ROYAL MAIL SPECIAL DELIVERY COMPENSATION

Kitty_cat

I sent an item sold on eBay that was sent via Special Delivery.  It was sent in 2 special delivery envelopes, and bubble wrapped. The packet was ripped opened and the contents removed, just leaving the bubble wrap and outer bag. Clearly theft by a Royal Mail employee. 

Royal Mail will not pay compensation, despite me sending photographic evidence, proof of postage and the eBay sale page together with the refund given. 

I am at a loss literally, can anyone give any advice of how to get the compensation paid for when handing my item to Royal Mail? 

TimeLord1

Was a case opened against you as item not received, did you enter the tracking details on ebay and if so was it showing as Delivered. There is a claim process for missing damaged or lost items that will involve item number and value photos to submit a claim. Until that is done they can't check with ebay for item not received case. 

Kitty_cat

Thank you. A case was opened via eBay from the buyer, tracking details given, but was advised by eBay to refund and take a claim up with Royal Mail. 

Royal Mail have been given lots of evidence, but choose to say ‘inadequate packaging’. 

TimeLord1

Just open the claim via the online claim using the steps Provided did you get proof of postage at a Post Office stating weight time and tracking or buy a label through ebay or Royal Mail online site. 

TimeLord1

You won't get very far talking to online or via phone Royal Mail customer service best to submit evidence through the claim form. 

Kitty_cat

Thank you, but I have done all of that. They have more evidence than they know what to do with, but it seems it is easier for me to be out of pocket than to compensate and investigate a theft claim. 

Buster_Danog

Did the delivery person take a photo when the item was delivered. Was the packaging damaged at that point?

TimeLord1

Also open an eBay community post this is a good way to get more help via eBay. 

Kitty_cat

Thank you. Yes, a photo was taken, but only half the packet conveniently.  EBay won’t help, as I have refunded the buyer already. 

TimeLord1

Did the item state delivered, If so you shouldn't have refunded ebay would have paid the hit on the buyer side if proof was Provided. 

olgadapolga

Did the letter you received refusing your claim not tell you how to push the claim further up the chain at Royal Mail?

You need to escalate your claim/complaint to the "Escalated Customer Resolution Team". 

Royal Mail have a complaints procedure if you Google it. I believe that the escalated team are based in Plymouth.