I sold a phone on ebay just before xmas, non received and royal mail state it is at the post office

pete1975

saturday i got a cheque from royal mail for £9.75 which was for the special post, but no compensation for the missing phone.  the tracking hasnt updated either

savergrant

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

pete1975

savergrant said:

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

claimed for lost.

danny69

It looks to me as if they have had an attempt at delivery, then the buyer has requested TWICE (so 3 attempted deliveries in 3 days) to have the item redelivered. Not sure why you would do this and then not bother to be home to answer the door. They have then asked for it to be delivered to their local Post Office. This is where the trail goes cold. Is it possible that the Post Office have given the person this parcel and failed to scan it out correctly? I would have contacted the Barnstable DO to trace the item. At £300 I wouldn’t have left it this long. 

pete1975

danny69 said:

It looks to me as if they have had an attempt at delivery, then the buyer has requested TWICE (so 3 attempted deliveries in 3 days) to have the item redelivered. Not sure why you would do this and then not bother to be home to answer the door. They have then asked for it to be delivered to their local Post Office. This is where the trail goes cold. Is it possible that the Post Office have given the person this parcel and failed to scan it out correctly? I would have contacted the Barnstable DO to trace the item. At £300 I wouldn’t have left it this long. 

the post office barnstable has no phone number, even when i called royal mail helpline they said they cant ring them but will send a internal message to the branch manager,   i have sent the initial claim early, its takes weeks before you get a response, which is generally stating what i can see online.  i dont mind even if they send the phone back to me but you literally cannot speak to a human, very frustrating.  

savergrant

pete1975 said:

savergrant said:

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

claimed for lost.

What information came with the cheque?
Whenever i have claimed for lost items I have received a book of stamps back with a letter 'after a thorough investigation....'
Have royal mail acknowledged the item is lost?

pete1975

i received a email from royal mail escalation team,  literally the same thing i've had several times now, so frustrating. 
'Thank you for your recent email.  As part of Royal Mail’s Escalated Customer Resolution Team, I have been asked to look into this matter.

I am very sorry for the problems you’ve experienced with the loss of a Special Delivery item, with reference SE276xxxxxand that you unhappy with your complaint.

As a regulated organisation, we must treat our customers consistently.  We therefore ask customers to provide appropriate evidence to support any claims.  Specifically, for eBay business claims cost price of the item, proof of value, proof of posting and proof of refund.

After referring to the details of our claim, you have not provided any of the following (As below)

Cost price – What you originally purchased the item for?

A proof of refund – eBay proof of refund.

If you are able to send the required evidence, I will be able to consider your claim.

In the meantime, please accept my sincere apologies on behalf of Royal Mail and I look forward to hearing from you again shortly.

If you are unhappy with my response in any way, you can ask to have your case reviewed by the Postal Review Panel.  They can be contacted by writing to FREEPOST Postal Review Panel or by email to postalreview@royalmail.com.

Kind regards

(Removed by Forum Team)

Escalated Customer Resolution Team

 

i've wrote out this response 
''i Ross,

Thank you for getting back to me. After months of back-and-forth, I have decided to escalate this matter through the postal service review process since you have given me this option on your mail below. This issue has been ongoing since December, and I feel I have been treated unfairly—constantly passed from one person to another with no real resolution.

I originally provided all the requested details in the initial claim form, yet I am now being asked for them again. This feels like an unnecessary delay to the process. I had already sent eBay screenshots, including the listing and sold item details. As you must be aware, eBay only retains these records for a limited time, especially for frequent sellers. It is now March—far beyond a reasonable timeframe for resolving this issue.

Royal Mail has already acknowledged a service failure and issued a cheque for £9.75. I also contacted them directly on the phone, and even the representative I spoke to agreed that this matter has been dragging on unnecessarily. I have a reference number from that call, which should further support my claim.

At this point, I need you to either return the phone to me or issue a refund for the selling price. As a private seller, not a business, I believe I have been more than reasonable and patient throughout this process. In fact, I would prefer a refund for the purchase price, which is higher than the selling price, but I anticipate you will ask for proof of sale and base the refund on the lower amount.

Since you have now given me the option to escalate this, I will be outlining all the steps I have taken and the delays I have encountered in my complaint. I expect a final resolution on this matter without further unnecessary requests or delays.

I look forward to your prompt response.

Peter

pete1975

savergrant said:

pete1975 said:

savergrant said:

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

claimed for lost.

What information came with the cheque?
Whenever i have claimed for lost items I have received a book of stamps back with a letter 'after a thorough investigation....'
Have royal mail acknowledged the item is lost?

it was an apology for failure of service, and a cheque for £9.75

soolin

savergrant said:

pete1975 said:

savergrant said:

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

claimed for lost.

What information came with the cheque?
Whenever i have claimed for lost items I have received a book of stamps back with a letter 'after a thorough investigation....'
Have royal mail acknowledged the item is lost?

Strangely I always get a cheque for the full amount. I used to get a book of stamps in the 'old days' when you could add recorded on for 74p, and I claimed each and every one that failed to track - so a book of stamps in return made me a good profit. 

savergrant

soolin said:

savergrant said:

pete1975 said:

savergrant said:

Did you claim for 'lost and damaged items' or for 'delayed items' ?
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

claimed for lost.

What information came with the cheque?
Whenever i have claimed for lost items I have received a book of stamps back with a letter 'after a thorough investigation....'
Have royal mail acknowledged the item is lost?

Strangely I always get a cheque for the full amount. I used to get a book of stamps in the 'old days' when you could add recorded on for 74p, and I claimed each and every one that failed to track - so a book of stamps in return made me a good profit. 

The only things I've had lost were all unsigned for low value, so claiming was just proof of value (ebay selling price never more than a fiver) and price of postage, together with certificate of posting. Had a couple before Christmas and they just bunged me 4x 1st class stamps.
The claim form doesn't initially ask.for cost price/selling price (only value) and nowhere does it ask for proof of refunding (which of course only applies to items which are sold and not to presents).
I would guess that over a certain threshold they start wanting more information before paying out.