Buyer refunded for lost item that was 'delivered' by RM

shapala

Hi all.

Hope you're well with all that's going on.

A few weeks ago I sold an item that cost me £20. Sold and saw it was delivered day after sending it (RM 1st class parcels). The buyer got in touch a few days later to say they never received despite them also seeing it was delivered using the tracking number. I've no reason to dispute since they seemed genuine and had high feedback and had said they had asked neighbours if it had been delivered to them. I refunded them in full.
I'm likely going to put a claim in but should it be a 'lost' parcel despite showing as 'delivered' with Royal Mail (just 1st class parcels, not recorded but the 2d barcode for once shows delivered). Getting thru to RM by phone will take hours as they're completely under the cosh right now.
Would be interested to hear what to do since I've never had this occur for 1000s of parcels sent with RM over the years. TIA.

[Deleted User]

if this wasn't sent recorded then what is the tracking you have checked to say this was received. I've never known a standard parcel sent 1st or 2nd class without being recorded or special delivery requiring a signature or even showing a barcode anywhere on the receipt so as to be able to track it? If it was sent as tracked post and you could see this as received then you wouldn't refund but obviously it's always a risk when sending as standard post.

moonpenny

Daveym79 said:

if this wasn't sent recorded then what is the tracking you have checked to say this was received. I've never known a standard parcel sent 1st or 2nd class without being recorded or special delivery requiring a signature or even showing a barcode anywhere on the receipt so as to be able to track it? If it was sent as tracked post and you could see this as received then you wouldn't refund but obviously it's always a risk when sending as standard post.

I send second class small parcels with RM and always check tracking on RM website.  It doesn't  "track" as such but shows as delivered.

The number you enter on the tracking is the one on the proof of posting slip.

shapala

Daveym79 said:

if this wasn't sent recorded then what is the tracking you have checked to say this was received. I've never known a standard parcel sent 1st or 2nd class without being recorded or special delivery requiring a signature or even showing a barcode anywhere on the receipt so as to be able to track it? If it was sent as tracked post and you could see this as received then you wouldn't refund but obviously it's always a risk when sending as standard post.

For a few years now RM has 2D barcodes for 1st and 2nd class (non recorded) parcels - I buy my RM labels through eBay via Shutl (or whatever they're called) and then take to the post office where they are then scanned with provided proof of postage. When scanned by the postie delivering the parcel they are then scanned again showing as delivered when you track it, and I track each and every parcel. No signature needed to show 'delivered' as it's scanned by the postie upon delivering it.

Never had something like this happen so unsure how to proceed. Like I said, the item wasn't high value but obviously weird that it's showing as received and yet the buyer didn't, nor did his neighbours - his address was pretty normal, not some out of the way residence. I've no reason to not believe him as he did seem genuine with the messages I received.

soolin

If the RM track and trace says it was delivered then Royal Mail won’t pay out. 

Having had so many people miraculously find their parcel next door or with another family member when I explain the item shows as delivered I no longer refund . I do assist them though with details of the parcel, where and when it was sent and explain that I will provide any additional information RM require, so far no one has asked me to do any more and have just gone quiet. Most of my enquiries nowadays though are for large letters which I also get delivery confirmation on by using RM48.  

I am surprised that despite adding the delivery number as soon as my item is sent some buyers still don’t realise that proof of delivery is available. Having seen the responses on this thread though it would appear that this standard service is still not widely known. 

shapala

soolin said:

If the RM track and trace says it was delivered then Royal Mail won’t pay out. 

Having had so many people miraculously find their parcel next door or with another family member when I explain the item shows as delivered I no longer refund . I do assist them though with details of the parcel, where and when it was sent and explain that I will provide any additional information RM require, so far no one has asked me to do any more and have just gone quiet. Most of my enquiries nowadays though are for large letters which I also get delivery confirmation on by using RM48.  

I am surprised that despite adding the delivery number as soon as my item is sent some buyers still don’t realise that proof of delivery is available. Having seen the responses on this thread though it would appear that this standard service is still not widely known. 

Thanks Soolin, as always. 

I'll just write it off in this case then :-( . As mentioned, I have no reason to disbelieve the buyer as he did come across as genuine. As I said, have sold 1000s of things over the years but first occasion this has occurred with RM - had it with other couriers tho. I've had posties deliver things to me but for a different address and simply left outside on my porch which had the barcode and this is my thinking on this one - postie delivering to wrong address but barcoding it so shows 'delivered'.

custardy

in the first instance. contact RM before refunding. 
Get them to check the GPS from the delivered scan. it will be too late now as gps data isnt retained for long