item delivered and signed for but not from buyer

theonlywayisup

kangoora said:

It seems very strange the buyer is getting any response at all from RM. The buyer doesn't have a contract with RM, you do, as the purchaser of the service so it's very weird that RM are actually communicating with her.

Royal Mail allow sender or addressee to claim.

OP has she opened a case?

challengedavid

challengedavid

theonlywayisup said:

kangoora said:

It seems very strange the buyer is getting any response at all from RM. The buyer doesn't have a contract with RM, you do, as the purchaser of the service so it's very weird that RM are actually communicating with her.

Royal Mail allow sender or addressee to claim.

OP has she opened a case?

no case opened as of yet,  but i think the system will stop it opening as the time for delivery has not passed yet
also i think that if it says delivered on the item the option of "i did not receive it" is not there anymore

shaun_from_Africa

The buyer can open a RM claim but if they do then as the item was sent by RM signed for, they are required to enter the tracking number shown on the receipt.
Challengedavid, has the buyer asked you for this number? as without it, they couldn't even submit the claim form.

challengedavid

shaun_from_Africa said:

The buyer can open a RM claim but if they do then as the item was sent by RM signed for, they are required to enter the tracking number shown on the receipt.
Challengedavid, has the buyer asked you for this number? as without it, they couldn't even submit the claim form.

no they have not as if you purchase the postage via ebay/packlink  the tracking is auto uploaded to the sale

soolin

challengedavid said:

theonlywayisup said:

kangoora said:

It seems very strange the buyer is getting any response at all from RM. The buyer doesn't have a contract with RM, you do, as the purchaser of the service so it's very weird that RM are actually communicating with her.

Royal Mail allow sender or addressee to claim.

OP has she opened a case?

no case opened as of yet,  but i think the system will stop it opening as the time for delivery has not passed yet
also i think that if it says delivered on the item the option of "i did not receive it" is not there anymore

Both ebay and paypal will still allow a claim to be opened, but all you have to do is respond to the case pointing out that tracking was uploaded at point of dispatch and shows as delivered. I tend to be over cautious and also phone and ask for the case to be closed on that basis. Once the case is closed in your favour the buyer cannot leave feedback either .

soolin

shaun_from_Africa said:

The buyer can open a RM claim but if they do then as the item was sent by RM signed for, they are required to enter the tracking number shown on the receipt.
Challengedavid, has the buyer asked you for this number? as without it, they couldn't even submit the claim form.

Don't forget nowadays in order to follow the technical requirements to win an INR as a seller, the number needs to be uploaded at point of dispatch (or at least before 1 estimated delivery date) - so buyers will always have tracking when available. 

charly98

Whenever a RM item is signed for at an address other than that intended, the confirmation should be marked with details of where it was signed for at. e.g. house number.

It always does whenever a neighbour signs for our post, and I've seen it several times with items I've posted using RM Signed For.

custardy

challengedavid said:

another message this morning

"Hi Royal Mail are contacting our local PO who have 72 hours to do their own investigation into who posted the item. Then I should get an email from Royal Mall within 5 working days to say they've either tracked down the parcel or they admit complete liability and I can claim the money back. Thanks"

i get what you are saying with not refunding but seems harsh if she does not have the item she paid for
not said anything about refunding as if that happened i would need some indication from royal mail that they will payout

will update if anything else happens

soolin said:

challengedavid said:

another message this morning

"Hi Royal Mail are contacting our local PO who have 72 hours to do their own investigation into who posted the item. Then I should get an email from Royal Mall within 5 working days to say they've either tracked down the parcel or they admit complete liability and I can claim the money back. Thanks"

i get what you are saying with not refunding but seems harsh if she does not have the item she paid for
not said anything about refunding as if that happened i would need some indication from royal mail that they will payout

will update if anything else happens

That seems rather strange from RM, I have never managed to get their interest like that when I try- I have always been told that delivery is delivery and that's it. Buyer also knows who posted it unless they told them they don't believe you did?

Maybe custardy will log in and see this thread- as he is the expert on RM policy

Its nothing unusual.
They have logged a 'Denial Of receipt' query with RM CS.
72 hours is the standard SLA for delivery office managers to respond to CRTs (complaint resolution tool)

soolin

custardy said:

challengedavid said:

another message this morning

"Hi Royal Mail are contacting our local PO who have 72 hours to do their own investigation into who posted the item. Then I should get an email from Royal Mall within 5 working days to say they've either tracked down the parcel or they admit complete liability and I can claim the money back. Thanks"

i get what you are saying with not refunding but seems harsh if she does not have the item she paid for
not said anything about refunding as if that happened i would need some indication from royal mail that they will payout

will update if anything else happens

soolin said:

challengedavid said:

another message this morning

"Hi Royal Mail are contacting our local PO who have 72 hours to do their own investigation into who posted the item. Then I should get an email from Royal Mall within 5 working days to say they've either tracked down the parcel or they admit complete liability and I can claim the money back. Thanks"

i get what you are saying with not refunding but seems harsh if she does not have the item she paid for
not said anything about refunding as if that happened i would need some indication from royal mail that they will payout

will update if anything else happens

That seems rather strange from RM, I have never managed to get their interest like that when I try- I have always been told that delivery is delivery and that's it. Buyer also knows who posted it unless they told them they don't believe you did?

Maybe custardy will log in and see this thread- as he is the expert on RM policy

Its nothing unusual.
They have logged a 'Denial Of receipt' query with RM CS.
72 hours is the standard SLA for delivery office managers to respond to CRTs (complaint resolution tool)

Thanks custardy, I've never heard of this before and whenever I have tried reporting this sort of thing as a buyer they haven't wanted to know at all. I knew you'd be the one to respond.