Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • GoldenGaze
    • By GoldenGaze 11th Jan 18, 10:56 AM
    • 11Posts
    • 0Thanks
    GoldenGaze
    Missing Parcel
    • #1
    • 11th Jan 18, 10:56 AM
    Missing Parcel 11th Jan 18 at 10:56 AM
    Iím just after some advice regarding a parcel that has been marked as delivered via Royal Mail Tracked from an online order I placed only the parcel has not arrived and I didnít receive a card indicating it had been left with a neighbour, Iíve also tried my neighbours just in case the postman/lady left it their without leaving a card but to no avail.

    Now Iíve contacted the online shop explaining this and theyíve basically washed their hands with it from their end saying ĎAs your parcel was dispatched from us without error, and has been marked by the couriers as delivered, we are no longer able to provide further assistance with the receipt of your parcel.Ď

    This doesnít seem correct to me as surely they have some responsibility for the item reaching me, theyíve informed me that I must now contact Royal Mail myself but Iím not happy with this and would like any information on what my rights are in such a case.
Page 1
    • eddddy
    • By eddddy 11th Jan 18, 11:44 AM
    • 6,476 Posts
    • 6,362 Thanks
    eddddy
    • #2
    • 11th Jan 18, 11:44 AM
    • #2
    • 11th Jan 18, 11:44 AM
    The online shop contracted to supply and deliver the goods to you, so it sounds like they are in breach of contract.

    In theory, you could ask your bank for a chargeback on the payment card (or section 75 claim) or make a claim through the small claims court.

    But the online shop would probably try to defend it by showing the delivery confirmation.

    It might be worth contacting Royal Mail to see what they say (perhaps their delivery person will remember more details). If nothing else, it would make your claim sound more credible, if you can show that you've made some efforts to track down the parcel.
    • agrinnall
    • By agrinnall 11th Jan 18, 11:46 AM
    • 20,321 Posts
    • 16,080 Thanks
    agrinnall
    • #3
    • 11th Jan 18, 11:46 AM
    • #3
    • 11th Jan 18, 11:46 AM
    Did the delivery method require a signature? If so ask the seller to provide you with a copy of the signature, and if it's not yours (which it won't be) then you have some evidence to back up a card claim, or if necessary court action.
    • GoldenGaze
    • By GoldenGaze 11th Jan 18, 11:52 AM
    • 11 Posts
    • 0 Thanks
    GoldenGaze
    • #4
    • 11th Jan 18, 11:52 AM
    • #4
    • 11th Jan 18, 11:52 AM
    Did the delivery method require a signature? If so ask the seller to provide you with a copy of the signature, and if it's not yours (which it won't be) then you have some evidence to back up a card claim, or if necessary court action.
    Originally posted by agrinnall
    No it wasnít ĎSigned Forí it was a tracked and Iím pretty sure it holds GPS position from where it was claimed to be delivered to. Iíll contact Royal Mail now to see what they say but to say Iím disappointed at the online retailers response is an understatement.
    • agrinnall
    • By agrinnall 11th Jan 18, 3:01 PM
    • 20,321 Posts
    • 16,080 Thanks
    agrinnall
    • #5
    • 11th Jan 18, 3:01 PM
    • #5
    • 11th Jan 18, 3:01 PM
    The problem you may face is that RM might refuse to speak to you as you were not their customer, you would need to go through the retailer. If they refuse to assist then that would be ammunition to support your case.
    • custardy
    • By custardy 11th Jan 18, 4:55 PM
    • 33,547 Posts
    • 28,506 Thanks
    custardy
    • #6
    • 11th Jan 18, 4:55 PM
    • #6
    • 11th Jan 18, 4:55 PM
    The problem you may face is that RM might refuse to speak to you as you were not their customer, you would need to go through the retailer. If they refuse to assist then that would be ammunition to support your case.
    Originally posted by agrinnall
    They will speak to the OP without issue.
    • agrinnall
    • By agrinnall 12th Jan 18, 9:26 AM
    • 20,321 Posts
    • 16,080 Thanks
    agrinnall
    • #7
    • 12th Jan 18, 9:26 AM
    • #7
    • 12th Jan 18, 9:26 AM
    They will speak to the OP without issue.
    Originally posted by custardy
    Obviously you know considerably more than I do about the way RM works so I accept what you say, but they must be one of the few organisations in the country that would discuss a contractual issue with someone who is not a party to that contract.
    • CT450
    • By CT450 5th Feb 18, 1:03 PM
    • 2 Posts
    • 2 Thanks
    CT450
    • #8
    • 5th Feb 18, 1:03 PM
    • #8
    • 5th Feb 18, 1:03 PM
    I had a similar problem, a signed for parcel went missing. It turns out the postman signed for the parcel and left it outside my house. It was stolen but paypal paid the sender because of the fraudulent signature. I have been right through the complaints process but only been offered £50 compensation because that was the insurance max. My argument is that royal Mail have admitted the postman did not follow procedures and signed for the parcel but will not refund the full value of the item (£400). The police said he had committed fraud. Does anyone in the know think I would have case at the small claims court. If it wasn't for that fraudulent signature I would have been refunded in full by paypal and the sender would have been faced with £50 compensation.
    • Gavin83
    • By Gavin83 5th Feb 18, 1:21 PM
    • 5,157 Posts
    • 8,384 Thanks
    Gavin83
    • #9
    • 5th Feb 18, 1:21 PM
    • #9
    • 5th Feb 18, 1:21 PM
    Are you saying the seller has had the full value refunded AND kept your money?

    You shouldn't be dealing with Royal Mail anyway, your contract is with the seller. I'd speak to Paypal again, on the phone if necessary as they should be refunding you the full value. The level of insurance isn't a problem. If Paypal don't produce ask the seller directly for a full refund. If they refuse send a LBA and then take them to the county court.
    • custardy
    • By custardy 5th Feb 18, 1:23 PM
    • 33,547 Posts
    • 28,506 Thanks
    custardy
    I had a similar problem, a signed for parcel went missing. It turns out the postman signed for the parcel and left it outside my house. It was stolen but paypal paid the sender because of the fraudulent signature. I have been right through the complaints process but only been offered £50 compensation because that was the insurance max. My argument is that royal Mail have admitted the postman did not follow procedures and signed for the parcel but will not refund the full value of the item (£400). The police said he had committed fraud. Does anyone in the know think I would have case at the small claims court. If it wasn't for that fraudulent signature I would have been refunded in full by paypal and the sender would have been faced with £50 compensation.
    Originally posted by CT450
    I would push back. Its not your fault the sender chose the wrong service.
    I'll be honest I have no idea on taking RM to court but given the values involved,why not?
    Might be worth hitting them up on Twitter in the first option though.
    • custardy
    • By custardy 5th Feb 18, 1:26 PM
    • 33,547 Posts
    • 28,506 Thanks
    custardy
    Are you saying the seller has had the full value refunded AND kept your money?

    You shouldn't be dealing with Royal Mail anyway, your contract is with the seller. I'd speak to Paypal again, on the phone if necessary as they should be refunding you the full value. The level of insurance isn't a problem. If Paypal don't produce ask the seller directly for a full refund. If they refuse send a LBA and then take them to the county court.
    Originally posted by Gavin83
    Sounds more like the OP lost the paypal dispute and the seller kept the payment.
    RM paid out a £50 compo to the intended recipient
    • CT450
    • By CT450 16th Feb 18, 9:54 PM
    • 2 Posts
    • 2 Thanks
    CT450
    Thanks for your comments. I sent an official complaint by mail to PayPal and got a phonecall saying they would give me a full refund as a curtesy payment. I quoted that all the call handlers had guaranteed that if I proved I had not received the parcel I would get a refund. I proved this but got nothing until now anyway! Result!
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

57Posts Today

2,323Users online

Martin's Twitter