Collect Plus- Lost Parcel
Hi, I'm after some advice, its about items I sold on here and sent to the buyer via collect plus.
I took the parcel to my local collect plus, had a few probs with them but finally got it picked up from there after a week. I checked the tracking online and had seen how it had been refused many times at the store in which it was to be sent to, so I phone collect plus and they spoke to the store who said they were no longer taking part so collect plus re-arranged for it to be delivered to another store of the buyers choice. The tracking never updated online after being refused many times so I phoned to check the whereabouts of the parcel, they said it had been delivered to the new store on the 23rd Nov, and didnt show online because of all the refusal msgs.
So I notified the buyer and they went to collect it a day or so after and was told there was no parcel there for them, I phoned collect plus and they said it was definately sent there, I told the buyer this and that there was not much more I could do on my end, they said they will try collect it again and if no success would phone collect plus then (this was around christmas time) after hearing nothing more I believed the buyer had collected the item successfully, only to be msged recently and find out they still dont have it and collect plus says its probably lost so they need to make a claim, then I get another msg day after saying collect plus sent them an email and I need to refund them and make the claim myself.
What do you think I should do?
I have refunded a buyer before due to an item being lost by royal mail, but with collect plus I did keep track of the parcels whereabouts and made complaints to make sure it got delivered to the right store.