Missing item - seller response

soolin

pug_in_a_bed wrote: »

Thank you all; case closed in my favour so have got my incredible 200 pennies back lol:j

Well done , maybe the seller will use this as a learning tool about how to deal with customers.

cyberbob

pug_in_a_bed wrote: »

Thank you all; case closed in my favour so have got my incredible 200 pennies back lol:j

Don't spend it all at once I'll keep an eye out for the Sellers rant at how unfair it all is that he can't leave you a neg on the Community Boards.

Crowqueen

There's plenty to choose from there at the moment...

macfly

I think the response is a work of art. Nonsense, but beautifully crafted.

pug_in_a_bed

macfly wrote: »

I think the response is a work of art. Nonsense, but beautifully crafted.

ha! it is, it doesn't have the usual rage behind those type of replies, where the writer is so enraged they fill the reply with typos. So i suspect its been sent to buyers before.

I might use your line as my feedback....

pug_in_a_bed

The seller has emailed me again!

I left feedback stating

poor customer service avoid
They followed up with:
item lost by ROYAL MAIL not us, offered replacement or refund, Now refunded!

I've received the following email,

Hi, Just to let you know my Royal Mail account
manager has contacted me today and said they are
investigating this loss. As we spend in excess of
£25,000 a year with them, they do tend to take our
claims very seriously. They will probably contact
you concerning this with either a form or via
their Police liaison officer. if you can give them
as much information as possible as I am sure that
if there is a thief taking your goods you will
want them prosecuting. Of course should the order
arrive please let us know ASAP so we can inform
the Investigations branch. Many thanks, and sorry
Royal Mail have stopped a good trading
relationship between us.

Can anyone tell me if there really are RM account managers???
He's barmy, clearly can't let go of this issue all for £1.98!
Clearly doesn't understand the decline in 'our trading relationship' was down too his customer service skills being lacking not royal mail!

theonlywayisup

pug_in_a_bed wrote: »

The seller has emailed me again!

I left feedback stating

poor customer service avoid
They followed up with:
item lost by ROYAL MAIL not us, offered replacement or refund, Now refunded!

I've received the following email,

Hi, Just to let you know my Royal Mail account
manager has contacted me today and said they are
investigating this loss. As we spend in excess of
£25,000 a year with them, they do tend to take our
claims very seriously. They will probably contact
you concerning this with either a form or via
their Police liaison officer. if you can give them
as much information as possible as I am sure that
if there is a thief taking your goods you will
want them prosecuting. Of course should the order
arrive please let us know ASAP so we can inform
the Investigations branch. Many thanks, and sorry
Royal Mail have stopped a good trading
relationship between us.

Can anyone tell me if there really are RM account managers???
He's barmy, clearly can't let go of this issue all for £1.98!
Clearly doesn't understand the decline in 'our trading relationship' was down too his customer service skills being lacking not royal mail!

There are RM business account managers, I have two. One of them deals with my losses which are negligable. However, his tact, is much as is written above. But he works for RM and is not fully conversant with Ebay/Paypal.

The fact the seller has written this and still won't let it go, goes to enhance his lack of understanding towards his customers. What RM do or don't do is of no consequence to the buyer.

25K a year is not a lot at all for a business customer, so they are not going to do anything other than they would for a normal bulk claim. If your seller bulk claims, RM pick a handful of claims from the list and send the usual forms. If you fail to respond, the seller does not get that claim and they work an average across the amount he filed and the amount they sent out verses the amount that were returned.

Only once have I had a full 'security' audit on my post, which lasted about 10 days. I don't know what they did, other than tag a special label to my mail sacks, but I was told a postal worker was sacked.

Regardless of all this, if you want to fill in the form, should it come, then do. If you don't, then don't.

I would forward the email to Ebay and explain you feel harrassed (if you do).

pug_in_a_bed

he's absolutely crackers and this email makes him seem more so.
I won't be helping him out by completing the claim form and will await the 'police liason officer' to arrest me on my doorstep;)

soolin

A bit OT but this thread is a prime example of why sellers need to look at the way they treat buyers and i would be inclined to book mark it.

Just recently we've had a flurry of threads along the lines of 'buyer scamming me by saying item hasn't arrived' and then the posts tsrat with sugegstions for making them go through paypal. 'fighting them' to stop them getting a refund, responding with all sorts of nonsense about how it isn't a sellers fault etc.

If something is lost a seller will have to refund, end of story. Therefore if you get an email from a buyer asking about an item dwell on this thread. You need to refund them, there is nothing else you can do, but do it politely and with good grace and you will probably end up with a co operative buyer and even positive feedback. Start accusing them, or delaying them or being otherwise difficult and you still refund but end up with a neg and possibly no reclaim of losses from RM.

pug_in_a_bed

Hes come back again.

At the end of the day ebay accounts for around 20%
of our total business, but its 20% we would like
to keep. If a member of Royal Mail is stealing
mails sent between us and yourself, I feel it is
only proper to inform Royal Mail of this, whether
the goods be £2 or £2000. Someone has your order,
we sent it and you did not receive it, and I am
sure you would like this thief caught also. We
therefore ask customers to fill in a simple online
form, which we then submit to RM. We can then
claim for the loss, and they have a record on the
loss they can per-sue if they wish. Someone
somewhere has goods they have not paid for.
If Royal Mail have several incidences in the same
area, I am sure IB will be looking into every case
to prosecute.
I hope your customers give you more chance to
resolve issues than you gave us.

I gave them three emails over 16 days and then opened a dispute to resolve this, I thought that was enough, clearly not!

Someone somewhere has my £1.98 item!