RM won't let me claim for postal losses anymore

the_lunatic_is_in_my_head

Well I made 35 claims totalling £300 and they didn't bat an eye lid.

OP are these eBay claims, if so are you using the bulk claims form, if not are you stating on the paper form that the sales are from eBay?

Are Royal Mail saying you've made too many claims or are they saying too few buyers responded to the confirmation letters?

On the claims they didn't pay in your last batch because the buyer didn't reply, did you push the matter? Refusing to pay is standard procedure but they know it doesn't hold weight and have to pay unless they can prove the item was delivered. After refusing to pay because the letter wasn't returned you have to respond to say you want the claim paid anyway.

If buyers responded to say they had received the parcel you need to ask which claims and clarify with the customer why they said that.

Buzby

Compensation is now only paid for lost/missing items that are tracked - this requires a minimum of Recorded Delivery, the 100 x 1st Class Stamp scheme has been abandoned. I noticed this last October when the change was advised from January 2012. I now use RD, but this cost is going up to 90p at the month end, so eBay sellers will be the first to be hit.

soolin

Buzby wrote: »

Compensation is now only paid for lost/missing items that are tracked - this requires a minimum of Recorded Delivery, the 100 x 1st Class Stamp scheme has been abandoned. I noticed this last October when the change was advised from January 2012. I now use RD, but this cost is going up to 90p at the month end, so eBay sellers will be the first to be hit.

You are incorrect .

StaffsSW

Postal "losses" vary considerably across different categories too. When I was selling DVD's I rarely sent them with any sort of tracking/proof of delivery, and "lost" about 2 or 3 a month from 750-1000 sales. It didn't warrant me adding 70-odd pence to the P&P for recorded, and besides the extra admin would have been prohibitively inefficient.
Since I've started selling a different product I only have a loss about every 6 months or so now.

Personally, if I was experiencing high levels of "losses" on ~£30 sales, I would be considering sending everything recorded - even if I didn't make a note of the details, it still may prevent the some of the claims being made in the first place.

Buzby

soolin wrote: »

You are incorrect .

I'm all ears. I've had a letter from them explaining the new rules (as a large postal user). What makes you think you'll be treated differently from me?

marie-20

Buzby wrote: »

I'm all ears. I've had a letter from them explaining the new rules (as a large postal user). What makes you think you'll be treated differently from me?

A lot of people on here inc Soolin don't have an acount with RM and as such they will still get compo for lost items as long as they have their POP from the PO

F&L

Buzby, this thread may help you https://forums.moneysavingexpert.com/discussion/3807669

In summary business users like yourself can no longer claim for standard or recorded mail but others can.

the_lunatic_is_in_my_head

Buzby wrote: »

I now use RD

Recorded isn't a tracked service, if you have an account and use packetpost then there is no compensation for standard or Recorded mail.

bylromarha

ludovico wrote: »

Well I made 35 claims totalling £300 and they didn't bat an eye lid.

OP are these eBay claims, if so are you using the bulk claims form, if not are you stating on the paper form that the sales are from eBay?

Are Royal Mail saying you've made too many claims or are they saying too few buyers responded to the confirmation letters?

On the claims they didn't pay in your last batch because the buyer didn't reply, did you push the matter? Refusing to pay is standard procedure but they know it doesn't hold weight and have to pay unless they can prove the item was delivered. After refusing to pay because the letter wasn't returned you have to respond to say you want the claim paid anyway.

If buyers responded to say they had received the parcel you need to ask which claims and clarify with the customer why they said that.

Ebay claims on bulk claim form and emailed off.

All UK sales.

RM saying now that I have made too many claims, they must have a proof of non delivery from the buyer before they will pay out. This recent claim 3 people returned the form to RM, 3 people didn't return the form, therefore RM consider that, as the buyer didn;t return the form, then they obviously received the parcel. I got paid half the claim - letter to push for rest of money has not yet had a response.

The letter RM sent me with the cheque for 50% of the claim was very clear that they will not pay me anything else I claim for unless they have a signed non receipt form from my customers, and sent me an exemplar I could adapt to incorporate my business logo, address etc.

The inclusion of the exemplar tells me that this is the way they insist I go now if I want my money back.

Zavvi did it to me when RM lost something - I had to wait 3 weeks for it to "actually" be lost. Then Zavvi had to generate a form and post it to me, then I had to post it back (neither fax nor email acceptable) Whole process took 6 weeks from ordering to goods in my hand.

As a small business, I'm thinking as soon as something is reported missing, then I post a claim form immediately to customer and turn around shouldn't be more than a few days on that - really shouldn't have to but RM are not playing by their own rules by insisting on the buyer's signature for lost items.

kevinyork

bylromarha wrote: »

Ebay claims on bulk claim form and emailed off.

All UK sales.

RM saying now that I have made too many claims, they must have a proof of non delivery from the buyer before they will pay out. This recent claim 3 people returned the form to RM, 3 people didn't return the form, therefore RM consider that, as the buyer didn;t return the form, then they obviously received the parcel. I got paid half the claim - letter to push for rest of money has not yet had a response.

The letter RM sent me with the cheque for 50% of the claim was very clear that they will not pay me anything else I claim for unless they have a signed non receipt form from my customers, and sent me an exemplar I could adapt to incorporate my business logo, address etc.

The inclusion of the exemplar tells me that this is the way they insist I go now if I want my money back.

Zavvi did it to me when RM lost something - I had to wait 3 weeks for it to "actually" be lost. Then Zavvi had to generate a form and post it to me, then I had to post it back (neither fax nor email acceptable) Whole process took 6 weeks from ordering to goods in my hand.

As a small business, I'm thinking as soon as something is reported missing, then I post a claim form immediately to customer and turn around shouldn't be more than a few days on that - really shouldn't have to but RM are not playing by their own rules by insisting on the buyer's signature for lost items.

This is an interesting thread. Clearlyyou are eligible to claimfor losses as you are not using a business account.

Personally, I believe RM are on sticky ground here. They are making an assumption that customers have received their items as they have not returned their letter sent by RM seeking confirmation.

A couple of years ago we had a lot of issues with RM claims and escalated it to the Chairmans office. We questioned this issue re customers not returning their forms as many simply would not bother as they had either had their replacement or a refund and could have moved since making their purchase. We were told that they would not be able decline our claims just because that form was not returned. Its like being classed as being guilty until proved innoccent when in fact they dont have the evidence to prove the item was delivered. If you pursued it through the County Court they would not stand a chance. Dont give up.