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    • theonlywayisup
    • By theonlywayisup 1st Apr 11, 9:35 AM
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    Postage - a helpful guide.REVISED 3 April 2017.
    • #1
    • 1st Apr 11, 9:35 AM
    Postage - a helpful guide.REVISED 3 April 2017. 1st Apr 11 at 9:35 AM
    This guide is not exhaustive and if I have missed anything, please add it to the thread or PM me and I will update the OP.

    This guide was updated on 3 April 2017.

    INR - item not received.
    SNAD - significantly not as described.

    Purchases paid by Paypal (regardless of whether they were made on Ebay or not) now come with 180 days case protection for INR and SNAD.
    Ebay purchases have protection from INR and SNAD 30 days from the latest or actual delivery estimate/date.

    This is a guide to the most usual day to day questions regarding postage of items sold on Ebay. If you have any queries or doubts you should consult the T&C within the Ebay and Paypal seller/buyer protection policies.

    Above all else, please remember that the use of seller and buyer protection is not the be all and end all. It is there as a safety net. If you ensure that the service you use to send your items covers you for loss, then the most part of seller protection will never be used by you.

    If your buyer claims they haven't received their item and you have sent it via an insured means, then you can safely refund your buyer and claim for the loss from the carrier. Just because you can't 'win' a dispute doesn't mean you will be out of pocket.

    Paypal/Ebay protection policies and how to get covered.

    Proof of delivery online is needed for a INR dispute, this MUST include a signature viewable online if the value of the sale is £750* or more.
    Proof of postage or proof of delivery is needed for an unauthorised chargeback.

    *Paypal have removed the requirement for a signature but Ebay require it over £750.

    Proof of Posting/Certificate of Posting (PoP/COP) is free from the Post Office counter and should be kept for 180 days. Yes, really that long.

    A proof of posting with Royal Mail will cover you for £20 for standard 1st and 2nd class mail (24/48). If you wish for additional compensation you can upgrade with Royal Mail Signed For, an enhancement to the 1st/2nd class service at a cost of £1.10 plus the normal postage rate, this gives £50 cover. Special Delivery is a standalone service and gives £500 of compensation with incremental charges for additional cover and is a fully tracked service.

    If you have an account with Royal Mail you can utilise the Confirmation Of Delivery (COD) free with 24/48 services using the QR code labels. This isn't tracked but is a confirmation when the parcel is delivered. It is not yet available for large letters. This is also available via click and drop.

    Disputes: Remember, this is to win a dispute, it doesn't mean that you lose your money by default if you lose, you need to cover yourself via insurance if you aren't using seller protection.
    INR - item not received - you need proof of delivery.
    SNAD - significantly not as described - a straight forward dispute where no proof of delivery or postage is relevant to the seller. If a buyer is asked to return an item for SNAD then they must use a tracked service, which must show the item as delivered, refused or attempted delivery made.
    UC - unauthorised chargeback - the proof of posting (cop/pop) is ALL that is needed but if you have tracking you should submit this too.

    Are you sending to the address in the Paypal transaction and does the transaction say OK to send?

    Log into Paypal and go to your transaction history. Go to the transaction and click 'details'. The transaction will then show the full details for that sale. This is the screenshot of a sale which is OK to send.

    1. Check the status of the payment. Make sure it isn't pending.
    2. Is it OK to send?
    3. Is it eligible for seller protection?

    You may have a different view, depending on your account, but you still need to check for the confirmation to send.

    The most important point is that you are only eligible if Paypal say so.

    It doesn't matter if the address is confirmed, unconfirmed, verified or not verified. All that matters is that it says ELIGIBLE for seller protection.

    Are you sending an eligible item (see list below).

    Non eligible items - for seller protection
    Intangible items, licenses for digital content, and services.
    Items equivalent to cash, including, without limitation, stored value items such as gift cards and pre-paid cards.
    Payments made in respect of financial products and investments.
    Items that you deliver (or are picked up) in person (except for items for which you received payment through the PayPal Location Based Payments Functionality).
    Transactions made through Zong, Website Payment Pro (PayPal Direct Payment and Virtual Terminal).
    Claims, Chargebacks and Reversals for Significantly Not as Described; and/ or claims filed directly with eBay.
    PayPal Business Payments.

    Non eligible items - for buyer protection
    PayPal Buyer Protection applies to purchases of most goods and services are eligible (including travel tickets, intangible items such as rights of access to digital content and other licences), except for the following transactions:
    These are not eligible for re-imbursement under PayPal Buyer Protection:
    real estate (including, without limitation, residential property);
    businesses (including, without limitation, any items or services forming part of a business or corporate acquisition);
    vehicles (including, without limitation, motor vehicles, motorcycles, caravans, aircraft and boats);
    custom made items;
    goods and services prohibited by the PayPal Acceptable Use Policy;
    items that violate eBay’s Prohibited or Restricted Items Policy;
    industrial machinery used in manufacturing;
    items equivalent to cash (including, without limitation, gift cards);
    goods and services purchased using Zong, Website Payments Pro, Virtual Terminal or Personal Transaction payments;
    Personal Transactions;
    gambling, gaming and/or any activity involving a chance to win a prize;
    payments made in respect of financial products and investments;
    payments to state-run bodies, except for state-owned enterprises;
    donations; and purchases of items which you collect in person, or arrange to be collected on your behalf (including at a retail point of sale) and which you claim to be Not Received.

    Are you sending your parcel tracked?

    Currently Royal Mail only offer a fully tracked service (from the Post Office counter) in the form of SPECIAL DELIVERY.

    Special delivery is a next day service, comes with £500 of compensation (check your item is not on the exclusion/restricted list).

    Royal Mail also offer SIGNED FOR which comes with £50 of compensation. It is the same as first or second class post (whichever you choose to add it to) and is NOT guaranteed to 'track' because it isn't a tracked service. It is 'a signature on receipt'. Although that is NOT guaranteed.

    Royal Mail account users or those using Click and Drop can access the Confirmation of Delivery (not tracking) QR code service which is free on parcel services using Royal Mail 24 and 48.

    1st/2nd class Standard Post. These services have no tracking or signature on receipt and cover you for £20 if you obtain a (free) certificate of posting/proof of posting (COP/POP).

    Special Delivery will cover you for an INR claim if the tracking number shows as delivered.

    Signed For Delivery will cover you for an INR claim if the tracking number shows as delivered.

    QR Code COD will cover you for INR if it shows as delivered.

    1st/2nd Class Standard will not cover you for an INR claim.

    If you are sending the parcel to the Paypal address, you've checked it says OK to send and ELIGIBLE, you send it tracked or with a signature on receipt, then you will be covered for INR.

    What about sending outside the UK?

    For International Postage
    The rules regarding eligibility for posting times etc are the same as within the UK, but for postal help please refer to the following:
    Royal Mail do NOT offer a guaranteed tracking service on any of their international services but Tracked services are becoming more reliable. The maximum weight for airmail (parcels) services is 2kg. Over 2kg you need to obtain a courier quote.


    Normal airmail small packets will not cover you for an INR but will cover you in the event of loss/damage for £20 if you retain your COP/POP.

    What else do I need to know?
    For items going outside of the UK but not within the EU, a customs label will need to be attached to your parcel. CN22 for Royal Mail (for items up to £270) CN23 (over £270). There is a separate requirement for courier parcels, so check with your operator as to what is required.

    Countries which do NOT require CN22/23
    Austria Belgium Bulgaria Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Hungary Ireland Italy Latvia Lithuania Luxembourg Malta Netherlands Poland Portugal Romania Slovakia Slovenia Spain Sweden

    Countries which DO require a CN22/23
    Countries outside of the EU. Including: Channel Islands - Jersey, Guernsey, Alderney, Herm and Sark Andorra Canary Islands Gibraltar San Marino Vatican City State.

    Postage doesn't end with Royal Mail. There is an excellent thread regarding couriers on this board for both UK and international deliveries.

    Royal Mail has 'simplified' their new service making it more complicated to work out which bracket your parcel falls into. Below are the measurements for each, please note the exceptions as these would not be obvious!

    If you do not want to ship outside of the UK, you need to set up your selling preferences as below:

    1. Site preferences - show all - postage and packing preferences - exclude postage locations from your listings - edit - select countries - tick checkbox apply to all current live listings.

    2. Site preferences - show all - buyer requirements - block buyers who - edit - buyers in locations to which I don't post - tick - block buyers whose primary address is in a location I don't post to - apply above settings to active and future listings.
    Last edited by soolin; 13-06-2017 at 8:30 AM.
Page 3
    • theonlywayisup
    • By theonlywayisup 27th Mar 17, 7:28 PM
    • 12,023 Posts
    • 8,144 Thanks
    Perfect, I'm in Finland at the moment but should be back home this weekend to update - anyone reading this needs to know I haven't revised it since 2013 and whilst the main part remains, there are a few small tweaks!
    • soolin
    • By soolin 13th Jun 17, 8:31 AM
    • 60,006 Posts
    • 42,605 Thanks

    For the benefit of newbies please familiarise yourself with the 1st post on this thread that explains paypal and ebay seller protection.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to (it's not part of my role to deal with this). Any views are mine and not the official line of
    New to Forum? Guide
    • mike_paterson
    • By mike_paterson 2nd Sep 17, 1:50 PM
    • 1,378 Posts
    • 397 Thanks
    Compensation not paid for phones
    I went to post a broken phone to be repaired. Ai had decided to use first class signed for as it gave £50 compensation. The lady at the apost Office asked me what was in the package and when I told her it was a phone, she told me that there would be no compensation and that I had to send it special delivery to have any form of compensation cover. I have tried to find out if this is true on their website, but could find nothing.

    Does anybody Know what the reality is?
    To infinity and beyond!
    • theonlywayisup
    • By theonlywayisup 2nd Sep 17, 4:29 PM
    • 12,023 Posts
    • 8,144 Thanks
    I went to post a broken phone to be repaired. Ai had decided to use first class signed for as it gave £50 compensation. The lady at the apost Office asked me what was in the package and when I told her it was a phone, she told me that there would be no compensation and that I had to send it special delivery to have any form of compensation cover. I have tried to find out if this is true on their website, but could find nothing.

    Does anybody Know what the reality is?
    Originally posted by mike_paterson
    If you read and scroll down to the batteries where the mobiles are mentioned on the right it tells you the services. Unless you have an account or franking then your over the counter service is Special Delivery.

    Can only use 1st class or 2nd class paid for by franking or on account, Special Delivery or Royal Mail Tracked and Royal Mail Sameday.
    • mike_paterson
    • By mike_paterson 4th Sep 17, 10:58 AM
    • 1,378 Posts
    • 397 Thanks
    Thanks for your kind reply which details the terms for sending a phone via special delivery, but I was lhoping to find out whether the standard signed for delivery compensation was excluded for mobiule phones as I was told by the post office staff member.

    To infinity and beyond!
    • theonlywayisup
    • By theonlywayisup 4th Sep 17, 11:02 AM
    • 12,023 Posts
    • 8,144 Thanks
    By virtue of the fact it isn't mentioned in the standard signed for compensation details and is specifically named in the link I gave you (as only being covered by xyz services), should be enough to convince you. The question isn't about compensation, it is about being able to send that particular item via a particular service.

    A mobile phone with battery comes under a 'restricted item' and therefore can ONLY be sent by the methods in that link. If you don't have a business or franking account then you are subject to the over the counter services at the Post Office and have to use the service stipulated.
    Last edited by theonlywayisup; 04-09-2017 at 11:06 AM.
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