Post Office won't refund even with tracking number

Hector15

Hi. I returned a £70 coat to JD Williams  who says they never  received it. I had kept my Post Office receipt, with tracking number, but Post Office say because item was a prepaid return its not their problem. Can anyone help/advise please? Thanks 

sheramber

 The Post Office do not deliver mail, they collect it in on behalf of Royal Mail.

J D Williams have the contract with RM if they supplied the label. They have to pursue it, not you.

Alderbank

Who paid for the return?

soolin

As above, if JD Williams supplied the label and it shows entering the system then go back to JDW and point out the problem is theirs and they need to refund you. 

Manxman_in_exile

Do as @soolin says

jon81uk

Hector15 said:

Hi. I returned a £70 coat to JD Williams  who says they never  received it. I had kept my Post Office receipt, with tracking number, but Post Office say because item was a prepaid return its not their problem. Can anyone help/advise please? Thanks 

As above it is JD Williams who paid Royal Mail so up to them to sort it out.
But have you checked what it says when you enter the tracking number?
Track and Trace - Track your Item | Royal Mail Group Ltd
Just means when you do call JDW you have a little more information. But as they paid for the label all you need to prove is that you gave it to Royal Mail or the Post Office.

cx6

With a pre-paid return label the return is complete once you hand it to the courier / RM. After that it is not your responsibility.

Go back to JDW and inform them of that.

(If you pay for the return yourself then this is not true - the risk lies with you until the merchant receives it)

MarvinDay

cx6 said:

(If you pay for the return yourself then this is not true - the risk lies with you until the merchant receives it)

Depending on the reason for the return, a refund may still be legally due even if the retailer doesn't receive the goods back.
This is because in the case of a change of mind return following a distance contract, the Consumer Contracts regulations require the retailer to refund within 14 days of being provided with proof that the goods have been sent back (even if not received within that time).

I doubt if many retailers would actually follow the CCR's and refund before getting the goods back but it is what the law requires of them.