Item lost in post, buyer didn't pay for recorded delivery

sarahmelita

I've just had an email from someone who won one of my items on the 10th, paid for it on the 11th and I posted it and left her feedback saying so on the 13th. Her email says: Hi, I won and paid for this item 8 days ago and was wondering if you'd sent it yet? I paid by paypal so you haven't had to wait for it to clear..
Thanks.
She didn't pay for recorded delivery which I offer as an option, so was just wondering where I stand. I've been selling on ebay for about 2 years now and this is the first time this has happened, so just wondered where I stand.

soolin

The recorded delivery option is to protect you and not the buyer so it doesn't matter whether she took that option or not.

Hopefully you have a certificate of posting, if so stall her a little longer, post can be very slow. Ask her to contact you again in a few days if it doesn't arrive and explain to her that the Post Office do not consider a package lost until 15 working days.

Your buyer will almost certainly not want to wait for you to put a claim in to the RM but hold off as long as possible and then refund her in full. Put a claim in to the post office again for the full amount that she paid and assuming you have a valid COP they will refund.

One word of warning though, as she paid by paypal she can start a chargeback against you as early as day 7. Paypal will automatically find in the buyers favour and attempt to reclaim funds from you unless you can prove delivery. This is why the recorded option would have protected you. If you cannot prove delivery then you cannot prevent the chargeback.

Soo

jaffa30

hi

Did you get a COP from the PO if so that covers you upto £30.
As a seller its your responsibility to ensure delivery.
The Po wont say the item is missing till the 15th day so tell the buyer to hold fire for a bit it may yet turn up.

Sorry it probably not what you wanted to hear

Jaffa

sarahmelita

Thanks for the replies, I stupidly didn't get a COP as I was in a rush that day - that'll serve me right! I've just emailed her asking to give the post until Saturday, and if it hasn't arrived then I'll refund her in full.

Squiffy

I always have a recorded/insured method of delivery as an option for UK bidders.

If buyers choose not to take that, then IMHO it is their responsibility if the item gets lost.

On the one occasion when something I sent didn't arrive under these circumstances, I offered a 50% refund of the item cost as I thought that it was the only fair way to proceed for both of us. The buyer was happy with that.

Cerbera_2

How much success do others have in making a claim against Post Office with just Certificate of Posting?

1jim

only claimed once with the cop and got it all back,
just a thought, normally royal mail only refund the purchase cost of the item not the postage element so when you fill in the claim form submit an invoice that you have made up in word for the total amount you have lost (including delivery) then you get it all back
Jim

soolin

Squiffy wrote:

I always have a recorded/insured method of delivery as an option for UK bidders.

If buyers choose not to take that, then IMHO it is their responsibility if the item gets lost.

On the one occasion when something I sent didn't arrive under these circumstances, I offered a 50% refund of the item cost as I thought that it was the only fair way to proceed for both of us. The buyer was happy with that.

Of course though if you take paypal then your buyer will just do a chargeback against you despite your terms and conditions. Due to terms and conditions implying that the seller takes no responsibility for items I no longer pay by any other method except paypal so that I am covered. This is also why I suggest to other buyers that they don't use cheques or bank transfers for payment.

Soo

brantwood150

I've had a few itmes sent out that were lost in the post. Unfortunately it's one of those things.

Anything worth more than about a fiver I get a COP for, but if I'm posting out a lot of low value items I don't bother.

Fortunately nothing of high value has been lost so far. For the things that have gone missing, I have either sent a replacement item (where I have been selling multiple similar items), or given a refund. For the amounts involved it is the best option to avoid getting a neg. Also, I appreciate it when other sellers have done this for me.

soolin

Brantwood, I think your approach is very sensible and should see you getting lots of positive feedback which would be well deserved.

I have also sent duplicates where I have them, or more commonly just refunded and claimed later.

I do always get a COP though even for smaller items, and have always had my claims paid out in full, I just send the claim form in with the COP and a copy of the ebay invoice with the total paid by the buyer ringed and as I said no problem so far.

My own problem so far with a claim against the pO is for a letter I sent to A large university that had a little monetary value. I claimed against the recorded delivery slip but the PO refused to pay as the address was not in their data base. The fact that this was one of the largest universities in the uK didn't matter, the post code did not show up so that was the end of the matter.

Soo

Cat72

I have had about four Cops claimed for and paid through the post office. One took about two months ! and they lost my replacement cheque so it is not the quickestor most efficent service. Personally I had a spate of " non deliveries " and although the items were not for a lot of value after I had to refund the postage and item it all added up. Making me lose my profit for that time . I now send everything 2nd class recorded. I offer a choice of second or first class recorded ( people always choose second ). If you offer recorded as an option people never really choose this, so I just dont offer it as an option ! As I said it does not work out much by second class and I put my postage terms upfront .It does not cost more than sending first class but I can be assured that the item has been recieved. I have now never had any " missing items " .I also have sold all my items on the account I do this on, which is mostly books , clothes etc . ( My other account everything is sent courier)
Ebay is ok but there is no point losing money by doing it so as far as I personally think I cant afford not to send it recorded. It also saves against chargebacks.