Item posted, tracking not working, buyer has raised case

[shovio]

Hi.  Here's a timeline of events...

17th Nov - Buyer bought a book.

18th Nov - I purchased postage label (Royal Mail 2nd Class).

19th Nov - I posted the parcel (along with two others).

27th Nov - The buyer said the item had not been received.

28th Nov - The buyer sent another message asking if the book had been posted.

28th Nov - Of the three items I posted on the 19th, one was showing as delivered and the other two as not posted, even though I have a postage receipt for all three.  I went to the Post Office which I use and they said they couldn't help.

29th Nov - I rang Royal Mail and they said I needed to give it to the 4th Dec for the parcel to arrive.  After that I could raise a case.  At this point I sent the buyer a message explaining all this and ending with, "If the book still hasn’t arrived then, I can raise a case with them, and I should be able to give you a full refund if required."

30th Nov - I heard from one of the other buyers that their item had arrived safe and well (even though the tracking is still showing it as not even posted).  So two out of three delivered.  I sent the buyer a message to let them know there was still hope for his.

3rd Dec - The buyer didn't respond to my messages and has now opened a case saying "Although there has been some limited contact, the seller acknowledges the postal tracking does not show as delivered. They are not offering to refund. They have not provided evidence this item was sent."

So that's the stage I'm at now.  Is there anything I should have done differently?  What should I do now?  I don't want a black mark against my account!

I'm very frustrated about the last message, because A) I have said I would give a full refund, and B) I do have proof of postage, but have no way of sending it to the buyer.

Regards,

Shovio

[kensgiftshop]

Proof of postage isn't enough, you have to have proof it was delivered.

Unless you have tracking that shows it was delivered, you'll have to refund the buyer, then open a case with the carrier.

[12345jamesstamps]

Tracking may never show delivered as one of many of my examples.

My buyer got their expensive stamps. 

My buyer has also bought more from me. 

Some buyers are smart and notice 'delivered' not appearing on tracking and try for a refund for it didn't get a scan as delivered.

I haven't gotten anything lost in years yet...knock on wood.

Kinda think you will have to refund on last day of claim...I would refund first and contest after to eBay.

[shovio]

Thanks Ken.  I had read that proof of postage would not be enough, so that doesn’t surprise me.  It just rankles with me that I’ve been accused of not providing proof when I have no facility to do so.

Thanks James.  It is interesting that the tracking thing doesn’t always work – good to know it’s not just me.  Of that batch of three items I posted, two buyers have confirmed receipt, even though the tracking is showing as not posted for any of them.  I’m now suspicious the buyer was pulling a fast one.

I mentioned that they raised the case with eBay who’ve now issued a refund to the buyer.  Fine, I was probably going to do that anyway.  But what happens if I now contact Royal Mail and they tell me it was in fact delivered?  I guess that’s the bit you’re referring to with contesting it afterwards to eBay?

At this stage I guess I must hope that when I contact Royal Mail they will accept it hasn’t been posted and give me a refund of £20, which is apparently the maximum for 2nd class.  The refund to buyer was £22.50 (inc. postage) so I’ll be out of pocket by £2.50.  It could be worse – I’ve previously posted much more expensive parcels without thinking of proper tracking/insurance.