I hate this new feedback system

spinning_hamster_wheel

kevinyork wrote: »

Maybe you should direct her to the thread on here about RM delays due to Summer Savings:

http://forums.moneysavingexpert.com/showthread.html?t=956771

I don't know what to do! Its been 5 days but from experience stuff either turns up on time or not at all! I tried to claim the money back from RM for two other items that went missing last month, I handed in all my info to my local post office, where the girl at the counter immediately opened it up and had a good nosey at what I'd written, and somehow they lost the recorded slips I handed in with the rest of the claims (2 of them!) then sent me a letter saying they couldn't process the claims without the proof of postage. I take it if I try and claim this money back for this item, if it IS lost, my proof of postage will go missing again?

Cute_'n'_Quirky

spinning_hamster_wheel wrote: »

I had 4 items end last saturday, posted everything 1st class recorded on monday, entered the tracking on paypal etc, one buyer email me yesterday and today asking where her item is, accusing me of being a liar since 1st class recorded should take 1 working day and saying that if it isn't with her by tomorrow she'll neg me and start a paypal dispute.

I've apologised for the slowness of royal mail, offered her that items can take up to 14 days before RM will consider it missing and even offered to photograph the stamped and dated recorded slip with her name and address on but haven't received a reply to that one yet. Only 1 of the recorded items are showing as delivered but I have positive feedback for 3 so no idea where hers is! Get the feeling she's going to get neg happy unless I refund her.....

It is actually 15 WORKING days which translates into three full weeks

soolin

spinning_hamster_wheel wrote: »

I don't know what to do! Its been 5 days but from experience stuff either turns up on time or not at all! I tried to claim the money back from RM for two other items that went missing last month, I handed in all my info to my local post office, where the girl at the counter immediately opened it up and had a good nosey at what I'd written, and somehow they lost the recorded slips I handed in with the rest of the claims (2 of them!) then sent me a letter saying they couldn't process the claims without the proof of postage. I take it if I try and claim this money back for this item, if it IS lost, my proof of postage will go missing again?

Always keep copies of everything, it is surprising what RM lose internally, I've had to re submit several of my claims in the past due to loss.

soolin

spinning_hamster_wheel wrote: »

I had 4 items end last saturday, posted everything 1st class recorded on monday, entered the tracking on paypal etc, one buyer email me yesterday and today asking where her item is, accusing me of being a liar since 1st class recorded should take 1 working day and saying that if it isn't with her by tomorrow she'll neg me and start a paypal dispute.

I've apologised for the slowness of royal mail, offered her that items can take up to 14 days before RM will consider it missing and even offered to photograph the stamped and dated recorded slip with her name and address on but haven't received a reply to that one yet. Only 1 of the recorded items are showing as delivered but I have positive feedback for 3 so no idea where hers is! Get the feeling she's going to get neg happy unless I refund her.....

Can I just suggest that you don't tell buyers the rules and regulations from RM, it sounds a bit defensive. It is nothing to do with them anyway. If you intend to wait before refunding for the 3 weeks you need to start a claim and then maybe a month or so for RM to pay out then you are just going to irritate the buyer and definitely get a neg.

When someone does complain about a loss try and ask them politely to wait a further week , most will agree, if you can get into the 2nd week before refunding all the better. I usually suggest they contact me in '4 days' or whatever if item still hasn't arrived, some will leave it longer thant hat.

However, you will need to refund if item fails to arrive so you need to be clear about that.