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Retailer lying about returned item

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2

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  • Exactly! If someone in their depot has stolen it, how can I prove that? I did everything right, I have the tracking showing it was delivered to the correct address and the weight is clearly stated on it. 
  • MattMattMattUK
    MattMattMattUK Posts: 11,151 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    They can't have lost it though as they are admitting that they received the 30ml body spray. This was a free gift with the item which I also returned. It was returned in the same box. They are claiming that the rest of the contents of the parcel weren't there, i.e. the expensive item.
    Boxes can split in transit and contents can fall out.
    I'm hoping that PayPal realise that a 30ml body spray doesn't weigh 1.49kg. 
    As pointed out previously, all a label saying 1.49kg indicates is that a label for 1.49kg was purchased, not that 1.49kg was actually sent, or delivered.
    Royal Mail tracking shows the GPS data for the package which matches the return address. They also provided a photo of the delivered package. The issue is that other than the weight, I have no proof of what was in the box. 
    From the picture can you clearly see the box, or was it just in a big pile? Can the box be seen in good condition, with no external damage, or does it appear damaged? 

  • The box is in a pile with other boxes. My box is sitting on the top of the pile. It doesn't look to have been tampered with or damaged. 
  • noitsnotme
    noitsnotme Posts: 1,295 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper
    They can't have lost it though as they are admitting that they received the 30ml body spray. This was a free gift with the item which I also returned. It was returned in the same box. They are claiming that the rest of the contents of the parcel weren't there, i.e. the expensive item.
    Boxes can split in transit and contents can fall out.

    I've had a couple of items damaged in transit and delivered to me by Royal Mail.  They were placed in a bag with a note.  Like this (not my photo, just an example) - https://www.flickr.com/photos/acemanonline/463196652.  I would have thought that even more likely with Special Delivery.
  • MattMattMattUK
    MattMattMattUK Posts: 11,151 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    They can't have lost it though as they are admitting that they received the 30ml body spray. This was a free gift with the item which I also returned. It was returned in the same box. They are claiming that the rest of the contents of the parcel weren't there, i.e. the expensive item.
    Boxes can split in transit and contents can fall out.

    I've had a couple of items damaged in transit and delivered to me by Royal Mail.  They were placed in a bag with a note.  Like this (not my photo, just an example) - https://www.flickr.com/photos/acemanonline/463196652.  I would have thought that even more likely with Special Delivery.
    I sent a lot with RM* for work, I have had similar, I have also had them deliver an empty box.  

    *I have that with pretty much every courier at some point
  • noitsnotme
    noitsnotme Posts: 1,295 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper
    They can't have lost it though as they are admitting that they received the 30ml body spray. This was a free gift with the item which I also returned. It was returned in the same box. They are claiming that the rest of the contents of the parcel weren't there, i.e. the expensive item.
    Boxes can split in transit and contents can fall out.

    I've had a couple of items damaged in transit and delivered to me by Royal Mail.  They were placed in a bag with a note.  Like this (not my photo, just an example) - https://www.flickr.com/photos/acemanonline/463196652.  I would have thought that even more likely with Special Delivery.
    I sent a lot with RM* for work, I have had similar, I have also had them deliver an empty box.  

    *I have that with pretty much every courier at some point
    I get that, I too have sent multiple thousands of items through my business and know all too well the perils involved.  I just think the fact that Special Delivery is handled differently by Royal Mail, it's very unlikely that they didn't spot a hole big enough in the package to lose an item in this particular case.
  • I guess all I can do at this point is wait for PayPal decision. I just wanted to know what my other options were if they find in the retailers favour. I will take this as far as I can because I know what I returned.  I am not in the habit of committing fraud.  For all I know someone in their own depot has taken the item, but I have no way of proving that. Or they've lost the item in the depot after the box was opened. Again, I can't prove that. 

    The problem is, Royal Mail arent going to be interested because as far as they are concerned the package was delivered.
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 9,254 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    edited 12 July 2024 at 11:37AM
    As pointed out previously, all a label saying 1.49kg indicates is that a label for 1.49kg was purchased, not that 1.49kg was actually sent, or delivered.

    Pretty sure you can't buy a 1.49kg SD label online (unless you have a business account) so I'm assuming OP returned via the Post Office who would weigh the parcel and print the label, on the balance of probability the parcel weight was 1.49kg. 

    Royal Mail treat SD very well, I'd be surprised if it was tampered with, not impossible but again we are talking balance of probability here. 

    OP was there a photo on the parcel on the tracking?  
    In the game of chess you can never let your adversary see your pieces
  • Yes there is a photo of the parcel as well as the signed tracking. It's in a pile with other returns, sitting on top. 
  • And yes it was returned via the post office and weighed. 
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