Refunding an item delivered but not recieved

[rprest]

Looking for advice on a possible refund to buyer. 

The buyer paid for standard delivery (UK to Europe), but I stumped up the extra for the item to be tracked and signed for. 

I've now been contacted by the buyer who has not recieved the item, however I can see via the online tracking that it was delivered a month ago. Royal Mail, as usual, wash their hands of the matter once it enters the other countries postal system. However they can confirm that 'no signauture' was received on delivery, despite me paying for that service, which they have confirmed I did and it should have been signed for at the other end. 

So I know it was delivered, but I have no signature to prove to whom and to which address. 

So, as the item now seems to be missing (probably taken in by a less than honest neighbour), what would be the advice in regards to refunding the buyer?  

[duncanvr]

How pricey is the item? if its something cheap refund him through PayPal. If its expensive you maybe stuck. You could if a pricey item tell buyer to raise an INR case on ebay then upload your tracking (even though no proof of signature). Then just PRAY ebay sides with you.

[rprest]

Not massively expensive, but still around £40 so would rather not refund if there is another way to resolve. So I guess I need them to raise a 'did not recieve' case and then go from there.

I either refund straight away through paypal and hope I can put in a succesful claim through Royal Mail for a lost item.

Or go through the not recieved route, and if ebay then doesn't side with me then provide a refund and then try to claim through Royal Mail 

[duncanvr]

Maybe as only 40 quid I'd refund in PayPal so you don't hurt your ebay metrics then claim loss from post office. i.e if buyer escalates INR claim you get dinged. Hopefully the buyer won't neg you after receiving the refund through PayPal. Claim the extra tracking cost from the post office to. I dislike tracking with my lots as even when tracked if system shows in transit or delivered with no signature you are still stuck when buyer asks where is my item. Lucky most my items are thin and can go airmail to UK or which ever country.

[*madison]

You only need a signature if the item cost £450 +

If the buyer files a INR claim it should be decided in your favour if tracking shows delivery.

@rprest 

[rprest]

Thanks both. I'm a private not a business seller, so if I do get stung with a negative it's not the end of the world (albeit frustrating that I've managed to avoid any bad feedback since I joined back in the 90s!)

[duncanvr]

On INR case these days the buyer just needs to contact ebay and complain and ebay auto refunds the buyers anyway regardless, its happened countless times. In many cases seller lost the item and the money.

[*madison]

That isn't true, delivery confirmation protects a seller from INR.

[*madison]

If the buyer files a INR and it gets found in your favour, and the buyer leaves a negative, contact ebay and they will probably remove it.

@rprest 

[rprest]

Thanks, any negative feedback doesn't worry me that much, more concerned about being out of pocket! 

[aproudparent2010]

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@duncanvr wrote:

On INR case these days the buyer just needs to contact ebay and complain and ebay auto refunds the buyers anyway regardless, its happened countless times. In many cases seller lost the item and the money.

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Wrong, I've won every single INR case when I show delivered tracking

[rprest]

That's good to know

[pburn]

@rprest 

Just for future reference, eBay's software has misdirected you to the U.S. community discussion boards. Generally speaking, it's better for U.K. members to pose questions on their "home" boards on ebay.co.uk. You might want to bookmark this URL for future use:

https://community.ebay.co.uk/t5/Discussion-Boards/ct-p/13

Fortunately, your questions have been addressed by our favorite U.K. member, @*madison, who pops in now and then to save us from ourselves.