Another lost item!!

morganedge

Just had another case opened against me for non-delivery of a product.
I sent it royal mail recorded delivery.

This is now the 5th item that Royal mail have lost in 3 months or so.
I send on average around 2 items per week!

First, am I to assume that there is a problem with my local sorting office? Should I contact someone?

I think i'm actually LOSING money on ebay at the moment, because it seems impossible to get money back from royal mail for items they keep losing.

I have been having a correspondance with the royal mail for a few weeks back and forth now, because they have lost a £60.00 bag that I sent to an ebayer which they never revieved.
I sent it recorded delivery and the 'track and trace' feature still says ''being delivered in the network'' even though it was posted a few months ago!
I sent them the item receipt, prove of postage slip, emails from the buyuer claiming that they hadn't received it and everything else they asked for, but they still don't want to give me my compensation.

They've lost another 2 items recently that I haven't even bothered to claim for yet (another £30 down the drain) as they don't seem to ever want to pay up, not to mention that I'm aware that it may seem suspicious to them to have so many claims from the same person, but I can't help that! lol

campdave

If you're not going to put the claim in, there's not a lot of point complaing about it.

morganedge

campdave wrote: »

If you're not going to put the claim in, there's not a lot of point complaing about it.

Hi,
I have put 4 claims in so far.
If you read the last paragraph, you'll see that there are only 2 itmes (lower value) that I am yet to claim on, and if you read, you'll see why I'm apprehensive of doing so at the moment.
regards.

lovinituk

morganedge wrote: »

Hi,
I have put 3 claims in so far.

What have you done to chase them up? I can't claim now as I am a business customer but prior to that I never had a claim refused, especially when recorded was used and proved non-delivery.

morganedge

lovinituk wrote: »

What have you done to chase them up? I can't claim now as I am a business customer but prior to that I never had a claim refused, especially when recorded was used and proved non-delivery.

Hi.
I fill out the inland claim form p58 as advise to do so.
I send off all of the ebay listings, proof of postage with tracking number (where available), messgaes between me and the buyer etc.

The problem is that if the non-recipient fails to confirm non-delivery when the royal mail try to contact them, you don't get your compensation!

The main claim that I have been going through for an eternity now WAS sent recorded delivery and was for an expensive bag (hence why I think they would rather not pay up).

I have been successful in getting my money back once out of 4 attempts so far

ballisticbrian

morganedge, you've been incredibly unlucky, but there are some positive things you can do. Are you puytting your return address clearly on every package? Are you checking the recipients address, I accidently sent a package to Flat 2, clapham, the other day and many many new eBay users put the incorrect address in. Are you giving Royal Mail suficient time, 15 days? What is your packaging like, I've had things ripped in two, one half arrived with the customer and the other half came back to me. Finally, don't hold back claiming. Royal Mail will see that you are a heavy postal user and on their database, the hot spots for items being lost will show up at the other end, not with you the seller. Hope this helps.

lovinituk

I mean what have you done to chase them up. Have you phoned them to find out what is going on? Maybe your claim form never reached the right dept. I had to resend a couple in the past

morganedge wrote: »

Hi.
The problem is that if the non-recipient fails to confirm non-delivery when the royal mail try to contact them, you don't get your compensation!

They shouldn't need to check if the recorded says undelivered.

morganedge wrote: »

The main claim that I have been going through for an eternity now WAS sent recorded delivery and was for an expensive bag (hence why I think they would rather not pay up).

You won't get the full £60 back anyway. Recorded only covers up to £46

morganedge

ballisticbrian wrote: »

morganedge, you've been incredibly unlucky, but there are some positive things you can do. Are you puytting your return address clearly on every package? Are you checking the recipients address, I accidently sent a package to Flat 2, clapham, the other day and many many new eBay users put the incorrect address in. Are you giving Royal Mail suficient time, 15 days? What is your packaging like, I've had things ripped in two, one half arrived with the customer and the other half came back to me. Finally, don't hold back claiming. Royal Mail will see that you are a heavy postal user and on their database, the hot spots for items being lost will show up at the other end, not with you the seller. Hope this helps.

Hi.
Nice to hear a useful, positive reply!

I would say that my packaging is excellent. (not to sound too big-headed, lol)
I also check that the address exists (habit of being a former clerk for another delivery company!)
However, I must admit that I fail (until recently) on the adding of a return address to the parcel! guilty as charged. I didn't do that on the expensive bag that went missing a few months ago, although have learnt my lesson since.

As for time, If it's only been a few days, I tell my buyer to please wait a little longer, but this most recent person opened a case against me instantly without dropping me a message first, so i'm not sure how it works, and I wonder if i don't refund straight away, i'll get in trouble/negged???


cheers

morganedge

lovinituk wrote: »

I mean what have you done to chase them up. Have you phoned them to find out what is going on? Maybe your claim form never reached the right dept. I had to resend a couple in the past

I assume you're referring to the case with the expensive bag? I know They received the claim form because they replied to me saying that they were looking into it.
Then I heard nothing for over a month so I phoned them up, and was told by the rep that I would get my money back soon.
Heard nothing until 2 weeks later when I recieved another letter saying the opposite of what the rep on the phone told me.

The letter basically said: ''non-recipient hasn't replied to us, so we have to assume that they recieved the parcel - case closed''

I've since complained again and written to them again and am waiting for a reply.
It was sent recorded and their own website doesn't show it as delivered, so how can they assume that it is

lovinituk wrote: »

They shouldn't need to check if the recorded says undelivered.

Exactly!! Yet, I have it in writing that they do.

lovinituk wrote: »

You won't get the full £60 back anyway. Recorded only covers up to £46

Yes, I know that, and that's fine.

lovinituk

morganedge wrote: »

The letter basically said: ''non-recipient hasn't replied to us, so we have to assume that they recieved the parcel - case closed''

Wow, thats not on! Phone them up again and hassle them.

Have a look here for possible next steps - http://www.ombudsman.org.uk/make-a-complaint/if-we-cant-help/postal-services

morganedge

lovinituk wrote: »

Wow, thats not on! Phone them up again and hassle them.

Have a look here for possible next steps - http://www.ombudsman.org.uk/make-a-complaint/if-we-cant-help/postal-services

cheers.
Like I say, I sent a reply to that letter on Wednesday, explaining that I wasn't happy and that their explanation did NOT resolve my issues.
I talked about the issue of having a recorded tracking number which, according to THEIR system, still says ''being processed through the network''
I explained that I had no control over the response to them from the non-recipient.
I also attached lots of messges/emails from teh non-recipient clearly stating that they hadn't received the item and wanted a refund (a month after being sent)

In addition to that, I actually phoned them yesterday about the same issue.

And as per this thread, they've now lost something else by all accounts (£20.00 electric toothbrush)