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Royal Mail lost item compensation advice?
Has anyone ever had to make a claim against Royal Mail as an ebay seller with a sent item not received by the purchaser? My buyer wants his money back rather than the proof of postage to pursue a claim himself (I can understand that). Looked under the terms and conditions of making a claim and have seen that they won't pay out unless you provide a receipt of how much it cost the claimant, then provide ebay numbers etc. What if you can't provide a receipt? I sold a promotional Darth Maul figure, so I didn't directly pay for it and can provide no receipt. Surely the value to refund is the amount someone else is willing to pay for it and did so? Anyone had a similar case and dealt with Royal Mail? Their terms seem pretty inflexible, it would seem that no receipt for sellers cost to buy = no claim.
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Bear in mind not received on ebay often means received and wants it free. Rarer figs are better sent with recorded delivery.
I sent my eBay printout and proof of postage with my claim form, but they said that was insufficient proof. I got an e-mail statement from the buyer, and wrote a strongly worded letter about mis-sold insurance, going to trading standards, and going to the police as there was clearly criminal activity happening at RM. I soon got my £400 back with no problem.
I'm still convinced the buyer got a free camera, so now I always do recorded delivery. that 75p is worth ever penny.
The buyer in my case states that he's had 3 small things of value go missing in the past year. Is it unreasonable to refuse refund to the buyer until 15 working days have passed (this was posted on 28th May, expected 29th May, and if you can include Saturday as a "working day" as RM deliver on a Saturday - 15 working days haven't elapsed until next Monday 18th June) and also ask for an email from them to categorically state they have not received their item when the 15th day elapses?
I send all items recorded delivery now as I feel 75p is worth adding to the auction costs. It does save yourself a lot of hassle and stops people from even thinking about making undelivered stories. Genuine ebay people are happy to pay extra 75p to have a record of the item sent, I know I do.
Also agree with @CCC with regards to "it went missing" meaning "want it free". But when it comes to the crunch I'd rather write-off smaller, less valuable items and maintain a good eBay record.
Should I need to send the claims to RM as a recorded letter? :D Are they likely to claim that the forms were lost ? :D
From Markey/Tyosolo's experiences it appears that RM will do all they can to brush off all responsibility at the first hurdle with their standard letter. I'll probably have to do like Tyosolo and send a "don't even try it on" letter to accompany my proof of postage and ebay sale notification.
I asked the buyer to hold on for the 15 days if they can or raise a case against me. They raised a case. Should I make them wait 15 working days for their refund (and would ebay support my decision to do so?), or refund on the provision that I would like an email from them on day 15 to state they have not received the item, or if it does turn up in the meantime they can either reimburse me and keep the item or send it back at my cost?
This is something that concerns me a little that the massive influx of people lining up to resell lego don't fully understand the consequences. That MISB item you sell me on BIN with 10 for sale can come back to you banged up to hell and there is literally nothing you can do about it.
Ebay will hang you out to dry as they would if HMRC came knocking - although theres a large tax free limit to play with so fewer people would get hurt by that.
and particularly this:
of particular interest might be:
"If you want your customers to return the goods to you and to pay
for returns when they cancel a contract under the DSRs, you must
include this in your terms and conditions. This information must also
be given to the customer as written information (see The information
you must provide once the customer has decided to buy under the
"DSRs do not link cancellation rights with your ability to resell items
as new. Unless the item falls under the cancellation exemption,
customers can cancel a contract and return the goods to you even
if they have opened and tested the goods and, as a result, you are
unable to resell them."
and this as well:
"The right to a refund is not connected either to the return of the
product nor the customer’s duty to exercise reasonable care of
the goods. Even if the customer fails to take reasonable care
of the goods, you must make a full refund. You can bring a claim
for damages separately.
You must refund the customer’s money even if you have not yet
collected the goods or had them returned to you by the customer.
You cannot insist on receiving the goods before you make a refund."
You MUST have prof of postage first, original PO Receipt.
If your a private seller you can write a letter and explain the item was given to you as a gift or just given and provide a few print off's of the same Item being sold by different sellers around the price you sold yours for.
All so Provide a copy of the item page (your listing) Ebay invoice (I all ways set mine to email me a copy!) and a Print/copy of the pay pal transaction page.
It is worth doing this first then make a refund to the buyer and close the transaction, print of pages showing the refund with a a sentence Like "Full Refund made today *Date* Item lost in post, thank you"
Bundle it all of as per the form you get from any PO Branch.
Now if your Registered as a Business seller like me it gets more complicated! You will need proof of value such as a receipt or invoice. I sold a private Item through my Business account and it was lost. I did all of the above & it was refused I rang them at that stage after getting a letter and spoke to someone in claims and they refunded it as a one off after some negotiating.
ALL in ALL Hard work for £22 lol
Hope that helps any one in this position
Any claim for loss or damage is between you and the shipping service, refund the customer and go file your claim.
I buy a lot of Lego, I get sellers all the time who send me poorly packaged stuff, it gets damaged, I ask for an adjustment or return (I do provide detailed pictures of the box and contents), the seller tells me to piss off, they aren't responsible for the post office...
I have a 100% success rate at PayPal making them pay up, every single time. As a buyer, I have never lost a claim.
If a seller makes an adjustment for me and then wants to file a claim, I am always happy to help. It is just the right thing to do.
I must say I'm impressed, something like this would never have happened on a non tracked/recorded delivery with the Italian postal company.