Royal Mail signed for &lost eBay item

willow29

Hi, 
 apologies if this question has been asked a million times before, I am a very infrequent eBay seller and would just like clarity on where I stand at the moment.  

I posted an item 2nd signed for last week and just received a message from the buyer stating the tracking is showing that it has been delivered but they haven’t received it.  What should I do now? I have tried to use the Royal Mail claims form but it advises that it will not process the claim until 10 days after the item was due to be delivered.  

Should I wait the 10 days before doing anything or refund the seller now or let eBay take action as proof of postage was provided when the item was posted so I have proof it was posted.

any advice would be gratefully received.  Thanks 

cattie

How many working days have elapsed (don't count weekends)? If you feel that sufficient time has elapsed for item to arrive (say 5/6) working days then I'd refund buyer now rather than risk a neg & put  in a claim. If you feel not enough time has elapsed, ask buyer to wait just a couple more days & if item still not received then refund & make your Royal Mail claim.

martindow

But tracking shows delivery!  I assume that you have checked this OP?

Custardy is the man to comment on this as I believe that RM can now track exactly where it was delivered.  It is possibly with a neighbour or received by another person at the delivery address.  I would certainly not refund at this stage.

RM are likely to reject a claim for an item that shows as delivered unless there has been a clear error on their part.

KxMx

As tracking shows delivery you will also win any case the buyer opens with eBay. 
Your best course of action is to work with the buyer (suggest check any safe places, neighbours etc) and RM to establish where it went. 

soolin

cattie said:

How many working days have elapsed (don't count weekends)? If you feel that sufficient time has elapsed for item to arrive (say 5/6) working days then I'd refund buyer now rather than risk a neg & put  in a claim. If you feel not enough time has elapsed, ask buyer to wait just a couple more days & if item still not received then refund & make your Royal Mail claim.

As has been stated RM are unlikely to pay out when their system shows item was delivered. 

Personally I would respond to the buyer in a helpful way but suggesting that as it shows as delivered to check that no one in the house took it in for them, or if item was letter box sized, to check if it has been caught up with other items. A surprisingly high number of people locate their parcel when they question other family members, we actually had one on here from a buyer a short while ago that was upset as seller tried to brush them off, but later said their partner had taken in package and completely forgotten about it.

If buyer is insistent that item hasn't been received suggest they try neighbours, and also reassure them that you will meanwhile see if you can contact RM to get any additional information .

However, these are sad times and ultimately seller needs to protect their own account first, and should buyer open a INR make sure you defend (and win) the case with your POD. Always protect your account first and foremost and then try and assist the buyer. 

sabretoothtigger

That is the likely outcome in my experience, thats why signed is worth paying for.

Does anyone know If I can send RMSD with stamps I already have purchased, seems its the cheapest method for me but not sure the post office will take my stamps 

Spoonie_Turtle

sabretoothtigger said:

That is the likely outcome in my experience, thats why signed is worth paying for.

Does anyone know If I can send RMSD with stamps I already have purchased, seems its the cheapest method for me but not sure the post office will take my stamps 

Huh?  Only if it is smaller than a parcel, because standard parcel services have proof of delivery for free (the reference number), or if it needs to be insured above £20.

As for your other question, I don't know anything about Special Delivery specifically, but stamps with the service printed on them (instead of the price) hold the value of the service at the time of use, no matter when you bought them.

soolin

sabretoothtigger said:

That is the likely outcome in my experience, thats why signed is worth paying for.

Does anyone know If I can send RMSD with stamps I already have purchased, seems its the cheapest method for me but not sure the post office will take my stamps 

I don’t follow your post ? Any proof of delivery is sufficient to defend an INR claim, even the POD you get for a standard parcel. The fact that this item was signed for made no difference to the outcome here at all. People can over purchase services if they wish, but don’t mistake what cover and protection you have with each type.