Damaged parcel

fattony

My wife recently ordered a photo frame and requested special delivery, the parcel came the next day but no one was home, there was no card through the door and we found the parcel thrown over the gate, the photo frame was damaged due to heavy rain and we have contacted the company who sent the parcel and they say we should take it up with Royal Mail.

But when I checked on Royal Mail's website it says they will need the certificate of postage etc and I always thought the sender should make the claim?

Any ideas?

4743hudsonj

The seller is responsible, get back onto them and INSIST on them sending a new one. They can then make a suitable claim into RM if they wish (and recover the damaged items).

Until the item is in your possession, they are responsible for it.

nzmegs

Royal mails system is stupid. As an ebay seller I had to make a claim for an item which arrived at my buyers home incomplete. Part of the parcel was missing.I refunded the buyer and set about getting a refund from RM. ALL THEY WOULD OFFER ME WAS SOME STAMPS AS I COULDN'T PRODUCE THE ORIGINAL PACKAGING (WHICH WAS NOW AT THE BUYERS HOME - IN THEIR BIN!) Sorry about caps....little finger slipped.

So anyway - RM will do all they can to avoid paying you for damaged items. However the person who has incurred the loss should make the claim. As you have already paid i would claim myself - but keep the packaging!

cyberbob

nzmegs wrote: »

Royal mails system is stupid. As an ebay seller I had to make a claim for an item which arrived at my buyers home incomplete. Part of the parcel was missing.I refunded the buyer and set about getting a refund from RM. ALL THEY WOULD OFFER ME WAS SOME STAMPS AS I COULDN'T PRODUCE THE ORIGINAL PACKAGING (WHICH WAS NOW AT THE BUYERS HOME - IN THEIR BIN!) Sorry about caps....little finger slipped.

So anyway - RM will do all they can to avoid paying you for damaged items. However the person who has incurred the loss should make the claim. As you have already paid i would claim myself - but keep the packaging!

It is stated on RM's claims that ytou may need to show the packaging for damaged items. You should have got the buyer to keep it. The thing with damaged items is RM mail need to know if it was packed appropriately.

fattony

Bit of an update, we received this email from the seller (note this is not through Ebay)

We have just spoken to the royal mail to be informed that you signed for this item at 11:30am on the 24th - the royal mail has sent me proof of the signature>
I therefore cannot proceed any further with a claim.

You may be able to claim against the Royal Mail if this was false . they will need to see the original packaging along with the product.

sorry we cant help.

This is not true, can they really just say we cant help?

simpywimpy

ask to see a copy of the signature. It may be possible to see it online if they give you the tracking number. It will not be your signature so again you need to refuse liability

Marv02

fattony wrote: »

Bit of an update, we received this email from the seller (note this is not through Ebay)

We have just spoken to the royal mail to be informed that you signed for this item at 11:30am on the 24th - the royal mail has sent me proof of the signature>
I therefore cannot proceed any further with a claim.

You may be able to claim against the Royal Mail if this was false . they will need to see the original packaging along with the product.

sorry we cant help.

This is not true, can they really just say we cant help?

Royal Mail always has online tracking, for the signed for service. If you go online, type in your tracking number, it will show you the signature used when signing for the package. Check if its yours, if its not, then follow it up with RM.

fattony

I am refusing liability and checked the signature online, its not my wifes - if she paid with paypal then I would open a dispute but the website uses protx (Sagepay)

From what I can gather when claiming against RM you need proof of postage etc which we wont have so surely the sender must make the claim?

mynameisdave

Tracking number would surely constitue proof of posting???

fattony

think the wording on their website is certificate of posting, also if I make a claim through RM and they decide not to pay out then Ive lost the money for the frame through no fault of my own. It must be the sellers responsability?

wealdroam

fattony wrote: »

It must be the sellers responsability?

Yes... it is.

You have no contract with RM.

Tell the seller they have delivered[1] the broken thing to you. This is not what you ordered.

[1] The seller is responsible for delivery and paid RM to deliver the thing on the seller's behalf. The seller must take up the issue with their contractor... Royal Mail.