Lost parcel - rights to a refund?

abc.xyz

Thurs 23 July - Made a £75 order online. Paid extra for next day delivery to my local Post Office
Fri 24 July - Nothing is delivered. Tracking status: Sender despatching item. I leave it until Monday.
Mon 27 July - Tracking status still the same. I call them up and ask where my parcel is. They apologise and refund me the cost of delivery. They say it will "hopefully" be delivered on 28 July.
28 July - Nothing.
02 August - Tracking status still: Sender despatching item.

Obviously the parcel has been lost. I will call them tomorrow and request a refund. Before I do, I'd like to know my rights in case they try giving me the run around - telling me to contact Royal Mail and vice versa. Since the order is under £100 I can't use S75. Can I still ask my CC provider to reverse the transaction if it comes to that?

D3xt3r5L4b

Sender dispatching usually means it’s not been sent or collected from the sender yet

DCFC79

Your contract is with the seller, they should be doing the chasing of RM.

Ask for a refund, if no joy then try on twitter, it might the help you need.
Speak to the card company about section 75, explain to the card company whats happened and they will start the ball rolling.

jay1804

abc.xyz said:

Thurs 23 July - Made a £75 order online. Paid extra for next day delivery to my local Post Office
Fri 24 July - Nothing is delivered. Tracking status: Sender despatching item. I leave it until Monday.
Mon 27 July - Tracking status still the same. I call them up and ask where my parcel is. They apologise and refund me the cost of delivery. They say it will "hopefully" be delivered on 28 July.
28 July - Nothing.
02 August - Tracking status still: Sender despatching item.

Obviously the parcel has been lost. I will call them tomorrow and request a refund. Before I do, I'd like to know my rights in case they try giving me the run around - telling me to contact Royal Mail and vice versa. Since the order is under £100 I can't use S75. Can I still ask my CC provider to reverse the transaction if it comes to that?

You don't need section 75, it would be a simple chargeback for a non-delivery of goods, but i'm sure the company will just refund you, as chargebacks cost them money.

Highland76

abc.xyz said:

Thurs 23 July - Made a £75 order online. Paid extra for next day delivery to my local Post Office
Fri 24 July - Nothing is delivered. Tracking status: Sender despatching item. I leave it until Monday.
Mon 27 July - Tracking status still the same. I call them up and ask where my parcel is. They apologise and refund me the cost of delivery. They say it will "hopefully" be delivered on 28 July.
28 July - Nothing.
02 August - Tracking status still: Sender despatching item.

Obviously the parcel has been lost. I will call them tomorrow and request a refund. Before I do, I'd like to know my rights in case they try giving me the run around - telling me to contact Royal Mail and vice versa. Since the order is under £100 I can't use S75. Can I still ask my CC provider to reverse the transaction if it comes to that?

You're jumping the gun. 99.99% chance the retailer will refund you (or give you the option of re-sending the goods) once they're satisfied the goods haven't been delivered to you - which is very easy with a tracking number.

Thrugelmir

Ask for the parcel tracking number. 

jonesMUFCforever

S75 does not apply here - the item is only £75 .

oldagetraveller1

jonesMUFCforever said:

S75 does not apply here - the item is only £75 .

"Since the order is under £100 I can't use S75." From the o.p..

jonesMUFCforever

oldagetraveller1 said:

jonesMUFCforever said:

S75 does not apply here - the item is only £75 .

"Since the order is under £100 I can't use S75." From the o.p..

Sorry I was replying to DCFC

abc.xyz

Tracking status still: Sender despatching item.
Wondered if it had somehow missed scanning, so went to PO to see if they have it. Nope. Gave retailer a call. They were adamant they handed it over to RM on 23 July. Requested that they cancel the order and refund me... Sorry, we can't do that. Wait another 5 working days and if you haven't received it, call us again and we will investigate the matter with RM.

It's pretty obvious that, if a parcel that is supposed to be tracked and delivered in 24 hours hasn't even been scanned as received by RM 11 days later, has been lost/stolen.

Highland76

abc.xyz said:

Tracking status still: Sender despatching item.

Is that from Royal Mail's website or from the retailers website? If the latter, then you need to get a Royal mail tracking number.