days before this one received her parcel today. If it does get delivered, can I insist she sends it back? I can imagine her not wanting to as it'll cost her £3 to send it back!

No, if it arrives after you have refunded then you would need to arrange to collect it or pay for it to be returned.

bubs

thank you. I think I'll wait til Mon or Tues to refund then and check the post office website to see if it gets delivered.

theonlywayisup

Check the RM website and see if there is any update. Let the buyer know you have a delivery reference and that you will chase it up. Let them know you will refund if it isn't found by x date (the 7th day perhaps...).

Although the rules have changed and you will not win a case, most buyers are not scammers and merely want their item. It could be that it's not been delivered yet.

[Deleted User]

Did you not upload the number onto the tracking when posted? Just remember that for next time.

bubs

MarkN88 wrote: »

Did you not upload the number onto the tracking when posted? Just remember that for next time.

no, I didn't realise the 'reference number' could be used to see if an item had been delivered when posting just with a proof of postage rather than a 'signed for' printout. I've only ever entered the 'tracking number' on things I've posted signed for. I've learned a valuable lesson having asked the question on here today! thank you.

pikachoiioo

Sometimes it's a case of buyer receives item, checks tracking, notices it hasn't updated, I'll have that item for free. It's very rare you get buyers like this but sadly it does happen.

As a buyer I would always give the seller at least 2 weeks before requesting a full refund as it would be a bit of a pain if I was fully refunded and the item plopped through my letterbox.

WLM21

bubs wrote: »

no, I didn't realise the 'reference number' could be used to see if an item had been delivered

Unfortunately though, this does not work for 'large letters'

I only learnt about this a few weeks ago when a large letter went missing.