Royal mail won't give me compensation without hearing from buyer

bylromarha

RM told me this too in April 2012. Thread here

I now insist my buyers return a claim form to me before I issue their refund. I post it to them with an SAE so they aren't out of pocket.

If the buyer knows how ebay works, I'm stuffed, but its worked so far. I figured that EVERY online company I've had to claim from insist I fill in a claim form before I get my money back, so why shouldn't I?

I then send those forms onto RM as proof of loss. I designed my own form based on the RM template they sent me.

AFWIW, the earlier claims I have put through have had accompanying letters from RM saying something to effect of "we still haven't heard from the buyer, so we'll refund you". That says to me more people bin the RM forms than complete and return as asked. The buyers have their refund, why bother with another form?

marking_bad

I actually replied to that thread, I remember it well. I knew they would try it on.

Assuming guilt because someone didn't send a form in, it's so bonkers it's laughable.

Did you know they have stopped compensation now for Freepost items? I didn't until recently.

too_much_debt

I had an item go missing last year and filed a claim, I had the standard letter back saying they had received my form and to allow them 30 days to investigate. I did not hear back from them within the 30 days and when I called the guy said the person had not returned the form they sent him and that they would send me a cheque, which I did receive.

I have another two parcels missing, one that I've just received the standard letter for and one I have to fill out the form and post off on Monday, one is for £22 the other £15.

morganedge

too_much_debt wrote: »

I had an item go missing last year and filed a claim, I had the standard letter back saying they had received my form and to allow them 30 days to investigate. I did not hear back from them within the 30 days and when I called the guy said the person had not returned the form they sent him and that they would send me a cheque, which I did receive.

I have another two parcels missing, one that I've just received the standard letter for and one I have to fill out the form and post off on Monday, one is for £22 the other £15.

Almost exactly the same situation as me.

Lost an £8 lipstick sent in a standard envelope. Recieved the standard letter and got a cheque a few weeks after that.

Had a £50 bag go missing a few months ago. Got the standard letter but didn't hear anything after a month, so I rang them the other day. Royal mail rep said that they hadn't received a reply from the non-recipient, but that if there was still no reply within a few days, they'd send me a cheque. That was over a week ago, so i'm close to ringing them again and chasing it up.

Also had 2 other smaller items dissapear a few weeks ago, but am yet to claim for them.

All sent recorded delivery except the lipstick

zerog

bylromarha wrote: »

If the buyer knows how ebay works, I'm stuffed, but its worked so far. I figured that EVERY online company I've had to claim from insist I fill in a claim form before I get my money back, so why shouldn't I?

I think many buyers know how ebay works but if you're cooperative then they see no reason not to help you get compensation from RM. I would. Only if the seller tries to get me to claim instead or is abusive etc. then I'll use ebay to my advantage.

barmonkey

lindseykim13 wrote: »

Hang on a minute what are these stats people think they know? I'm not a scammer and since i started my business up what 3yrs ago and sell my personal stuff on ebay too i've had to file roughly 8-10 claims in that time. 2 just last week and both have been paid out today.

That sounds alot to me, ive been sending between 5 and 10 ebay parcels a week for the last 8 years and as yet have not had to claim.

zerog

barmonkey wrote: »

That sounds alot to me, ive been sending between 5 and 10 ebay parcels a week for the last 8 years and as yet have not had to claim.

RM is probably quite variable depending on where you are.. I've sold about 80 items over 4 years and only rarely used recorded, but have had no problems (not that I know of - about 25% of buyers don't leave feedback but they haven't complained). But I've bought around 80 items too, obviosly from all over the coutnry and RM has lost at least 3.

morganedge

morganedge wrote: »

That's odd!
I'm waiting for compensation from royal mail myself. £50.00 clothing item sent using recorded delivery has gone missing.

I spoke to customer services rep at royal mail last week to chase up my claim, and he told me the opposite of what you have said?

He said that if, after 30 days of contacting the recipient they are yet to receive a reply, then they will give compensation!

I wonder whose right!?
Looks like I might have to ring them yet again!!

Got a letter a few days ago, saying the opposite of what the customer services rep told me on the phone! grrr...I wish they were all singing from the same sheet.

The letter says that they have contacted the intended recipient and haven't received a reply, so they are assuming that she received the item!.

Any advice on the best way to respond? What words to use.
I really could use the money.
I want to say something to the effect of ''I can't make her send you confirmation that she hasn't receieved anything. I've emailed her on ebay and explained that I need her help in order to get my compensation. I also want to mention that fact that I sent it recorded, and on their 'track and trace' feature, it still doesn't say 'delivered', so how can they assume that it has been??

I'll send them a letter tomorrow.
Is there a template letter anywhere that I can copy which makes the points I want to make, but in a professional sounding way>?