Royal Mail Claim Advice please

bluebell13 · 2 July 2008 at 10:38AM

Hi. I sold 2 pairs of pyjamas to an E-bayer in April who said that he did not receive them. He opened a dispute and had a full refund. He promised to support a claim from Royal Mail which I duly sent in. Total cost is about £15. At the beginning of June I received a letter from Royal Mail stating that he has not replied so they assumed he had the item! I telephoned them and they sent out another letter to him, but have told me that if he does not reply I will not receive a refund. I am extremely annoyed by this as I will be out of pocket. I sell over 40 items a month all posted at the local post office and this is only the second claim for a lost parcel, so its not as if I have been claiming a lot.

Anyone got any advice? My buyer got his refund so he obviously cant be bothered to help me. :mad:

grunnie · 2 July 2008 at 11:08AM

I have had this happen to me on 6 times. If the buyer does not respond to the Royal Mail letter you loose out. It does make me wonder how many buyers just say the item has not arrived to keep the item and get a refund.Basically there is nothing we can do other than email the buyer asking if he will respond to the letter so you can be refunded.

scorpio13 · 2 July 2008 at 12:40PM

I know it's pretty costly (especially if you send out a lot of packages), but you may have to start sending things via Recorded Delivery.

At least that way you can usually tell if they've received it (you can't always track it though :rolleyes: ), plus a 'dodgy' buyer will think twice about trying it on with a Recorded delivery item.

soolin · 2 July 2008 at 12:40PM

If buyer has a problem getting mail then maybe the RM can't get their letters to him either? I wonder just how hard RM try when they contact a buyer.

soolin · 2 July 2008 at 12:43PM

scorpio13 wrote: »

I know it's pretty costly (especially if you send out a lot of packages), but you may have to start sending things via Recorded Delivery.

At least that way you can usually tell if they've received it, plus a 'dodgy' buyer will think twice about trying it on with a Recorded delivery item.

Not necessarily. My success rate at getting recorded items signed for is around 20% only, so that leaves 80% received but not signed for.

RM are often aware that the items have been receievd but will not update the online status, so that leaves you with no RM claim to be made but still losing a paypal chargeback.

I have shed loads of claims in at the moment to get back my 72p for all the failed Recorded charges where items are not showing as delivered but i know they have arrived. I never used to bother with reclaiming the 72p, but it is getting ridiculous now as I just can't get anything signed for.

Premier_2 · 2 July 2008 at 1:37PM

When RM say they have not received confirmation from the intended recipient that the item did not arrive they assume delivery was made unless you can provide them with contrary proof.

Send RM a copy of the correspondence you received from the intended recipient that states they have not received the item, then RM should cough up.

steviebabes · 2 July 2008 at 2:22PM

As royal mail state that it is an offence to claim non receipt if you have, perhaps it is time to draft a letter to send to buyers who claim non delivery. If you word it in a semi legal way, perhaps a few lines from the RM site and get them to sign and date it and enclose a stamped addressed envelope. This could be sent out before giving a refund. I would like to bet a lot of packages will suddenly turn up. If it is a genuine loss RM may accept this as proof.

alfiesmum · 2 July 2008 at 2:39PM

VERY good idea Steviebabes.

greeneye · 2 July 2008 at 6:06PM

http://forums.ebay.co.uk/thread.jspa?threadID=1100180623&tstart=40&mod=1214823722056

Guy on this thread (post 6) claims that the RM chairmans office has admitted that you do not need the signed letter from the buyer although RM staff will tell you different.
I have heard this before but can't confirm it myself.

Also seen on a few threads that Postwatch (RM's ombudsman) seems to be the way to go if you don't get satisfaction from RM - again never used them myself.

pinkgem · 2 July 2008 at 6:29PM

soolin you can claim 6 x 1st class stamps for each recorded delivery item that has no signature.

bluebell13 · 2 July 2008 at 10:39PM

Thanks for all your very helpful replies. I don't intend to let this one rest on principal. I might go ahead with your idea Premier or at least speak to them about it.

Royal Mail Claim Advice please

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