buyer claims postage not paid but it was, advice please

eaglesrjh

I recently sold a dvd boxset. i took it to a post office and paid for 1st class delivery with proof of postage. they stuck the label on the package.

my buyer now says they have had to go to post office sorting office to pay for the postage and handling fee as there was no postage on the parcel.

I have the proof of posting which proves i paid for postage.

how would you respond? obviously i can sympathise with the buyer if they have had to go and pay extra for the item.

should i refund them their costs for doing this and is there then anyway i can reclaim that from the royal mail?

soolin

Send the buyer a stamped address envelope and ask them to return the original packaging with the unpaid sticker on it. Use that to make a claim from RM for the amount the buyer had to pay.

Oh, forgot to say, refund buyer first just ask them to scan or send a photo across of the full payment they want reimbursed.

emby

This has happened to me in the past, I took my items down to the post office and 6 of my buyers were asked to pick the parcels up at their local sorting offices as not enough postage had been added to the packaging. It's frustrating, but keep in contact with your buyer, refund buyer and like Soolin said try and get them to send you the packaging so you can contact Royal Mail.

eaglesrjh

soolin wrote: »

Send the buyer a stamped address envelope and ask them to return the original packaging with the unpaid sticker on it. Use that to make a claim from RM for the amount the buyer had to pay.

Oh, forgot to say, refund buyer first just ask them to scan or send a photo across of the full payment they want reimbursed.

Can I also claim for the cost of the stamped address envelope and sending it to the buyer? if not it might be more hassle than it's worth.

martindow

What surface was there on your packaging? Sometimes postage labels come off plastic envelopes as they are primarily designed for sticking to paper.

If you think this has happened it might be a good idea to use a good quality stick-on label of your own or tape on a piece of paper to stick the PO label onto

eaglesrjh

standard paper type jiffy bag. watched the man in the post office put the label on it seemed fine!

babybutton666

eaglesrjh wrote: »

standard paper type jiffy bag. watched the man in the post office put the label on it seemed fine!

i always ask them to make sure the edges are stuck down properly as one woman had hardly bothered even pressing it down and it would have deffinately come off - but as the others say i'd just refund the price they had to pay to get the item

fridayschild_2

babybutton666 wrote: »

i always ask them to make sure the edges are stuck down properly as one woman had hardly bothered even pressing it down and it would have deffinately come off - but as the others say i'd just refund the price they had to pay to get the item

I hate it when they 'do it for me' because they never stick them down properly, its like a mission for them to only make a cursory touch to the middle of the label :mad:

I sincerely doubt that you would be able to claim for sending the s.a.e. to your buyer, you could ask them to send it and refund them what they paid for that as well. They could just include the front of the wrapping perhaps. Did they get a receipt from the depot? That might help.

I should also point out that you are most likely to receive a book of stamps as compensation rather than a cheque for the amount you are owed.