BrickLink Discussion Forum

In Selling, AppleMacJack writes:

Hopefully this is the right space to ask this:

My buyer has messaged stating they haven't received their item - I have proof
of posting but no tracking info and have already submitted a missing letter claim
with Royal Mail.

I'm wondering what I should do:

1. refund the buyer and hope Royal Mail don't tell me they've already
delivered the item?;
2. wait for Royal Mail to respond which could take another few days, and my buyer
has already sent several messages as they want their items?

Any advice would be appreciated!

wait until you get a reply from Royal Mail then if they find it let the customer
know and if they dont then refund them.

Author:

yorbrick

Posted:

May 9, 2024 17:04

Subject:

Re: Buyer hasn't received item, I have POP

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Topic:

In Selling, AppleMacJack writes:

If you only have proof of posting, Royal Mail won't know if it has been delivered.
They will likely refund you anyway, so refund the buyer.

Author:

v100Bricks

Posted:

May 9, 2024 17:03

Subject:

Re: Buyer hasn't received item, I have POP

Viewed:

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Topic:

I’ve had quite a few delays recently with Royal Mail, both as a buyer and a seller,
but they have got there eventually.
I would ask the buyer to be patient for a week to 10 days before actioning the
refund.
I would raise the case with RM as soon as they allow as sometime that magically
causes the package to appear.

That said if the buyer does not agree, you are obliged to refund within a reasonable
time.but what’s is reasonable…

Author:

SezaR

Posted:

May 9, 2024 16:51

Subject:

Re: Buyer hasn't received item, I have POP

Viewed:

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Topic:

In Selling, AppleMacJack writes:

Is it 100% your responsibility! If he does not receive it or even if he is lying,
you should refund.

I don't know about prices of Royal mail, in Canada, I can send a letter without
tracking for just $2.35 but with tracking for $14. For small orders, I don't
charge tracking but add like $0.5 to each order. If a buyer claims he did not
receive his order, I refund, i.e. those extra $0.5 I have been charging would
be covering the cost of such missing letter.

But delays happen. I had a buyer that didn't receive it. I finally re-sent
his order (two small classic space sets that I had) but after 2.5 months, he
messaged me that the first order had just arrived! Another recent case: buyer
claimed he did not receive anything. I messaged back twice and requested him
to be patient. This is what I wrote:

May 1st
Hi XXXX,

So far, among those I sent or received (about 500), no mailer has gone lost.
It is possible the mailer is accidentally sent to a different province or post
warehouse than yours. I had one package with tracking to be delivered within
my province but sent to Ontario and then they returned it back to BC. Last year,
I sent a mailer to Quebec on about 10h Jan. and was finally received on 20th
March, about 2.5 month later, when I had already resolved.
As a buyer, if i don't mind to receive the part later, I would just wait
up to 3 months (which is indeed too long), otherwise if I need the parts earlier
I would ask a refund but if later, the mailer turns up in my mailbox, I would
return it to the seller.

I think 6 weeks is expected when a delay happens and beyond that, it is an exceptional
case.

So please let me know, what you would prefer.

I guess because of my message, I felt reassured and preferred to wait and on
May 6th, he wrote me:
Hey XXX,

Guess what? I got it today!

Cheers,

So far, all my letters without tracking are delivered (about 300-500?).

I hope this helps.

Author:

AppleMacJack

Posted:

May 9, 2024 16:36

Subject:

Buyer hasn't received item, I have POP

Viewed:

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Topic: