Royal Mail signed for item not delivered yet

[LittleBallOfFur]

I sent it signed for 2nd class on 9th July but it still hasn't arrived and the tracking just says it's still with them (on Royal Mail website).

Buyer has been pretty understanding but is understandably getting annoyed now. They've asked for a refund but I can't claim from Royal Mail until 15 working days have passed which wouldn't be for another couple of weeks.

What should I do? I've contacted Royal Mail to see if they can give me any more info about the delay, so waiting for a reply.

[mindyourown1]

it could have been delivered but postie didn't bother getting a signature - that is normally what happens. All you can do is refund and claim on the 30th July. RM won't have any further info than the tracking shows.

[LittleBallOfFur]

Ugh, how annoying. Do you think the buyer may be telling fibs then? Should I refund now or wait until 30th?

Thanks btw.

[mindyourown1]

you should refund now - I can't see them waiting until the 30th. Ask them to repay should it turn up. You will never know if they are lying really.

[millymae]

Has your buyer checked that the item isn't sitting in her local collection office waiting for her to pick it up.

I only suggest this because the one and only time I had trouble as a buyer was when this happened to me. The postman had tried to deliver it and had failed to put a card through my door so I had no idea that it was actually waiting for me to collect.

I only discovered this when the seller contacted me weeks later to say that the item had arrived back with him. Sure enough when I went to the Sorting Office to find out what had happened it was listed in the book as an attempted delivery and a failed to collect

[LittleBallOfFur]

I don't think she has millymae. I might suggest that. It's really irritating! My DH posted a few things at the same time and everything else has arrived.

[mindyourown1]

this is why I don't use RM any more and use Hermes instead - cheaper too and fully tracked. £2.98 if under 1kg with online proof of delivery. And the courier collects from you too.

[millymae]

To be fair that is the only problem I have ever had with Royal Mail and over the last few years I've bought and sold loads.

As an EBay seller I list my postage arrangements clearly and send everything 1st class. I know from the quick feedback I receive from a lot of my buyers from all parts of the country that items arrive the day following posting. Touch wood I have never had anyone say that something has not turned up. I may be in a minority here but apart from the cost I can't fault the service Royal Mail/Parcel Force provide and would choose them everytime over My Hermes etc etc

My experience of couriers as a buyer has not been at all good - items taking days to turn up, tracking being unreliable and items left on the doorstep in full view of passers by.

[Numanoid]

I don't sell a lot, but I always send recorded now as I've had one buyer claim the item didn't arrive, and another saying the packaging was ripped open and empty when it arrived. At least with recorded delivery you can claim a refund.

If the parcel isn't at the sorting office, I would refund the buyer as they'll end up giving negative feedback if you make them wait. Then you can process a claim though Royal Mail to recoup the costs yourself. :)