Special Delivery gone missing

Lorian

I sent a reasonably valuable item to an Ebay buyer, and the guaranteed delivery date was Monday gone. It's not been delivered. I spoke to RM today and raised an invesigation but it was last tracked at a sorting office 50 miles or so from the buyer last Saturday night, and nothing since. RM said they will investigate on Friday.

I've sent an apologetic email to the buyer.

Does anyone know how long Special Deliver next-day has to be lost before RM will pay me the compensation?

If I have to I want to refund the buyer as promptly as is safe, but I don't want to be left in the situation of refunding the buyer and then them getting the item (late), and RM not paying me.....

thanks.

Hintza

Just try and keep buyer onside for as long as you can. I'm not sure if it is still the 15 working days or not as with normal mail. If it was me I would be trying to stretch this out until next week anyway. Hopefully custardy will be along to help.

custardy

so if im reading this right the SD item went to a delivery office that isnt the one for youe customers delivery area?
and thats the last track point?
who did you speak to? the 0845 CS?
is the post code def correct for your buyer?

Lorian

Hi custardy

>so if im reading this right the SD item went to a delivery office that isnt the one for youe customers delivery area?

I just checked on a map, and actually the last scan would have been his nearest City, not as far away as I thought it would be. Probably where his postie would deliver from. The postcode tends to confirms this, as the first two letters are for this City. So it went the right direction.

>and thats the last track point?
Thats what she said, and that it was on Saturday Evening, nothing since.

>who did you speak to? the 0845 CS?
Yes

>is the post code def correct for your buyer?

Yes. The paypal address is verified, and the postcode on PO proof of postage is correct. Also he shows up at the address on the electoral register too.

The CS Rep logged an incident and told me she would "email derby" and pass it on to the "something" department (missing items or some such).

emweaver

then i would say the buyer has to go there to collect the item as they probably werent home when the post man came so they took it there for him

Lorian

In the past when that has happened it has tracked as being carded.

mazza111

Try calling the local delivery office that the item has been sent to, see if they have the item there, ready to be picked up. Or even if the item has made it as far as the delivery office. Just because a postcode starts with the same 2 letters, doesn't mean it's made it as far as local delivery office. A quick google search with Royal Mail townname should bring up the address and telephone number of the delivery office.

hjb123

OP, just wondered from reading your post, did the buyer contact you to say the item hadnt arrived or did you just check the online tracking service?

Badger_Lady

As soon as it misses its guaranteed delivery time, you are entitled to a refund on the postage - your buyer can in fact claim this theirselves (I'm currently claiming back postage on an article that they attempted to deliver the day after I took some time off work :rolleyes:)

Hopefully, if they have tracked the item to the delivery office, they will be able to find it there and attempt delivery...

custardy

Lorian wrote: »

In the past when that has happened it has tracked as being carded.

it actually relys on the item being back in the delivery office
the 'problem' is the RMGTT (tracking guns) still run the same software as they did under the 2 delivery system
so all SD items went out 1st delivery and any undelivered items would be returned and scanned as undelivered
now under 1 delivery the posties dont always return to the DO(offices vary)
if they return by taking the SD item to a post office then the RM site wont update until that SD is back in the DO
as said contacting the delivery office is the best bet.
what odes the RM customer site say? delivered?

Lorian

Track and Trace just says "Currently passing though our network".

Maybe it is just the buyer has gone away or something then? I've had no query or response from him at all.....