Ebay Manged Return lost on return jounrney

bxboards

Hi

I sent back an Ebay item this time last week, I got a postage label from Ebay (RM Tracked 48 hours) and I dropped it off at my local PO on 9th July.

Item tracking is stalled on '13-JUL-201507:22 Sales Order Raised'

Question is, how do I get my money back? Seller has not received it back, and I don't have a contract with RM directly. I do have a copy of the .PNG postage label and my receipt from the Post Office, so in principle I could make a claim - the item is worth around 200 pounds, although I am unsure if this service has a compensation limit.

I have contacted Ebay but they are useless and keep asking me to to contact the seller!

theonlywayisup

The difficulty with this is the service only covers £50 and to make matters worse, you were not the person who contracted the carrier.

All I will say, is that RMT is very very reliable and although the odd parcel can be late, I've not had any lost.

The tracking normally updates 5 times on it's journey, but with RMT Returns it seems to only update once it's scanned at the recipients DO. Although you sent it on 9 July (a Thursday) assuming it was collected it would be back at the recipients DO on the Monday. What else does the tracking say?

Check it at https://www.royalmail.com/trackdetails.

bxboards

Thank You - I was worried the claim limit may have been pretty low.

Tracking literally has only two events, my drop off, and the sales raised a few days later and nothing else.


13-JUL-2015 07:22 Sales Order Raised
09-JUL-2015 08:13 Accepted at Post Office

By my reckoning it should have been delivered by Saturday 10th or Monday 13th at the latest - obviously gone 'walkies' en route unfortunately.

I'vw also phoned Royal Mail but the telephone service obviously doesn't want to actually talk to people and puts you on hold with maddening 'hold' music and multple menus and says check online..!:mad:

theonlywayisup

The first entry is the scan into the PO. The second you can ignore, as that is random and generates at any time, (it is the charge to the contracted agent) and doesn't play any part of the tracking as such.

I have found that on the RMT Returns, they are not scanning until local DO, but as you and I surmised, that should have been Monday at the latest.

If you call the Royal Mail business number and explain it was a Royal Mail Tracked parcel they will make enquires on your behalf. They usually get back to you within 48 hours.

With luck it has only been delayed or is sitting at the PO. Hopefully in a day or so it will update. Keep checking and do report back.

This is what they normally look like:


02-JUL-2015 15:24 DELIVERED - No Signature xxx DO
02-JUL-2015 07:36 Ready For Delivery xxx DO
02-JUL-2015 02:40 Accepted at Inward Mail Centre Plymouth Mail Centre
02-JUL-2015 02:21 Sales Order Raised
01-JUL-2015 09:01 Accepted at Outward Mail Centre Plymouth Mail Centre
30-JUN-2015 13:46 Pre-advice Received

bxboards

Right Royal Mail have got back to me, and I think pretty much confirmed it's lost, is only covered by 50 (value is around 200!).


Thank you for contacting us about a Royal Mail Tracked Returns item with reference number ZFxxxxxxxGB.

I am sorry to learn that your item has not yet been delivered and hope you will accept my apologies for any inconvenience this may have caused you. I have checked our Track & Trace system, which shows that your item was posted on 09/07/2015. To date however, there is no further trace of your item so I am unable to confirm its current whereabouts.

Our Royal Mail Tracked Returns service provides compensation cover up to £50.00 in the event of loss or damage subject to the conditions of posting being met and the required evidence being provided to support the claim. Therefore, if the company you sent it to have still not received it after 10 working days (Mon-Fri) from the due date of delivery, i.e. by 27/07/2015, they may ask to see your proof of posting. They will then contact us directly regarding the loss and hopefully refund your money or credit your account accordingly.

I hope you have found this information useful and that this explanation resolves your enquiry and concludes this matter for you. If there is anything else we can help you with though, please let us know.

Regards

xxx xxxx

Customer Service Advisor


Issue really is who claims - seems I can't claim my end and even if I could I'd only get 50 back. It's certainly not the sellers problem as they are not in Ebay's Managed Return loop as far as claims are concerned either. I think Ebay should resolve but they don't seem to graps the problem, and CS is as we know useless....hmmp!

soolin

I would go back to ebay and keep at them until they sort something useful out.

theonlywayisup

bxboards wrote: »

Right Royal Mail have got back to me, and I think pretty much confirmed it's lost, is only covered by 50 (value is around 200!).


Thank you for contacting us about a Royal Mail Tracked Returns item with reference number ZFxxxxxxxGB.

I am sorry to learn that your item has not yet been delivered and hope you will accept my apologies for any inconvenience this may have caused you. I have checked our Track & Trace system, which shows that your item was posted on 09/07/2015. To date however, there is no further trace of your item so I am unable to confirm its current whereabouts.

Our Royal Mail Tracked Returns service provides compensation cover up to £50.00 in the event of loss or damage subject to the conditions of posting being met and the required evidence being provided to support the claim. Therefore, if the company you sent it to have still not received it after 10 working days (Mon-Fri) from the due date of delivery, i.e. by 27/07/2015, they may ask to see your proof of posting. They will then contact us directly regarding the loss and hopefully refund your money or credit your account accordingly.

I hope you have found this information useful and that this explanation resolves your enquiry and concludes this matter for you. If there is anything else we can help you with though, please let us know.

Regards

xxx xxxx

Customer Service Advisor


Issue really is who claims - seems I can't claim my end and even if I could I'd only get 50 back. It's certainly not the sellers problem as they are not in Ebay's Managed Return loop as far as claims are concerned either. I think Ebay should resolve but they don't seem to graps the problem, and CS is as we know useless....hmmp!

As soolin says, get back to Ebay. I would be doing it via social media, where they don't like the bad press and tend to help a bit more than normal.

the_lunatic_is_in_my_head

Assuming the seller is a business and you have proof of return to their address then they need to refund you.

eBay are on dodgy ground with their return labels as they are the one with the contract with Royal Mail but seemingly refuse to get involved.

It's a shame for the seller as they'll likely have a very hard time getting any money out of eBay but consumer law is on your side in this scenario.

steveE2

Keep on to ebay,this is what should happen

The returned item is lost in the postIf a buyer posted a return and you think it may be lost in the post, wait for the buyer to open a case. We'll look into the matter at that time, and if the trackign data shows us that the item was sent using one of the carriers in the managed returns process and not delivered, we'll provide a refund to the buyer and allow you to keep the payment.

http://pages.ebay.co.uk/help/sell/return-process.html#refunds

bxboards

steveE2 wrote: »

Keep on to ebay,this is what should happen


http://pages.ebay.co.uk/help/sell/return-process.html#refunds

Thanks SteveE2 - must admit opening a Case against a seller for a problem outside their control really goes against my nature really - a defect for them I think for a parcel lost via a 3rd party contract?

I suppose if I must I must...

theonlywayisup

That's a good find, very well hidden!

I would message the buyer the link and open the case, explaining it's the only way eBay will refund.