Royal mail claim rejected or not?

Krakkkers

Sold an item on ebay and the buyer received an empty but opened envelope, the item was worth £20 and i paid £3.45 for tracked insured postage.
Got the envelope back with the letter from RM saying it was damaged in post, put in a complaint and request for money back and a refund but heard nothing after the 30 days.
The procedure for making a claim is clearly designed to make you give up part way through but i carried on and gave them all that they asked for but heard nothing.
There seems to be no way of checking on a claim and no way of contacting RM to ask why my claim has been rejected.
Any ideas?

Mark_d

For items like cash, tickets, vouchers...These are not covered under the tracked insured purchase.  You need to use Special Delivery if you are sending this sort of thing.  I learnt the hard way

Krakkkers

This was a watch

soolin

I would be persistent, RM either seem to pay out in days or drag their feet. I also had to resort to a formal complaint to get my claim moving with a recent misdelivery- although it took me ages to track down an actual way of making a complaint!

Krakkkers

How did you make the complaint?

soolin

Krakkkers said:

How did you make the complaint?

I wish I could give you a link but it took me ages to find it going through every single option on the RM site. If I can still retrieve any of my emails I'll add an email address on here, RM don't make it easy though.

Ah, I've found my responses from RM and each and every one is from a Do Not reply email address.....

se2020

Same thing here,
I opened a claim, went through all the hassle of providing screenshots etc and uploading everything. 
Had a confirmation email saying my claim was recived and a list of all the information I had submitted. 

About 6-7 weeks later I had a rejection email telling me I had not submitted the required supporting evidence so the claim was closed.

Emailed every email address I could find with a copy of the original email that showed I had submitted all the required information. 
Another month later I got another email telling me it was my fault (for not submitting the evidence!) that the original claim was closed and it couldn't be reopened due to the timeframe that had passed!!!

They seem to operate Claims in the same way as evri, ignoring them hoping you will go away or just stalling/ignoring you until the (unpublished) claim time has elapsed..
I'd say whatever clock is ticking on the claim time should be paused until you get a reply.
I'd have thought much of it would be automated anyway so why it takes 7 weeks to reply is beyond me.

savergrant

Krakkkers said:

This was a watch

What information did you put in your claim? My understanding is 'jewellery and watches' is an excluded category from loss or damage cover, however possible theft may be a different matter.
If the item was tracked is there a photo of delivery which shows evidence the envelope had been tampered with? And did it look like there had been an attempt to conceal the fact it had been opened?

soolin

savergrant said:

Krakkkers said:

This was a watch

What information did you put in your claim? My understanding is 'jewellery and watches' is an excluded category from loss or damage cover, however possible theft may be a different matter.
If the item was tracked is there a photo of delivery which shows evidence the envelope had been tampered with? And did it look like there had been an attempt to conceal the fact it had been opened?

Firstly, please go through all the options here as I think this is where I eventually found a formal complaints form
Royal Mail Claims Centre - process and options

I've had this argument with them about compensation - mine was costume jewellery, they told me jewellery was excluded but their T and Cs show that for jewellery it was just precious metals and gemstones and not costume. At  the time as part of one of my complaints I cut and pasted the actual bit from the FAqs across to them and they paid me out. I now can't find the list of items excluded from compensation - I'm find RM harder and harder to deal with now - at one point a simple search for RM items excluded from compensation would have found it instantly, now nothing. It's worth trying to find the actual list and screenshotting the page to see if watches are covered if they are not made of precious metal.

Krakkkers

Thanks, will do that

Krakkkers

Got a cheque this morning for the full amount plus postage, took over 2 months but happy with the result.