Ebay withholding future payments

custardy

hubb said:

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

Yes I have. I have a scan of the email with the bar code or QR code but there is no ref number. 

if you have the QR code then you have the label data.
A QR scanner/program will give you any data on the label.
You sometimes need to decipher the data. Its easier with the traditional 9 digit references ending in GB.
This is the data from the label posted above. So you can see the reference 11-00A E8C 15E is in there


The WP is the order/label reference

martindow

custardy said:

hubb said:

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

Yes I have. I have a scan of the email with the bar code or QR code but there is no ref number. 

if you have the QR code then you have the label data.
A QR scanner/program will give you any data on the label.
You sometimes need to decipher the data. Its easier with the traditional 9 digit references ending in GB.
This is the data from the label posted above. So you can see the reference 11-00A E8C 15E is in there


The WP is the order/label reference

There is some problem with 11-00A E8C 15E as RM says 'Tracking information is not available for this service'. 

custardy

martindow said:

custardy said:

hubb said:

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

Yes I have. I have a scan of the email with the bar code or QR code but there is no ref number. 

if you have the QR code then you have the label data.
A QR scanner/program will give you any data on the label.
You sometimes need to decipher the data. Its easier with the traditional 9 digit references ending in GB.
This is the data from the label posted above. So you can see the reference 11-00A E8C 15E is in there


The WP is the order/label reference

There is some problem with 11-00A E8C 15E as RM says 'Tracking information is not available for this service'. 

Large letter tracking doesnt show on customer site.

soolin

custardy said:

martindow said:

custardy said:

hubb said:

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

Yes I have. I have a scan of the email with the bar code or QR code but there is no ref number. 

if you have the QR code then you have the label data.
A QR scanner/program will give you any data on the label.
You sometimes need to decipher the data. Its easier with the traditional 9 digit references ending in GB.
This is the data from the label posted above. So you can see the reference 11-00A E8C 15E is in there


The WP is the order/label reference

There is some problem with 11-00A E8C 15E as RM says 'Tracking information is not available for this service'. 

Large letter tracking doesnt show on customer site.

hubb said  in his 2nd post ' The parcel was a small package at 2KG' , but I agree that message is one I would expect to get with a large letter. In fact I just checked my large letters where I used ebay labels with supposed tracking- and I get the exact same message for all of them, even ones that have been delivered and feedback left.

Anyway due to the timings Hubb has almost certainly refunded now and is waiting to be able to open a claim with RM for loss.

hubb

soolin said:

custardy said:

martindow said:

custardy said:

hubb said:

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

olgadapolga said:

hubb said:

Spoonie_Turtle said:

Do you have the PDF of the label you printed out?

No,  I can't find it. 😞

Apologies if you've already looked there but have you tried the "downloads" section of the file manager?

Yes I have. I have a scan of the email with the bar code or QR code but there is no ref number. 

if you have the QR code then you have the label data.
A QR scanner/program will give you any data on the label.
You sometimes need to decipher the data. Its easier with the traditional 9 digit references ending in GB.
This is the data from the label posted above. So you can see the reference 11-00A E8C 15E is in there


The WP is the order/label reference

There is some problem with 11-00A E8C 15E as RM says 'Tracking information is not available for this service'. 

Large letter tracking doesnt show on customer site.

hubb said  in his 2nd post ' The parcel was a small package at 2KG' , but I agree that message is one I would expect to get with a large letter. In fact I just checked my large letters where I used ebay labels with supposed tracking- and I get the exact same message for all of them, even ones that have been delivered and feedback left.

Anyway due to the timings Hubb has almost certainly refunded now and is waiting to be able to open a claim with RM for loss.

He hasn't. I have only just been able to file a claim as the earliest they said I could was the 30th. It was def second class small package (2KG thick paperpack large book) and it cost £2.85 

hubb

Well, I had a letter from RM just now, and after all the evidence I sent them (value of book sale on Ebay/proof of postage and postage receipt from the RM website) they have only sent me £7.60 worth of first class stamps (the book sold for £11 + loss of Ebay fees for the sale) to cover postage. So they had all the evidence and still haven't paid up in full.

Where do I go from here ?

olgadapolga

hubb said:

Well, I had a letter from RM just now, and after all the evidence I sent them (value of book sale on Ebay/proof of postage and postage receipt from the RM website) they have only sent me £7.60 worth of first class stamps (the book sold for £11 + loss of Ebay fees for the sale) to cover postage. So they had all the evidence and still haven't paid up in full.

Where do I go from here ?

You escalate to the next level with RM:

How the complaints process works

Stage 1: Contacting our Customer Services Advisors

The Customer Services Advisor will take the details of your complaint. They will make every effort to resolve your complaint providing you with an appropriate response. If you are not happy with the reply you can escalate your case to the Escalated Customer Resolution Team.

Stage 2: Contacting our Escalated Customer Resolution Team

Our Escalated Customer Resolution Team is trained and experienced in dealing with escalated complaints. They will endeavour to address and resolve your concerns; however, if after allowing them another chance to try and deal with your complaint, you remain dissatisfied with their response, you can contact the Postal Review Panel.

(The last time I contacted this team, the address was Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ)

Stage 3 - The Postal Review Panel

Royal Mail customers who have complained have access to the Postal Review Panel who will take a fresh and impartial look at your case. After this review the Postal Review Panel will provide a final response from Royal Mail about your complaint. This will take place within 30 days of your first contact with them.

The objective of the Postal Review Panel is to find a mutually satisfactory resolution for your complaint.

However, if you are not satisfied after the Postal Review Panel has provided you with a final response then your case will be considered ‘deadlocked’. Customer complaints in deadlock can be referred to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS).

You can contact the Postal Review Panel at any time quoting your Royal Mail reference number. However Royal Mail will always want to try and resolve any concerns or complaints you have, and it is strongly recommended that you work with the Customer Services teams at Stage 1 and Stage 2 to try and sort out the problem before contacting the Postal Review Panel.

Stage 4 - If you remain unhappy

If you remain dissatisfied with the response you have received after contacting the Postal Review Panel and you have received a deadlock letter, you may be able to escalate your complaint to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS).

POSTRS’s role is to resolve customer disputes. POSTRS provide a free service and we are bound by their findings.

Depending on the nature of the specific complaint, POSTRS may be available. Generally, the service is available to you if:

we have not been able to settle your complaint within the 90 day timescales set out by Royal Mail Customer Services

you have been referred to the scheme through your ‘deadlock’ letter

we have not followed our own complaints procedure in handling your complaint

A list of Royal Mail's products and services available through the Postal Redress Service (POSTRS) is available at royalmail.com/postrs.

hubb

olgadapolga said:

hubb said:

Well, I had a letter from RM just now, and after all the evidence I sent them (value of book sale on Ebay/proof of postage and postage receipt from the RM website) they have only sent me £7.60 worth of first class stamps (the book sold for £11 + loss of Ebay fees for the sale) to cover postage. So they had all the evidence and still haven't paid up in full.

Where do I go from here ?

You escalate to the next level with RM:

How the complaints process works

Stage 1: Contacting our Customer Services Advisors

The Customer Services Advisor will take the details of your complaint. They will make every effort to resolve your complaint providing you with an appropriate response. If you are not happy with the reply you can escalate your case to the Escalated Customer Resolution Team.

Stage 2: Contacting our Escalated Customer Resolution Team

Our Escalated Customer Resolution Team is trained and experienced in dealing with escalated complaints. They will endeavour to address and resolve your concerns; however, if after allowing them another chance to try and deal with your complaint, you remain dissatisfied with their response, you can contact the Postal Review Panel.

(The last time I contacted this team, the address was Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ)

Stage 3 - The Postal Review Panel

Royal Mail customers who have complained have access to the Postal Review Panel who will take a fresh and impartial look at your case. After this review the Postal Review Panel will provide a final response from Royal Mail about your complaint. This will take place within 30 days of your first contact with them.

The objective of the Postal Review Panel is to find a mutually satisfactory resolution for your complaint.

However, if you are not satisfied after the Postal Review Panel has provided you with a final response then your case will be considered ‘deadlocked’. Customer complaints in deadlock can be referred to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS).

You can contact the Postal Review Panel at any time quoting your Royal Mail reference number. However Royal Mail will always want to try and resolve any concerns or complaints you have, and it is strongly recommended that you work with the Customer Services teams at Stage 1 and Stage 2 to try and sort out the problem before contacting the Postal Review Panel.

Stage 4 - If you remain unhappy

If you remain dissatisfied with the response you have received after contacting the Postal Review Panel and you have received a deadlock letter, you may be able to escalate your complaint to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS).

POSTRS’s role is to resolve customer disputes. POSTRS provide a free service and we are bound by their findings.

Depending on the nature of the specific complaint, POSTRS may be available. Generally, the service is available to you if:

we have not been able to settle your complaint within the 90 day timescales set out by Royal Mail Customer Services

you have been referred to the scheme through your ‘deadlock’ letter

we have not followed our own complaints procedure in handling your complaint

A list of Royal Mail's products and services available through the Postal Redress Service (POSTRS) is available at royalmail.com/postrs.

A lot to wade through just to get a few quid back and I bet they want me to jump through hoops to prove it. I have sent them a direct message on Twitter which they should respond, albeit after some considerable time as they are so slow.

soolin

hubb said:

Well, I had a letter from RM just now, and after all the evidence I sent them (value of book sale on Ebay/proof of postage and postage receipt from the RM website) they have only sent me £7.60 worth of first class stamps (the book sold for £11 + loss of Ebay fees for the sale) to cover postage. So they had all the evidence and still haven't paid up in full.

Where do I go from here ?

Firstly when you refunded through the eBay case your eBay fees , apart from 30p were refunded, RM were never going to pay them separately as otherwise you are making money on the loss. RM should pay out the item cost plus the postage shown on the listing, and I’ve made 3 claims so far this year and have received that exact amount by cheque within a week. So if your item showed as £11 plus postage of £3.35 then you are looking for £14.35 back . Your only loss will be the 30p fees but you paid them when the item sold anyway so it isn’t a loss, and in fact you are better off as you have the full amount you received from eBay but without the deduction of fees. 

hubb

soolin said:

hubb said:

Well, I had a letter from RM just now, and after all the evidence I sent them (value of book sale on Ebay/proof of postage and postage receipt from the RM website) they have only sent me £7.60 worth of first class stamps (the book sold for £11 + loss of Ebay fees for the sale) to cover postage. So they had all the evidence and still haven't paid up in full.

Where do I go from here ?

Firstly when you refunded through the eBay case your eBay fees , apart from 30p were refunded, RM were never going to pay them separately as otherwise you are making money on the loss. RM should pay out the item cost plus the postage shown on the listing, and I’ve made 3 claims so far this year and have received that exact amount by cheque within a week. So if your item showed as £11 plus postage of £3.35 then you are looking for £14.35 back . Your only loss will be the 30p fees but you paid them when the item sold anyway so it isn’t a loss, and in fact you are better off as you have the full amount you received from eBay but without the deduction of fees. 

So why have they only refunded me £7.60 when the book value alone is £11 ?