Lost RM Signed for parcel, refunded buyer, RM claim but only received a book of stamps

shapala

Hi all
Generally RM are excellent but recently had an electronic item (a mouse) purchased on eBay and lost. Sent 1st class recorded at local PO. Mouse cost me £30 (comp up to £50). Since the buyer didn't receive it, he put in for a DNR after a few weeks of purchase, which is obviously fair enough and I refunded.
I put in for the claim as 'lost', as I've done a few times, and after a few weeks received the letter stating RM had investigated and agreed the item was lost. Obviously I uploaded both PoP and also the invoice for the mouse when making the claim. Yet, despite them agreeing it had gone missing, only received 6 1st class stamps which obviously doesn't come close to item value and don't even think it covers cost of postage, which was £4.58. They stated that was the very most they could offer?????
Very difficult to get hold of RM atm due to current events and I'm struggling with time myself as busiest time of year for me but anyone any ideas, or had the same issue? TIA.

soolin

shapala said:

Hi all
Generally RM are excellent but recently had an electronic item (a mouse) purchased on eBay and lost. Sent 1st class recorded at local PO. Mouse cost me £30 (comp up to £50). Since the buyer didn't receive it, he put in for a DNR after a few weeks of purchase, which is obviously fair enough and I refunded.
I put in for the claim as 'lost', as I've done a few times, and after a few weeks received the letter stating RM had investigated and agreed the item was lost. Obviously I uploaded both PoP and also the invoice for the mouse when making the claim. Yet, despite them agreeing it had gone missing, only received 6 1st class stamps which obviously doesn't come close to item value and don't even think it covers cost of postage, which was £4.58. They stated that was the very most they could offer?????
Very difficult to get hold of RM atm due to current events and I'm struggling with time myself as busiest time of year for me but anyone any ideas, or had the same issue? TIA.

I'd keep trying to get hold of RM, as long as the item was eligible then you should get refunded. The only thing you might want to check is whether you did a correct claim for an ebay item as there is a special tick box for that on the claim form. ,If you are a business, or even using a private account and selling new items that RM could argue makes you a business, then RM require proof of purchase by you as they pay out your initial cost, not the amount sold for on ebay.

shapala

Ah, this may have been what tripped me up. I put in 'personal' where if a claim is accepted they send cheque in my name - reason why was they kept sending cheques in my ebay biz name, of which my bank will not accept as everything bank-wise is in my sole name, not biz name so I'd have to keep replying by way of a letter saying please change the name on cheque. 
And yes, they always pay for cost price not what the item sold for which is absolutely fair enough.

JWM

shapala said:

Hi all
Generally RM are excellent but recently had an electronic item (a mouse) purchased on eBay and lost. Sent 1st class recorded at local PO. Mouse cost me £30 (comp up to £50). Since the buyer didn't receive it, he put in for a DNR after a few weeks of purchase, which is obviously fair enough and I refunded.
I put in for the claim as 'lost', as I've done a few times, and after a few weeks received the letter stating RM had investigated and agreed the item was lost. Obviously I uploaded both PoP and also the invoice for the mouse when making the claim. Yet, despite them agreeing it had gone missing, only received 6 1st class stamps which obviously doesn't come close to item value and don't even think it covers cost of postage, which was £4.58. They stated that was the very most they could offer?????
Very difficult to get hold of RM atm due to current events and I'm struggling with time myself as busiest time of year for me but anyone any ideas, or had the same issue? TIA.

I had a lost parcel, claimed online and Royal Mail initially sent just a book of stamps. I persisted and then got the value of the parcel back as well, so I wonder if everyone is fobbed off with a book of stamps, some will give up at that point I suppose.

JGB1955

They are paying you for 'Item has intrinsic value (with basic evidence only)' which is postage refund (minimum 6 x 1st class letter stamps. Have a look at Royal Mail’s retail compensation policy for lost items | Royal Mail Group Ltd

mimi1234

I had to argue the **** with them the last time they didn't deliver an item for me which I sent signed for.  Initially, they said there was nothing they could do, then I got a book of stamps but I didn't stop there and eventually they sent me a cheque for the lost item.  

It is hard work and I sent them all the proof that was required also.

shapala

Thanks. Sounds an absolute pain. I'll (somehow) get in touch with them and hope they'll agree to send out a cheque for the mouse and cost of postage.

mimi1234

shapala said:

Thanks. Sounds an absolute pain. I'll (somehow) get in touch with them and hope they'll agree to send out a cheque for the mouse and cost of postage.

It's all online.  They ask for a few photos and some evidence but shouldn't take too long.  If they fob you off, just keep emailing or calling them and they should relent eventually.

shapala

mimi1234 said:

shapala said:

Thanks. Sounds an absolute pain. I'll (somehow) get in touch with them and hope they'll agree to send out a cheque for the mouse and cost of postage.

It's all online.  They ask for a few photos and some evidence but shouldn't take too long.  If they fob you off, just keep emailing or calling them and they should relent eventually.

Do you happen to know their email address? I've obviously already done the claim online and uploaded relavent PoP and invoice but can't see their email to take this further. Was on hold y'day for an hour but needed to take a call so didn't progress any further. Grrrr!

mimi1234

customerresolution@royalmail.com is the one I used.  Hope I am not doing anything wrong by putting that email address in.  They sorted it out in no time. Before that it was emails to another email address who kept telling me to clear off.

ballisticbrian

If there's any TV researchers reading this, I have an interesting email in reply to my complaint about several given-the-run-around claim replies shortly after privatization saying basically that they are now a private company so nee to take these claims and refunds more seriously.