Royal Mail Claim - proof of value

swingaloo

I post about 15 items a week and the tracking only shows 'delivered' on probably 5 or 6 at most. Never assume something has not arrived because of the lack of tracking. I have feedback from dozens of buyers who had deliveries which still show just as 'dispatched'.


I have over 700 feedbacks and obviously not everyone bothers to leave it so have probably done about 1000 sales over the last few years and out of those only 2 items were reported lost.

Bodkin64

I spoke too soon! Though there was no problem with this item, it appears that another item I dispatched at the same time (via MyHermes, who I usually use without any problem) has failed to be delivered. The last tracking update on 30th May said it was going to be delivered that day, but I have now been contacted by the buyer saying it hasn’t arrived. Now they’ve done this then, though I guess it would be prudent to wait a couple more days, surely the only option is for the buyer to report it not received and I go through the claim process with MyHermes. Fortunately it wasn’t all that valuable so won’t be hugely out of pocket.
In the meantime I’ll follow up on getting reimbursement from RM for the item that was delivered with no tracking information.... do I just go through the online claim process for this? I don’t think I saw an option to report this particular kind of occurrence.

girlchops

hi Malcyb,
I've claimed from RM via online form when an item was sent signed for but no signature was collected on delivery. I only knew it was delivered because of the lovely feedback i was left, that was around Easter so was an available option then.
is it worth a call or message to Hermes to chase? i don't use Hermes to post so can't help too much with it, maybe one of the others can help with that?
Make sure your buyer opens an INR claim before refunding but i was told by eBay to wait for the buyer to request a refund before directing them to the INR claim!!. That will also give you some time and hopefully the parcel will turn up and if not it will at least be tracked if you have to refund instead.
hope the parcel turns up!!

ballisticbrian

You first need to get the buyer to have a good look outside and check with neighbours.

forgotmyname

That request bugs me, check with the neighbours or check at the sorting office.....

We usually take the deliveries in for the neighbours, usually someone in most of the time. If we did miss a delivery then the neighbour would have told us. Unless there is a neighbour that likes to steal parcels then they will say no anyway so pointless asking.

Goto our sorting office and you wait 10 minutes whilst they look busy and ignore you, then they say where is your card. Not interested without a card.

But our postman often wont leave a card so its best not to miss deliveries.

Not wasting time and fuel going there without a card though.


As mentioned though don't chase buyers to see if they have the item, they may suspect there is a chance of a refund. If it didn't arrive they will soon let you know.

zerog

For claiming the failure to obtain a signature, the process is now very simple: https://personal.help.royalmail.com/app/webforms/fee_refund

Just enter the tracking number and you will get six 1st class stamps in 1 or 2 days. You need to wait 11 working days after posting before you can claim. You don't need to upload the posting receipt. Obviously, only use this if you are certain the buyer received it, as you have to declare that the item was actually received. If the buyer then decides to file INR they will win, and you won't be able to tell RM it wasn't received after you previously said it was received.


For lost items it's a different form: https://personal.help.royalmail.com/app/webforms/claim

They ask you for the ebay item number and they have very quickly paid me by cheque with a screenshot showing the buyer's case and my refund to the buyer.