WHO`s entitled to the compensation

Outtathaway

shelly wrote:

Hmmmm....I usually agree with Soo but I'm not so sure on this occasion...lol...
Why is it the sellers responsibility for items lost in the post?
Surely once you hand it over it becomes the responsibility of RM? As a seller all we can do is correctly address it and get a COP.In the past if an item went missing and we didn't have a COP then we immediately refunded the buyer but then it started happening regularly as some buyers were putting in the feedback comments ''Thanks for fast refund for item not delivered''.So now we always get a COP for every item and if a buyer says they haven't received an item we send them the proof (by recorded delivery) and they make a claim to RM.It doesn't happen often any more....strange that....lol...

The reason why its the sellers responibility is that if its lost its them who can claim back from RM to get the item cost back. So if the item is lost then the seller can refund the buyer and claim back from RM and neither buyer or seller have lost out

katiepops_2

The 64 p for insurance is the cost of sending it recorded delivery (ie, it's the actual postage cost plus 64 p).

Kate

shelly

Well I have to say that we have had 2 buyers say that items have gone missing and we told both of them to claim from RM after we sent them the COP's.We haven't heard any more from them so assume their claims went through ok.We have never made the claims ourselves.I always thought it was us who made the claim as a seller but when I asked the first time it happened for a claim form the bloke in the PO said that our buyer had to make the claim.

JohalaReewi

Which is the complete opposite of what our RM sorting office told me when a package sent to me failed to arrive. The sender told me to check with the sorting office to see if they were holding it and if not, to claim compensation from RM for lost in post. RM said it was the sender who had to claim for compensation.

Hintza

shelly wrote:

Well I have to say that we have had 2 buyers say that items have gone missing and we told both of them to claim from RM after we sent them the COP's.We haven't heard any more from them so assume their claims went through ok.We have never made the claims ourselves.I always thought it was us who made the claim as a seller but when I asked the first time it happened for a claim form the bloke in the PO said that our buyer had to make the claim.

I think you are wrong in this case! I think it is the sellers responsibility.

But it does give me food for thought. I have had quite o few items go missing recently and although I feel the vasy majority are genuine, there is the odd time I think the buyer is at it.

I might give this a try in those instances.

Tojo_Ralph

Hintza wrote:

I have had quite o few items go missing recently and although I feel the vasy majority are genuine, there is the odd time I think the buyer is at it.

If I think the buyer is "at it", it's usually a kid I'm dealing with, so I have a really friendly email that goes along the line of......

"Please give it another day and check with your local Post Office to confirm its not laying there.... blah.... blah.... If it has still not arrived, it would appear lost or stolen, so I'll then commence the claim process, filing a report with the Royal Mail Inspectors department of Loss, Theft and Fraud .... blah blah (lotsa friendly but scary bullspoo).... I will need to know the homeowners full name if you are not the homeowner, as the Inspectors may well be in contact to investigate the missing item.... etc,"

........... It's amazing how often the item turns up.

soolin

Going back to the paypal issue. Paypal will always find in the buyers favour unless the sender can prove delivery. So if I should get a chargeback claim against me I must either refund the buyer and reclaim from the Post office using my COP, or prove to paypal that the item was delivered by showing the tracking number from a recorded delivery or special delivery slip.

If anyone is having problems with fraudulent claims against them, try sending everything by recorded delivery for a while and then if a buyer tries to claim for non receipt you have proof. You could also hint to the post office that you believe someone is trying to make a fraudulent claim to scam you.

As for who claims, the new claim forms from the post office seem to allow for either the sender or the receiver to claim. However, I would have thought it almost impossible for the buyer to complete the form as it needs all sorts of information about timing etc that the COP might not help them with. However, as a seller I prefer to claim myself as it means I can keep proof (photocopy the cheque and keep letters etc) when I refund a payment.

Soo

soolin

Tojo_Ralph wrote:

If I think the buyer is "at it", it's usually a kid I'm dealing with, so I have a really friendly email that goes along the line of......

"Please give it another day and check with your local Post Office to confirm its not laying there.... blah.... blah.... If it has still not arrived, it would appear lost or stolen, so I'll then commence the claim process, filing a report with the Royal Mail Inspectors department of Loss, Theft and Fraud .... blah blah (lotsa friendly but scary bullspoo).... I will need to know the homeowners full name if you are not the homeowner, as the Inspectors may well be in contact to investigate the missing item.... etc,"

........... It's amazing how often the item turns up.

Yes Tojo you make a very valid point. Very often a buyer will suddenly 'find' the package when you tell them you are making an official claim. If I think it is a bit dodgy or odd I lay it on quite thick and use sentences like, 'I will be making an official claim against the post office and they may require you to sign an official form to confirm that you have not received the item. They may also check with your local delivery office to ensure that there have been no problems thta might affect delivery.' Sometimes i even let them know that the claim form requires their telephone number in case the post office need to phone them for any reason.

I would think that most of mine though have been genuine, so I tend to refund them and claim from the post office later.

Soo

shelly

Hintza wrote:

I think you are wrong in this case! I think it is the sellers responsibility.

I actually didn't refer to this case at all in my comment so how can I be wrong?At the end of the day it boils down to who claims for a lost item and I merely pointed out that I as a seller haven't claimed but my buyers have.I can't help it if what my PO tells me is different to anyone elses.We all do things differently on e-bay I was just saying he we did things.