Item of clothing lost in post, buyer still demanding she gets it rather than a refund!

swingaloo

I posted an item of used clothing ten days ago. It has not arrived and the RM tracking has not updated. I have apologised and offered a refund and told the buyer that if the item arrives after I refund she is welcome to keep it.
I posted the same day as payment was made and 2 other parcels posted at the same time have been delivered.
But, the seller does not want a refund and refuses to open an item not received case saying she still wants the item and she is adamant she does not want the money back. Its a ladies blouse which sold for £4.99 which is what it was listed at but obviously she would have had to pay the buyer protection and the postage on top. I've offered a full refund but she says its not acceptable and she will leave me terrible feedback if I don't find out where the item is.
So, where  shall I start to look! lol.

20122013

Did you use a platform to sell this ?

Spoonie_Turtle

It probably won't show any different but just in case, you could try putting the tracking number into parcelsapp.com and see if any later scan shows on there than on Royal Mail's site. 

But your buyer can be as stubborn as she wants, it's not going to magically enable you to locate the parcel and get it moving.  If it were something unique and much more valuable I might be inclined to contact RM and see if there's any sort of internal scan that doesn't show on the tracking available to the customer, but for a blouse nobody in their right mind would blame you for not pursuing it!

rollingmoon

20122013 said:

Did you use a platform to sell this ?

The use of the phrases "item not received", "buyer protection" and "leave me terrible feedback" would suggest, to me anyway, that OP sold this item on eBay.

OP - I wouldn't even entertain the thought of trying to track the item down. If you have offered the buyer a refund and it's been refused, then you can easily get any resulting bad feedback removed.

soolin

Firstly the answer assumes this isn’t an SD item, if it is an SD item then read to the end .

To avoid poor feedback respond to the buyer once more reiterating that the tracking does seem to suggest that items is lost within the system somewhere and spell out to her that if it doesn’t arrive soon that she needs to open an INR case to get her refund. At some point then in the future you will make a claim for loss from RM but unfortunately once RM (or courier as appropriate) had the item it was out of your control. You need to make sure your offer of a refund through the system is clear. That way if no claim is open and buyer leaves a neg you have the possibility of getting the neg removed as buyer is in breach of the buyer protection system. Come back and ask for details here if that happens.

if it was an SD item and you used the eBay SD label, then you are protected against both an INR and poor feedback as long as item shows as sent. 

As others have said, this idea that you can get the courier to track the item down with some sort of search is ridiculous, and I would t even respond to that part, just reiterate that an eBay case needs to be opened. 

20122013

rollingmoon said:

20122013 said:

Did you use a platform to sell this ?

The use of the phrases "item not received", "buyer protection" and "leave me terrible feedback" would suggest, to me anyway, that OP sold this item on eBay.

OP - I wouldn't even entertain the thought of trying to track the item down. If you have offered the buyer a refund and it's been refused, then you can easily get any resulting bad feedback removed.

I prefer not to assume

 

20122013

@OP I also have similar experience when selling via eBay. I have contacted eBay and I usually get paid for the items.  Regarding Feedback - also let Ebay know your concern they are the one who can make things happen! 

Pollycat

swingaloo said:

I posted an item of used clothing ten days ago. It has not arrived and the RM tracking has not updated. I have apologised and offered a refund and told the buyer that if the item arrives after I refund she is welcome to keep it.
I posted the same day as payment was made and 2 other parcels posted at the same time have been delivered.
But, the seller does not want a refund and refuses to open an item not received case saying she still wants the item and she is adamant she does not want the money back. Its a ladies blouse which sold for £4.99 which is what it was listed at but obviously she would have had to pay the buyer protection and the postage on top. I've offered a full refund but she says its not acceptable and she will leave me terrible feedback if I don't find out where the item is.
So, where  shall I start to look! lol.

I'm in the same situation as a buyer on Vinted.

The item was at the local delivery depot (Inpost) on 19th April but has not been seen since.
Vinted say we have to wait until 20th May before I can raise an issue.
Both the seller and I are furious - but with Vinted and Inpost. Nobody seems to be looking for this parcel. 
It's an item I really, really want at a great price (RRP £189, I paid £60 + buyer protection + delivery and was over the moon to find it).
But common sense says the seller can't magic it out of thin air.

I think your buyer is way out of order and as she is threatening you to leave bad feedback, I'd report her to eBay.
Then refund and block her.

soolin

20122013 said:

@OP I also have similar experience when selling via eBay. I have contacted eBay and I usually get paid for the items.  Regarding Feedback - also let Ebay know your concern they are the one who can make things happen! 

As per my response if it is an SD (simple delivery) item then seller gets paid, we don’t however get paid if tracking shows item hasn’t been delivered. 

swingaloo

Thank all for the replies. It is Ebay and it is not a SD item. Ive done as you suggested Soolin and have apologised, offered a refund (and for her to keep the item if it does eventually turn up). Its all documented through Ebay messages including her refusal to open a case or have a refund.
There is always that one buyer that expects miracles.

BlueonBlue

What is SD or simple delivery ?
Is it ebays postage system ?