Major problem with Royal Mail

Irn-Bru-Kid

Hey everyone,

First time poster...so please be gentle.

I have a major problem with RM and I am at my wits end.

Last Monday I posted over 15 games purchased from me (not Ebay). From Friday until last night I have received 7 emails from customers asking where their game was. I sometimes get the odd one or two that are a little impatient, but I thought that for 7 to contact me was a bit strange. Anyway I emailed them all back asking them to wait a little longer and that their patience was appreciated.

Just came back from my local PO after posting some more games, happened to mention to the lovely lady that works there that I have numerous complaints from customers about no-shows and was flabbergasted by her response!

She told me that she has had countless customers complaining that there post hasn't arrived, all posted on Monday last. She apparently contacted her boss or area manager or something, who in turn contacted RM and they believe that there is a strong possibility that a post bag from my PO has been nicked from the back of the van!

The PO is in quite a rough area and it certainly wouldn't surprise me, but do you think this sounds believable?

I have proof of postage for all my games, but my biggest problem is refunding everyone as I don't have anywhere near enough funds in my account. I can't 'load' money into my account, so I am pulling my hair out.

Should I email those customers who are affected and tell them what has happened and hope they understand? Or just apologise and say I will refund ASAP.

I just know my feedback is going to get trashed...any thoughts?

Cheers

soolin

AS it has only been a week I would certainly ask the buyers to wait a few more days, however you will have to start taking steps to load your payment source so that full refunds can be given. You say this isn't ebay, but i'm assuming you still used somehting like paypal to accept payments? Is feedback a real issue on whatwever site you used?

Try and get somehting in writing from the RM, keep on at them if necessary as if they know they have an issue it should make your claim after 15 working days much easier. It is not too unbelievable that a sack has gone missing, just walking home from the local hospital today I saw two trolleys padlocked to a lampost but with sacks of sorted mail inside waiting for the postmen to collect another sack full.

FattyBettyBoo

I dont suppose you're in North Wales? The reason I ask is that I posted 10 parcels on Monday 7th March and have had 4 emails saying they haven't arrived. I've only ever had 1 not show up before now in over 800 sales so it seems odd. Maybe there was a major c**k up on that day?!?

Irn-Bru-Kid

Hi Soolin,

Thanks for the advice...much appreciated.

Its actually play that I sell on, they handle the payments and its then transferred to my bank. As far as I am aware, I can't load money into my account to refund everyone.

Although feedback on play isn't a major factor is selling on there, I have built up a decent reputation and feedback and its upsetting to think that I am about to get trashed.

I will contact RM today and see if I can get them to confirm in writing or email.

I will ask my customers to wait a couple more days, but I don't think they are going to get their games. Do you think I should tell them exactly what has happened or just suck it up, apologise and refund then as soon as I can.

Cheers

Irn-Bru-Kid

Hi FattyBettyBoo,

No, I am in Kent, but strange that they were posted on the same day as yours and you seem to be having problems as well.

RM are a nightmare!

Many thanks

trigirl1979

hi, sorry to hear of your problems - where in kent are you? I have a friend who works at RM I could ask?

soolin

Irn-Bru-Kid wrote: »

Hi Soolin,

Thanks for the advice...much appreciated.

Its actually play that I sell on, they handle the payments and its then transferred to my bank. As far as I am aware, I can't load money into my account to refund everyone.

Although feedback on play isn't a major factor is selling on there, I have built up a decent reputation and feedback and its upsetting to think that I am about to get trashed.

I will contact RM today and see if I can get them to confirm in writing or email.

I will ask my customers to wait a couple more days, but I don't think they are going to get their games. Do you think I should tell them exactly what has happened or just suck it up, apologise and refund then as soon as I can.

Cheers

It makes no difference what has happened to the items, if they don't arrive you will have to refund.

Irn-Bru-Kid

soolin wrote: »

It makes no difference what has happened to the items, if they don't arrive you will have to refund.

Oh I know I need to refund them without question. But as I may have a problem refunding them straight away, I was wondering if I should explain the situation in full in the hope that they will understand and give me a bit of time to sort it out.

Would you be understanding? Or just think tough, I want my money back now!

Many thanks

soolin

Irn-Bru-Kid wrote: »

Oh I know I need to refund them without question. But as I may have a problem refunding them straight away, I was wondering if I should explain the situation in full in the hope that they will understand and give me a bit of time to sort it out.

Would you be understanding? Or just think tough, I want my money back now!

Many thanks

The problem is that buyers will need to buy their game from someone else, so will need their money back ASAP, As a buyer I would not wait any longer that say 10 - 12 days max before getting a refund.

If you leave it too long you ar emuch mor elikely to get bad feedback. Also, if you ask for extra time because you can't afford to refund it straight away it well panic the buyers who think you will run out of funds, so they may be more tempted to start any formal refund process even quicker to try and get their money before any other buyers.

Esoog

Can you offer to send a cheque? Or "gift" them money via paypal? (if you have one)

soolin

Esoog wrote: »

Can you offer to send a cheque? Or "gift" them money via paypal? (if you have one)

Since there is a process on Play for reclaiming money for goods not received I would strongly caution the OP about making any other sort of payment. Otherwise the original payment could still be seen as available to be chargebacked.

If I were the OP I would contact Play and ask them how I needed to re fund my account due to an unusually high number of items not received.