Royal Mail Compensation - Ebay Sellers

No1552

I don’t know if anyone else has encountered this, but Royal Mail are refusing to allow claims for compensation for lost or damaged items if the postage label is purchased through eBay, irrespective of which service is used.

You may know as a private seller you have two shipping options, “simple delivery” or “custom postage”, in the case of the former, eBay provide financial loss cover to both the seller and buyer in the case of loss or damage during postage.

Because the cost of this is a minimum of £2.70, for smaller letter sized items, this can be unreasonable and prohibited, so there is an option for “custom postage” where Royal Mail services are available to use.

When you choose this option, eBay make it clear they do not cover the item (fair enough), but you should however still be able to claim for any loss from Royal Mail in the normal way.

EXCEPT if you purchase the postage and generate the postage label through the eBay site (which they encourage) Royal Mail refuse to allow a claim for loss because (in their words) “the postage has been bought through a third party”.

Even though Royal Mail get paid, they can generate the postage label from a QR code, and issue a proof of postage, they will not allow a compensation claim if the item goes missing or is damaged, they claim eBay are the “account holder” and must claim on behalf of the seller.

When I queried the circumstances of if I bought a stamp from a newsagent, posted a letter, obtained a proof of postage and if my letter didn’t arrive, should I ask the newsagent to claim on my behalf, Royal Mail customer “service” simply didn’t answer (they also didn’t provide a link to the policy that supports their position).

I would advise private sellers not to pay for, or generate labels through eBay, but to do it the old fashioned way (while we still can), and that way Royal Mail can’t refuse a compensation claim.

Has anyone else come across this, or can offer advice as how to challenge escalate with Royal Mail?

This cannot be right as Royal Mail appears to be trying to avoid its responsibilities to its customers under these circumstances.

Thanks in advance.

soolin

I’ve not come cross this. All my RM labels are purchased through eBay , I print them at home and get a receipt from the parcel shop. I’ve recent.y had a run of losses and out in a whole load of claims, and received books of stamps back in compensation , I don’t want stamps actually but the books I got out weighed the cost of the claim I made.

No1552

It came about because when I had a damaged item, I tried to use the online claim form (as I’ve done before), and when I entered the tracking number, the website immediately rejected it, and when I supplied it via Royal Mail customer service, that’s when they gave me the explanation as to why.
Seems wrong to me. 🤷🏼‍♂️

soolin

https://forums.moneysavingexpert.com/discussion/comment/82018687#Comment_82018687

I've just had a quick look at the claim form online (I looked up 'lost' though not damaged). I go to this page after choosing 'online postage'

Online Claim

Later on it actually mentions items sold on online sites like ebay- and I went as far as I can through the form (i don't currently have anything to claim for) and there was nothing to say I couldn't have proceeded- even using a random tracking number from an ebay sale that is within the claim window.

goodfella66

This is a new one on me. I always buy through Ebay and claim (usually successfully) from Royal Mail. Maybe the greed of private ownership is trying to find new ways to fleece their customers.

soolin

https://forums.moneysavingexpert.com/discussion/comment/82019675#Comment_82019675

There has been no changes at all, I looked through the site yesterday. I’m likely to test it myself soon (but for an INR) as I spoke too soon about having RM issues ‘in the past’ and not currently as I’ve just had a RM LL item report as INR again.

No1552

Thanks for the responses, this is a copy and paste from the most recent email I received from Royal Mail customer services, as you can see it’s pretty clear about purchasing postage via a third party, and it was the form indicated above that I used to try to claim, but as soon as I put the reference number in, it was rejected.

“As the item was sent using postage purchased via eBay, the above applies. The 3rd party would then action any claims with Royal Mail directly. Any other postage that is not purchased in this way would be applicable for a claim directly with Royal Mail. If you have any other reference numbers where you believe a claim needs to be made with us, please provide them and we can offer support. “

soolin

https://forums.moneysavingexpert.com/discussion/comment/82020118#Comment_82020118

Daft question time but you did give the ‘delivery tracking number’ and not some strange reference from eBay. If you wait a week or so I’ll be in the time frame to submit my own INR claim for an INR I’ve just had opened on me and I can see how it goes.

savergrant

My concern would be that if ebay sold the label that it might fall under this category;

Was the item sent using a Royal Mail Business Account?YesNo

Claim not eligible:

Claims for items posted on account must be made by the sender using the dedicated Account Claim Form found on our How to make an account mail claim page.

soolin

https://forums.moneysavingexpert.com/discussion/comment/82020877#Comment_82020877

An RM business account is different, I used to have one for my small business and the compensation rules were very different. One of the counts had no compensation at all.

Click no to the question as this was not bought via an RM business account , unless of course OP was a business and had a different set up but that actually comes later on the form. If I claim on my private account I am fully covered for eBay item cost, if item was sold on my eBay business account *and * I use eBay labels then I have to show original cost and I get paid the lower of original cost or current cost.

soolin

I can't find the original thread about RM and lack of compensation about lost/damaged items but I wanted to add that I've just submitted a RM claim for a lost ebay item on my private account and it has gone through with a submission number. I ticked the 'online' sale box, attached details of the ebay sale and refund, plus proof of postage.

My email acknowledgement shows:

ACKNOWLEDGEMENT

Claim Reference # xxxxxxxxx



Thank you

 

Your claim form has been submitted.

 

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