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Originally Posted by agent006140 (Post 1092999)

Did he open a case?

Originally Posted by LOMBOK (Post 1093009)

More info required please. I assume it will have the 2D tracking and not signed for? If it's 2D the postie SHOULD scan on delivery. Sometimes they don't. There is no other tracking on this way of sending. It only gets scanned on delivery, nowhere else at any other point in it's journey.

Will the package fit through a letterbox? If not then it may be at the delivery depot waiting for the customer to either collect or get it re-delivered. They should have been carded, again it may not have been.

You can call the local delivery office with the name address and postcode along with a description of the packaging and contents and they can check if they have it held there.

If it does not show as delivered, then you can make a claim. It used to be after 15 working days AFTER the expected delivery date.

It will be difficult to defend a case if it does not show as delivered, The buyer may know this and checked the tracking hoping for a freebie.

Originally Posted by e2free (Post 1093091)

If ebay postage is used and on tracking it shows that you sent the item ebay is responsible for that and case will be closed and refund will be issued without any impact on you

Originally Posted by lucy (Post 1093150)

So just let it run it’s course let eBay do the refund then?

Originally Posted by tinsoldier (Post 1093164)

You can either believe the noobs like the one above this or you can believe the old donkeys, me and e2free.

Originally Posted by tinsoldier (Post 1093200)

I'm always willing to educate a noob, it's one of the perks of being a donkey rather than an ass.

Firstly I speak as a well traveled donkey who has had more than my fair share of cases opened against me so I speak from experience, something that may come to you too given time.

Secondly, if you take the time to go and read ebays Seller Protection promise regards to postage purchased via them and the QR code duly scanned at the Post Office then you will see that you do not get a metrics strike against your account. In certain circumstances they will even automatically remove any negative or neutral feedback left without even having to apply for a manual review.

If you'd bothered to read your recent ebay announcements they've even confirmed that the parameters for Seller Protection have been extended during the current crisis.

I'd give you links to Seller Protection policy and the recent announcement but I think it would be good for you to try and find it for yourself. Give me a shout if you struggle and I'll help you out yet again.

But I will share the last line of the announcement for you.....

"We want to reassure you that the evaluation of your Seller Performance Standards level will not be affected by events beyond your control. "

You've a lot of swatting up to do, so in the words of that well knows toy manufacturer Hasbro, 'run along there's lots to see, run along my little pony' :lol:



So I repeat to OP, you can either believe me and e2free or the noob above. :thumb:

Originally Posted by lucy (Post 1093249)

Buyer has just sent this message on ebay '"No need I would prefer a refund please. Take the issue of postage up with royal mail yourself. Refund thanks"

In response to me asking if they want replacement
View tracking on ebay is only showing 'dispatched' and in transmit, out for delivery and estimated delivery 6 May is all greyed out and blank

So looks like either the buyer got the package and is wanting money back as well or the package is lost?

Originally Posted by lucy (Post 1093249)

Buyer has just sent this message on ebay '"No need I would prefer a refund please. Take the issue of postage up with royal mail yourself. Refund thanks"

In response to me asking if they want replacement
View tracking on ebay is only showing 'dispatched' and in transmit, out for delivery and estimated delivery 6 May is all greyed out and blank

So looks like either the buyer got the package and is wanting money back as well or the package is lost?

Originally Posted by tinsoldier (Post 1093251)

I know what the wording says, but what we don't know is the 'estimated delivery date'.

That includes handling times (can be set at 30 days) and the delivery timescale of the carrier (lets say 4 days). It could be a over month from purchase plus the 10 days grace.

That's why you don't refund, that's why you don't send a replacement, coupled with Seller Protection Policy that's why you need not be baffled.

In any event, feedback is close to irrelevant, all you need to worry about is your metrics. OP will be fine if they allow ebay to refund if they deem it necessary.

Originally Posted by tinsoldier (Post 1093254)

Take the plonkers advice, offer your apologies for Royal Mails failure and tell them ebay will issue a full refund in due course.

If the buyer had their whits about them they'd have taken your offer of a replacement, I sense a refund is on its way anyway and you wouldn't have been able to stop it even if you'd replaced, the package could genuinely be lost or RM have F'd up with delivery.

Originally Posted by tinsoldier (Post 1093258)

Sigh...I was giving an extreme example, I can't believe you didn't see that, but it has helped clarify your capabilities. So what were OP's dispatch times and delivery choice timescales nostradamus?

But I do like your advice to crawl back under my stone because I don't know what I'm talking about, the irony is so delicious I can almost taste it. :pound:

Originally Posted by tmastermind (Post 1093268)

Well I’m only going to say from my own personal experiences on this but generally I agree with e2 and tinsoldier on this

I have, and will continue to use recorded signed for service (I only just learned about this QR code stuff so looking more into it) for the reason that in all cases when a delivery has supposedly not arrived, scam or legit, the service always always allow me to locate the item in the delivery network, resolve most issues before a case is logged and in the cases of those a logging one for a freebie and escalated it to eBay straight after the 3 days. Ebay has, inevery case, sided with me because of the tracking info.

My account stays safe, I don’t lose any money. Jobs a goodun

Originally Posted by lucy (Post 1093298)

if the item your selling is less than £10 but the recorded signed for service is costing you £3.95 thats eating into your profit, plus ebay/paypal fees, thats a big hit

They should be a cheaper way to send signed for small/medium parcels with tracking

Safest way is to use recorded signed for as buyers seem to be saying items never arrived, least your covered with the tracking

Originally Posted by lucy (Post 1093562)

Bit confused so am I ok to just let ebay do the refund or do I do the refund myself?

How do I claim for the missing item if the postage was done through eBay postage?

Originally Posted by tinsoldier (Post 1093574)

You let ebay do the refund, they might refund it out of their own monies so it costs you nothing.

If they decide you must make the refund they'll take it out your paypal account and you can then make a claim with RM.

Originally Posted by tinsoldier (Post 1093352)

A popular tactic in days gone by but now almost unnecessary as QR codes are free. I suspect many buyers now are wise to the almost mandatory tracking expectation and some sit and wait to see if the QR code tracks - like I suspect OP has experienced.

That said, I still post a lot of cheap stuff on my Royal Mail online business account without any QR codes and don't see a great deal of losses. I suspect that on super cheap items many wanabee scammers simply can be bothered in 'wasting' as scam opportunity or simply can be bothered with the effort for a few quid.

I know I'm being pedantic but it is actually against RM's terms of carriage to apply bogus tracking labels.