Buyer says I sent an empty envelope??

steviebabes

Either party can make a claim, there is a section on the form asking if you are the sender or recipient. For lost items (ie undelivered) it is usually the sellers responsibility but for damaged items it is up to the buyer as they have the evidence. You may have to forward the postage receipt and any other relevant info they ask for. Keep copies of everything as RM tend to lose claim forms!

Crowqueen

steviebabes wrote: »

Either party can make a claim, there is a section on the form asking if you are the sender or recipient. For lost items (ie undelivered) it is usually the sellers responsibility but for damaged items it is up to the buyer as they have the evidence. You may have to forward the postage receipt and any other relevant info they ask for. Keep copies of everything as RM tend to lose claim forms!

It's usually the seller's responsibility, even with broken items. I would think that a lot of buyers would not want to have to make a claim if their item arrives broken, since they are protected through Paypal.

I'm not sure how an RM claim works, but it's the seller who had the contract with RM, so it remains the seller's responsibility despite some practical issues.

karenx

Thanks I will go to royal mail next week and get a claim form. But I will also let the buyer know that I/RM will need the envelope to inspect for the damage

Crowqueen

You may also need to refund the buyer for the missing item before processing the claim. They may feel better about keeping the envelope if you don't make any refund conditional on a successful claim.