Freepost return goods went missing???

Laduree

I am not sure if this is the right board but feel free to move this thread as appropriate. This is something about Freepost return goods might have gone missing.
Last Friday I received my order from Oasis fashion online store, and didn't really like what I had ordered. Hence I returned all the items I received by its Freepost with the label provided via Postoffice on Saturday.
When I posted it in post office, I got a proof of posting indicating the tracking number. Then I started to track it on post office's website from this Monday and got the message: "The system is currently unable to confirm the status of your item with reference.":mad:
I have kept trying to track the parcel for 3 days and still got the same message. So Today I emailed OASIS to check if they've received the returned parcel also ask their advice if they haven't received it yet.
However, I haven't got any reply from OASIS. Quite worry as I coudn't afford 65 pound loss. Coudn't understand why the tracking number can't work at all.
If the parcel really went missing, is it my responsibility to claim compensation from post office? Sigh.....

Thank you very much for your time and help.

jonesMUFCforever

Your not really giving them enough time to sort this out.
If you have a receipt then you should be covered and OASIS can claim from the PO for the loss if indeed they are lost.

The_Pedant

It could just be that the item is taking a little longer, especially if it's sent 2nd class/parcel. 3 days easily be the norm, plus the time for Oasis to process it. Many companies state to wait anywhere between 7-28 days for an item to be formally declared lost.

As you are following the returns process that they advise, I would expect them to accept the proof of posting as valid proof that you have returned the goods, and not therefore expect you to be responsible for any loss or shortfall in what they claim from the P.O.

As they have paid for the postage (through the Freepost arrangement) it would be up to them to recover this from the carrier (as the Post Office would consider their contract to be with who paid the postage).

That aside, for future note/information, for 1st & second class post, the compensation limit is currently £36 (unless you pay for additional cover). I would not usually therefore send anything worth much more than this through normal post without additional cover.

Again though, as Oasis have advised to use the returns label, I would expect them to have accepted the possibility of the loss by advising people of their returns policy. Some other companies will advise people to arrange suitable cover, or to phone & the company will arrange a pick up by courier.

If it comes to having to pursue this, I would stick to this line that you have followed their own advice on the method by which returns are sent and have the proof of delivery. If you need to send this into them, then make sure you keep a copy, and if they require the original, send it by recorded delivery (so you have proof you sent it & would normally expect to be able to show they actually received it).

I think that covers most points for now.

Fingers crossed,
K.

cifpower

I am pretty sure the number you were given was not a tracking number. It is the Returns Service reference number which you supply if your parcel does not arrive. Mail Order returns often take 5-10 days to arrive.

suzzi2704

Freepost items get thrown in second class, and aren't treated with much priority, so I would give it a bit longer!!

As long as you have your proof of posting you won't lose any money, it will be up to Royal Mail to compensate Oasis as part of their contract.

3under3

I work for a company that provides a freepost return service too. This service is not trackable and can take 10 days to get back to our warehouse. Like everyone has said, since you have proof of posting if the goods are not received by Oasis they will have to claim from the Royal mail. I think they just need a bit longer to process the return. Alot of companies say it takes up to 28 days.

Laduree

Hi all,
Thank you very much for your responses and advices. I really appreciate it. :T Now I will wait till Oasis contacts me and will post my good return experience with them later when my payment is refunded.
Cheers. :rotfl:

dzug1

I don't think it will have been a freepost item as such. It will have been either a mail order return (MOR) or a packetpost return (R,R1,R2). These are handled under a special contract between the mail order companies and Royal Mail and the tracking number doesn't go in the on-line database. Whether the companies claim on the RM for lost items or cover their own risk I don't know but it's not your problem.

If it was actually freepost, you wouldn't have got a tracking number unless you paid the recorded delivery fee (72p) yourself. That would appear in the database - but only after delivery

mountainofdebt

Interesting one.

I ordered a number of items from Debenhams on line before Christmas which wasn't included in their 20% sale but as luck would have the following week they were so I ordered the same items with a few additions, with the intention of sending back the first order (if you follow me!)

I sent back the first order via the post office the week before Christmas but as yet I haven't received a refund.

HOWEVER I haven't been charged for the second order......and Debenhams deny that I had two orders delivered.....so do I chase the refund or not as theoretically I am better off by being charged for the first order and not the second????

Laduree

Hi all
As promised, I came back to share my experience of returning goods by freepost back to Oasis. Last night while I was checking my email, I found letters sent from Oasis to say that they have received the returned items and the cost of the orders has now been refunded back onto my card.

In the letter, it also mentioned” IMPORTANT INFORMATION – If you have returned more than one item to us, you will receive separate emails confirming each refund individually. If you have not received your subsequent refund notification email(s) within the next 24 hours, please contact us at [EMAIL="help@oasis-stores.co.uk"]help@oasis-stores.co.uk[/EMAIL] or call us on 0845 899 0009.”

Well, good service. I have to say I was too nervous about the refund matter as I have no experience of returning goods by freepost before. I posted items back to Oasis on 11th Jan and received the email notification on 21st Jan night. So the length of processing time isn’t too long. However, it is still a bit pity that they’ve never answered my email inquiry regarding the returned items.

Thank you for all your responses and suggestions in this string. :T