I sold an item & the buyer says not received. It was sent standard post so there is no tracking.

[ameliardcottage]

The buyer open an UIC and ask for a refund 2 weeks after purchase QLD to WA. I advised that 14 to 28 business days was a reasonable time frame for delivery. I have asked the buyer to check with neighbours to see if the postie put it in the wrong letter box and the local post office as the item A4 sized rigid envelope may not fit in here letter box. She has not replied so I have no idea if it has arrived or not.

I have asked eBay to step in but they have not replied either. I am afraid that eBay will just look a see no tracking and rule in favour of the buyer without making contact.

Thanks in advance to anyone who has e\any suggestions.

[pennyforum14]

You are probably justified in thinking eBay will rule in the buyer's favour if you have no tracking.  That's pretty much what they do.  Having said that, I don't think your customer is being unreasonable in opening a INR case (I assume that was what you meant and not UIC) after two weeks.   Auspost are not known for speed but even Qld to WA usually arrives within two weeks, 28 working days is far too long to expect a buyer to wait for a domestic delivery.  It may well arrive in the next few days, but if I were the customer, I would not want to wait another three weeks for a replacement or refund.

[ameliardcottage]

Even so I don't think it's unseasonable to expect some effort on behalf of the buyer to locate the item and the curtesy of a reply to let me know if it has arrived. How can I refund if they don't answer.

[ameliardcottage]

I should also mention that the item was free post ((standard post) but an option to purchase tracking was provided.

[pennyforum14]

You are right, they should respond, but even if they don't, eBay will refund them without you needing to do anything.

[davidc4430]

wasnt long ago i was sending an item from country south australia to perth, recieved a message from the buyer after a week or so saying no show. i did a bit of sherlock holmesing and found there had been a train derailment and some postal item trucks were involved, ended up taking over 4 weeks for my item to arrive in perth. just one of those things, no ones fault.

i have no idea how the OPs items traveling. if its airmail it should have arrived by now.

[ameliardcottage]

Thanks Penny,
Frustrating... but I think you're right. The onus it appears is always on the seller. Thanks for you input.

[pennyforum14]

Offering tracking as an option doesn't wash with eBay.  Tracking is more for the seller's protection than the buyer's.  They expect us to use tracking as a matter of course, whether built in to a "free post" listing or added in the postage section.  If you don't use tracking, not only are you liable if it goes missing, but you will also earn a seller defect for late postage as you have no proof you shipped on time.

[jensmanchester-australia]

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@ameliardcottage wrote:

The buyer open an UIC and ask for a refund 2 weeks after purchase QLD to WA. I advised that 14 to 28 business days was a reasonable time frame for delivery. I have asked the buyer to check with neighbours to see if the postie put it in the wrong letter box and the local post office as the item A4 sized rigid envelope may not fit in here letter box. She has not replied so I have no idea if it has arrived or not.

I have asked eBay to step in but they have not replied either. I am afraid that eBay will just look a see no tracking and rule in favour of the buyer without making contact.

Thanks in advance to anyone who has e\any suggestions.

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The majority of items going from Qld to WA will arrive in less than 7 business days. There is a possibility that the buyer may have got upset or suspicious if you told them 14 - 28 business days as that is well outside normal delivery times.

[*tippy*toes*]

For future reference, never ask eBay to step in and help, regardless. As soon as you do, they automatically close the case in favour of the buyer.........even if you are in the right. If you need to know anything, call them. If they ask if you want them to step in and help, say no. If you check the resolution page, you may well find the case has already been closed in favour of the buyer. If it hasn't, consider it a miracle, and a first. If the case is still open and the buyer doesn't escalate it, it will time out eventually.

I have had items take 4 weeks to arrive in some areas of WA from NSW. If someone is outside the city and I'm sending an untracked item, I usually send the buyer a message saying that it may take longer than the eBay estimate to arrive and not to worry if it does. If they haven't received it within 4 weeks, reply to this message and we'll go from there.  I do reassure them and say that it may well arrive much quicker, but sometimes AP can be slow. Never had a problem, even when it did take longer than the ridiculous estimate.