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

soolin

savergrant said:

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.

I use the online form on the rare occasions I have to claim and I have to send proof of cost for business sales or just proof of what it sold for on private sales, so I send a screen shot or scan of the ebay page for private sales. I have always sent the page showing the sale transaction payment with refund as well. Most of mine in the past couple of years have been sub £8, and it has been so few it is really not proof of any pattern. 

The last time I lost a gift was years ago, but luckily I had originally bought it online so sent that page as proof. 

For sales on FB or other private groups I send the paypal page showing amount I received and the same amount being refunded. 

As I said though lost items have declined to a massive extent in recent years (I've probably just jinxed myself now) so the numbers and my experience are probably proof of nothing really. I do have one outstanding at the moment, but that scenario is different as item was delivered but to a completely wrong address and RM have confirmed that in an email ( we are talking addresses miles away, not in the same area at all) . So far that has been outstanding for around 18  days and is apparently 'going through the process' whereas  one I did just after Christmas was paid out in less than a week. 

pete1975

just in case anyone else is in this situation i think royal mail deliberately make it as time consuming and hard as possible, several times i thought is this worth it as i'm just going to get a generic reply.   


I got the following reply back from royal mail 

''

Thank you for your further e-mail on the 7th of March 2025.

I’m sorry to learn you remain dissatisfied with my colleague’s response. However it should be noted that Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).

If you’re able to send the evidence requested by my colleague to me by replying to this e-mail with them attached, I can reassess your claim. I’m sorry, but if you’re unable to provide this evidence I’ll be unable to process your claim.

I understand you may still be unhappy with my response, if so you can ask to have our 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.

Once again, please accept my apologies and our thanks for bringing this to our attention.

Kind regards, 

Salina Rawles
Escalated Customer Resolution Team ''

they want evidence that the ebay have closed the case,  i cant even find the transaction on my list of sold items , it was in December and i have sold a few items since then.    

i will go to the postal review ,  I still do not understand why they would refund the special post cost but not the item cost other than its £300

I guess if the postal review rejects it, i should go to the small claims court .

savergrant

pete1975 said:

just in case anyone else is in this situation i think royal mail deliberately make it as time consuming and hard as possible, several times i thought is this worth it as i'm just going to get a generic reply.   


I got the following reply back from royal mail 

''

Thank you for your further e-mail on the 7th of March 2025.

I’m sorry to learn you remain dissatisfied with my colleague’s response. However it should be noted that Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).

If you’re able to send the evidence requested by my colleague to me by replying to this e-mail with them attached, I can reassess your claim. I’m sorry, but if you’re unable to provide this evidence I’ll be unable to process your claim.

I understand you may still be unhappy with my response, if so you can ask to have our 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.

Once again, please accept my apologies and our thanks for bringing this to our attention.

Kind regards, 

Salina Rawles
Escalated Customer Resolution Team ''

they want evidence that the ebay have closed the case,  i cant even find the transaction on my list of sold items , it was in December and i have sold a few items since then.    

i will go to the postal review ,  I still do not understand why they would refund the special post cost but not the item cost other than its £300

I guess if the postal review rejects it, i should go to the small claims court .

It would seem that they are accepting the service has failed (guaranteed delivery by a certain time) but they are not accepting either that the item was never received or that the item is worth the amount you are claiming.

pete1975

savergrant said:

pete1975 said:

just in case anyone else is in this situation i think royal mail deliberately make it as time consuming and hard as possible, several times i thought is this worth it as i'm just going to get a generic reply.   


I got the following reply back from royal mail 

''

Thank you for your further e-mail on the 7th of March 2025.

I’m sorry to learn you remain dissatisfied with my colleague’s response. However it should be noted that Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).

If you’re able to send the evidence requested by my colleague to me by replying to this e-mail with them attached, I can reassess your claim. I’m sorry, but if you’re unable to provide this evidence I’ll be unable to process your claim.

I understand you may still be unhappy with my response, if so you can ask to have our 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.

Once again, please accept my apologies and our thanks for bringing this to our attention.

Kind regards, 

Salina Rawles
Escalated Customer Resolution Team ''

they want evidence that the ebay have closed the case,  i cant even find the transaction on my list of sold items , it was in December and i have sold a few items since then.    

i will go to the postal review ,  I still do not understand why they would refund the special post cost but not the item cost other than its £300

I guess if the postal review rejects it, i should go to the small claims court .

It would seem that they are accepting the service has failed (guaranteed delivery by a certain time) but they are not accepting either that the item was never received or that the item is worth the amount you are claiming.

OK,  but the tracking shows none delivered and still at the post office.   And its a mobile phone i have proof of the ebay buy it now screenshot,  it also wasn't sold at a inflated price.

soolin

pete1975 said:

savergrant said:

pete1975 said:

just in case anyone else is in this situation i think royal mail deliberately make it as time consuming and hard as possible, several times i thought is this worth it as i'm just going to get a generic reply.   


I got the following reply back from royal mail 

''

Thank you for your further e-mail on the 7th of March 2025.

I’m sorry to learn you remain dissatisfied with my colleague’s response. However it should be noted that Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).

If you’re able to send the evidence requested by my colleague to me by replying to this e-mail with them attached, I can reassess your claim. I’m sorry, but if you’re unable to provide this evidence I’ll be unable to process your claim.

I understand you may still be unhappy with my response, if so you can ask to have our 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.

Once again, please accept my apologies and our thanks for bringing this to our attention.

Kind regards, 

Salina Rawles
Escalated Customer Resolution Team ''

they want evidence that the ebay have closed the case,  i cant even find the transaction on my list of sold items , it was in December and i have sold a few items since then.    

i will go to the postal review ,  I still do not understand why they would refund the special post cost but not the item cost other than its £300

I guess if the postal review rejects it, i should go to the small claims court .

It would seem that they are accepting the service has failed (guaranteed delivery by a certain time) but they are not accepting either that the item was never received or that the item is worth the amount you are claiming.

OK,  but the tracking shows none delivered and still at the post office.   And its a mobile phone i have proof of the ebay buy it now screenshot,  it also wasn't sold at a inflated price.

They appear to want proof that you refunded the buyer, is there nothing at all if you trawl through your payment section on ebay? I just checked my summary page and can opt to go back further than the 90 days shown as default, I can go back at least a year and show the transaction payment history. 

I found it by payment tab>all transactions> custom dates. From there find the sale and open View and it shows the transaction history including any refund made to buyer. 

savergrant

pete1975 said:

savergrant said:

pete1975 said:

just in case anyone else is in this situation i think royal mail deliberately make it as time consuming and hard as possible, several times i thought is this worth it as i'm just going to get a generic reply.   


I got the following reply back from royal mail 

''

Thank you for your further e-mail on the 7th of March 2025.

I’m sorry to learn you remain dissatisfied with my colleague’s response. However it should be noted that Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).

If you’re able to send the evidence requested by my colleague to me by replying to this e-mail with them attached, I can reassess your claim. I’m sorry, but if you’re unable to provide this evidence I’ll be unable to process your claim.

I understand you may still be unhappy with my response, if so you can ask to have our 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.

Once again, please accept my apologies and our thanks for bringing this to our attention.

Kind regards, 

Salina Rawles
Escalated Customer Resolution Team ''

they want evidence that the ebay have closed the case,  i cant even find the transaction on my list of sold items , it was in December and i have sold a few items since then.    

i will go to the postal review ,  I still do not understand why they would refund the special post cost but not the item cost other than its £300

I guess if the postal review rejects it, i should go to the small claims court .

It would seem that they are accepting the service has failed (guaranteed delivery by a certain time) but they are not accepting either that the item was never received or that the item is worth the amount you are claiming.

OK,  but the tracking shows none delivered and still at the post office.   And its a mobile phone i have proof of the ebay buy it now screenshot,  it also wasn't sold at a inflated price.

What do you mean 'buy it now screenshot'?
Do you mean you have a screenshot showing the purchase transaction? Imo a photo of an ebay listing isn't proof of anything. If you can show there was a transaction between you and the person you sent the parcel to and that you have returned the money royal mail should accept that in all likelihood that was the contents of the parcel and the consequent loss.

Spoonie_Turtle

You should have proof of the transaction(s) in e-mails from eBay, no?