Buyer blames me for not receiving item??????????

[bonniefromboot]

Buyer paid on Monday last week for item and stated she needed by weekend. I posted Wednesday 1st class. She now says she never got it and wants to know where it is?? How the heck should I know. Have given refund - only couple of quid anyway, but fed up of having to do this just to pacify buyers especially now that I can't leave them neg feedback if they do for me. Any suggestions??

[LadyMuck]

Get proof of postage. Send by recorded delivery.

The buyer has paid and not received - of course it is your problem unless you made it very clear that you take no responsibilty for delivery.

[bonniefromboot]

I realise that technically it is my responsibility as the buyer, but in reality, how can it be my fault that it did not arrive?
When I am buying and things take ages to arrive, I'm always careful to look at the postage label or mark to check when it was posted before accusing the buyer? If it took 2 weeks to arrive but they posted promptly how can it be their fault?

[tissy]

First Class does not guarantee next day delivery these days.

In future, if buyer insists they need item soon, send it Special Delivery and charge them extra for it.

Or recorded- that doesn't guarantee delivery by a certain time, but does tell you that it has been delivered.

She could be pulling a fast one, but you'll never know now, unless she is honest enough to send back the refund when the item arrives.

[FrannyandZooey]

Well, if it doesn't turn up it's your responsibility to refund or replace - you are the seller and you have a contract with her

if you ordered something online from eg Argos, would you be happy if it didn't turn up on time, or not at all?

[LazyLinePainterJane]

The thing is, this is why sellers should ALWAYS send recorded or better, whether the buyer wants to or not. Because the responsibility is with you and you will have to refund.

[ANTagony]

The post office does a free certificate of posting service with first class post. Best to go in at non peak times.

You can read about it here

It gives you the right to claim back in the event of a lost item.

[bonniefromboot]

Think will have to do that tissy. To be honest, I'm fed up with people claiming they never received their order!!

Franny, like I said, I realise it is my responsibility, however, I think it's a shame people are so quick to accuse. Will she write to apologise to me when it eventually turns up with a postmark confirming that I told the truth and it was the post office who messed up? Probably not!

[sixlostmonkeys]

tissy offers excellent advice here.

I suspect the buyer did receive it but was annoyed that you didn't post until Wednesday.

ladymuck - there is no point stating on your listings that you take no responsibility for delivery because no matter what, a seller is responsible. Statements such as these can either put a buyer off completely or prompt a buyer to prove to you that you are responsible ie, they will buy from you and then claim and win a refund.

The best thing to do is as tissy says - and if/when you get a message saying item not received, go through the procedure of checking tracking online, asking them to check with their local sorting office, asking them to wait a reasonable amount of time etc etc and then refund if appropriate and put in a claim with RM

[bonniefromboot]

Hi Ant
I know about the cert of posting.

Does anybody know though, how do you prove it never arrived if you make a claim? Do you just send in the proof of posting after the 15 working days and they take your word for it?

[ANTagony]

Presumably you have an eBay querry/ email from the intended recipient with the message it never arrived?

That then is their word in writing they haven't had it, along with POP and the P58 form should surfice. My sister does a lot of eBaying and whilst this is quite slow it does seam to work.

[sixlostmonkeys]

Once you fill in the form and include all relevent docs they send a form to the buyer who then needs to confirm non-receipt.
I usually include this info in my message to buyers who claim not to have received, and so far, the items have always mysteriously arrived after receiving my message

[bonniefromboot]

SLM, this is exactly what winds me up!!!

WAs surprising that also when I started religiously putting return address labels on my stuff, the number of people saying they never got it reduced as well!!

Unfortuantely there are too many people trying to pull a fast one, so the genuine people get a bit of a raw deal!!

[sixlostmonkeys]

yup you are right - always prepare for the worst when selling - cover your back.

I'm about to post a book to the US. It should have been a straightforward transaction but boy oh boy has this person messed me about. No payment, ignored my messages. then when I opened dispute stated they had messaged me ages ago saying they didn't want the book. Closed the dispute thus getting my fees back and them a strike ......THEN they pay! What's the betting they claim non-receipt? tracking is poor once item has left the UK ....mutter mumble...

Anyway, I'm putting the kettle on. Coffee anyone?

[mumofdjandbabies]

me please

[Nemoandthefishes]

I am having a ngihtmare at the min with a buyer even though I sent item with a courier..she is now claiming back £60 via paypal so I am fuming as I have a feeling she has the item and will probably have her money.

[BexieID]

I will only post ebay items by recorded/special delivery now.

[KnickersOnMaHead]

Message withdrawn

[littlepinkpixie]

When I sell things now I always add the cost of recorded or special delivery onto the postage charges.
It doesnt matter what you say in your listing, as far as paypal are concerned you will have to refund unless you can give them a tracking number.