Hi

I never let a buyer wait too long for their refund for lost post, well certainly not the 15 days Royal Mail take to consider it lost.

Anyways ive got a buyer who is a bit impatient at the momet, i sent their parcel 1st class last monday 5th October, and they have been a pain in the arse ever since it didn't arrive on Tuesday. I told them we should wait a bit longer like before the end of this week and i would refund them, especially considering the strikes at the moment. Anyways they have just opened a claim today and when i sent them an email asking why they felt need to open a claim, they have replied that they have already waited long enough, well their tone and their general impatient attitude since Tuesday has got me scared of my feedback.

Firstly should i just refund them now because any more days will likely piss them off more resulting in bad feedback? Im guessing that they wouldn't probably tell me if it arrived anyway judging by their attitude.

Secondly out of interest how long do you lot usually wait untill refunding?

Thanks
Simon

Have you still the receipt for the first class post? If you do, tell them that you'll post them a copy of the receipt, it'll buy you some time. It could also make them believe you'll win a dispute (doubtful) if their pulling a fast one.

You should refund them straight away, no questions asked.

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Think of it this way.
If you went to say Tesco and brought a toaster and you got home and it didnt work. How long would you wait before they refunded you?

I would refund the customer now and chase Royal Mail for a refund once the 15 working days has passed.

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Originally Posted by jedi777

Think of it this way.
If you went to say Tesco and brought a toaster and you got home and it didnt work. How long would you wait before they refunded you?

I disagree. I think its completely different to what you have said. There is a world of difference between going into tesco and buying something and ordering of the internet (ebay). This could only be like for like in this way if the customer recived the item and it was faulty - but then you'd still have to wait for them to send it back to you.So, no, it is not like this at all.

Always send recorded - its only 75p more and saves you a lot of hassle as you will win 99% of paypal claims if you provide a royal mail tracking number.

Originally Posted by kasabian21

I disagree. I think its completely different to what you have said. There is a world of difference between going into tesco and buying something and ordering of the internet (ebay). This could only be like for like in this way if the customer recived the item and it was faulty - but then you'd still have to wait for them to send it back to you.So, no, it is not like this at all.

Always send recorded - its only 75p more and saves you a lot of hassle as you will win 99% of paypal claims if you provide a royal mail tracking number.

Find a webpage on the Royal Mail website that explains that you have to wait 21 days before you can claim an item for being lost or stolen. Send the link to the customer and say that you can not do anything until 21 says have past.

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Last edited by Saajan; 13-10-2009 at 04:07 PM.

Originally Posted by Saajan

I agree.

It's not related to ordering off the internet.

Find a webpage on the Royal Mail website that explains that you have to wait 21 days before you can claim an item for being lost or stolen. Send the link to the customer and say that you can not do anything until 21 says have past.

Sorry that is totally incorrect. You pay the seller to deliver the item and you expect the item to be delivered within a timely manner.

If you fail to deliver the goods you the seller broken the contract and the customer does not have to wait for you to make a claim. If I order something from you and it is not here in 7 days I then have to wait a minimum of 28 days before you will have the courtesy of actually doing anything about it?

If a customer tells you they have not received the item and you can not prove it has been delivered then you have to refund them or replace the item.

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Thats all well and good but if it's an expensive item, you refund after 5 days and then Royal Mail deliver the next day you are well out of pocket. Recorded or not recorded

Originally Posted by greedyboy

Sorry that is totally incorrect. You pay the seller to deliver the item and you expect the item to be delivered within a timely manner.

If you fail to deliver the goods you the seller broken the contract and the customer does not have to wait for you to make a claim.

If a customer tells you they have not received the item and you can not prove it has been delivered then you have to refund them or replace the item.

I also agree with you but the seller sent out the item last Monday. I'm sure the customer can wait a tiny bit more considering there are RM strikes / delays etc.

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