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@springyzone wrote:

I am surprised they were able to open an ebay claim if it is well beyond the 30 day limit. But firstly, just check that it is 30 days from the estimated delivery date. You may have posted it off 73 days ago but when was the ETA, that's the thing.I am assuming this was probably an item posted in Australia to an Australian address so that the ETA was probably about 60 days ago?

 

Personally, just for interest, before I responded to the buyer or made any promises, I'd be getting onto ebay chat or whatever and running this whole scenario past them and asking how the claim can be justified if it is well out of the ebay time limits.Point out their own terms and conditions.

We often seem to get posters here who are buyers and who complain that they can't make a claim because they have been delayed in opening a case and the advice to them is usually along the lines of they need to follow ebay terms & conditions. But that goes both ways and ebay needs to adhere to its own rules.

By rights, if it is well over 30 days since ETA, the buyer should not be able to make an ebay claim.

 

Now I know that they have a 180 day window to make a paypal claim but that is quite another thing. You say they are only on 13 feedback, so they may not even realise there are ebay claims plus paypal claims and that the 2 are different.

 

By all means send off a polite message to confirm their address, but in the meantime get onto ebay and if the claim is invalid, I wouldn't refund or send a replacement. If they then open a paypal dispute, then you'll have to but cross that bridge if you get to it. And block them. A person with only 13 feedback score and onto their second item non arrival is a bit suss in my book.

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Indeed, a buyer can open an Item not Received case here on eBay AFTER the time has elapsed. I had this problem earlier this year whereby a buyer bought something in early December and opened a case in late January and left a red dot saying I ripped them off. It was well beyond the estimated delivery time, and eBay told me that buyers can still open them after the 30 days have elapsed, but that it's at the seller's discretion as to whether to refund or not.

In this case, Alice, I would recommend what others have: message your buyer and ask them to confirm their address. If the address is correct, and it's beyond the 30 days, then it's up to you whether you refund or replace, but keep in mind they can still leave whatever feedback they wish for up to 60 days, and as others have said, I think they can also open a dispute with Paypal. Seeing as it's a small amount, I'd personally refund, but how every seller runs their business is up to them, of course. 

Moving to 100% trackable shipments is the best thing I ever did - no more stress. My sales have not suffered at all despite the increase in postage cost.

Just make sure you keep the stamped vouchers that detach from the trackable letter envelopes, plus your receipt, and you're covered by AP if it doesn't arrive, and by eBay if it does and the buyer opens a claim.