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I have sold a couple of old LP records to a customer in Sweden but when I realised a much more expensive item was sent by mistake I asked for it to be returned and sent the correct record, refunding £13.05 so the customer could send back the other. However nearly two months have gone by and nothing has arrived, he's not given any proof of sending it back and has been totally uncooperative. How can I open a claim as I have fulfilled my obligation but the customer has taken advantage of the situation and, considering the value of the item supposedly lost in the post, appears to be acting dishonestly. ... View more

Hello, I sold an item to a customer in Brazil using regular Air Mail for which I retained a proof of posting, the item being worth less than £20. It's now 3 months since the parcel was sent and now the customer has contacted me a few days ago with just one message to say that it still hasn't arrived. I immediately replied I'm looking into this but am not sure of the correct procedure. Of course it may still be delivered or returned to me as I label everything with a return address. As the customer hasn't opened a claim or requested a refund yet, what are my obligations?  To eventually make a claim to Royal Mail I suppose I will have to provide proof that the order has been voided and the transaction refunded but should I be opening a PayPal dispute or wait for the customer to do this?   ... View more