Seller denying they received return package

ediblecastle

EDIT. The title is misleading. Should read:

Seller insisting they didn't receive returned package

I recently returned a blanket via royal mail which I had purchased online. They had agreed to a full refund as the product did not match their description. I sent the package back, 2nd class signed for, which they agreed to beforehand.

This was actually a few months ago and I forgot to check the amount had been refunded. I just realised a few days ago that it hadn't- so I contacted them.

They said that they didn't receive the package.

I have delivery proof (post office receipt) that I sent the package off, and to the correct postcode.

I input the ref number in the royal mail tracking service and the package apparently arrived and was signed for. The seller is saying that they don't know who signed for it and are investigating.

Where do I stand with my rights?

cono1717

Did you pay via paypal? If so you can open a dispute with them and send them the proof of signature. You can read up on their Buyer Protection at https://www.paypal.com/uk/webapps/mpp/paypal-safety-and-security

mattyprice4004

cono1717 wrote: »

Did you pay via paypal? If so you can open a dispute with them and send them the proof of signature. You can read up on their Buyer Protection at https://www.paypal.com/uk/webapps/mpp/paypal-safety-and-security

They've said it was a few months ago, so they're probably too late for PayPal.

m0bov

Send a letter before claim, then go online and file a SCC action against them.

ediblecastle

Thanks, but no I didn't use paypal.

But like I asked in the OP, where does the power lie here? Are they obliged to pay me back if they didn't receive the returned package? Should they be paying me back no questions asked and dealing with the matter internally?

Sorry... the title of this thread is misleading. I shouldn't have used the word 'denying'. They very well might not have received the returned package. How am I to know? All I have proof of is that I sent it off.

Le_Kirk

ediblecastle wrote: »

All I have proof of is that I sent it off.

No, you also say it was delivered as you checked the tracking. The latest version of Royal Mail "signed for" gave me a signature when I checked, even without asking whereas previously you had to make a request.

ediblecastle

Le_Kirk wrote: »

No, you also say it was delivered as you checked the tracking. The latest version of Royal Mail "signed for" gave me a signature when I checked, even without asking whereas previously you had to make a request.

Yes sorry. I also have proof that it was delivered to 'a location' and signed for by 'someone'

the problem being... the company don't recognise the signature or the name given.

ediblecastle

There hasn't been any concrete replies to this issue. I'm guessing it must be a grey area in consumer rights?

EDIT- seems like they're going to refund after all. Just took ages... *shrug*

wealdroam

ediblecastle wrote: »

There hasn't been any concrete replies to this issue.

Really?? Re-read post #4.

ediblecastle wrote: »

I'm guessing it must be a grey area in consumer rights?

There really is no grey area here. If you want to insist that the goods were returned to the seller and the seller denies this, then you may need a county court judge to help you decide who is right.

By the way, if you think the thread title can be improved, why not edit it? Click the edit button, then Go Advanced, then adjust the contents of the title box as required.