Refund before case opened?

heartbroken

Hi, a parcel I sent via RM on 21/11 has not arrived. It was a large letter containing a computer game, not too dear, so no tracking.

The buyer has let me know by message that it has not arrived.

Am i best to refund now or advise them to open a case of item not received and then do the refund? I'm not quite clear on which would be best for me as the seller

I'm sure it is caught up in the RM backlog but the buyer seems unwilling to wait any longer


Many thanks

GadgetGuru

I always go through the eBay system - ask him to raise a case via eBay and go through that way so it's all properly recorded. 

soolin

Definitely go through the eBay system, that way you get your FVFs refunded. 

Brywalker

Also, there is a very real possibility that the buyer may be lying which is another reason to advise the buyer to open an official request.

heartbroken

Thank you, they have said that they are willing to give it another week so I think they are genuine. I'll advise to start a case after that.

Thanks all

zackary71

If it helps, I've had a few buyers contacting re long delays. One item eventually turned up 33 days after posting. The Postie advised what's happening due to the strikes, is post is going into cages, getting buried at the back and forgotten about with the disruption...and only getting processed once the backlog clears. I advised mine to open a Claim, and I would gladly refund. As long as you get a Certificate of Posting, you're covered up to £20.