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To be pissed off at Royal mail

(33 Posts)
shopaholic999 Sun 28-Aug-16 14:43:45

I'm hoping someone can give me examples of good outcomes for Royal Mail compensating for lost parcels.

Bought something off eBay, seller sent out by first class signed for which is fortunate I hope.

Sent out Monday, would expect to receive it by Wednesday at the latest.
By Thursday still not arrived, seller sent me proof, all was true, sent out when and as he should of.
Friday still not here so I track the item, apparently it was delivered the day before but I was in all day, no attempted delivery, no red card but was signed for with initials RM (Royal Mail perhaps 😏).
Sorting office was beyond useless..seller needs to ring from his side so an investigation can be started, but is now getting quite impatient with the emails I'm having to send him and hasn't phoned up.

There's £36 of stuff that's been lost.
I've checked with the neighbours, which came to nothing. Also none with initials RM.

Where do I stand with getting compo for lost items?
If seller stops helping from his side, can PayPal step in?

HeCantBeSerious Sun 28-Aug-16 14:52:13

Seller must claim from RM. You claim from the seller via PayPal.

GloveBug Sun 28-Aug-16 14:55:06

Definitely contact PayPal. They can chase it for you. Although if seller has proof of deliver (even if it's disputed) there might not be much they can do

shopaholic999 Sun 28-Aug-16 14:57:38

Oh so it's not me that has to claim?
I feel really suspicious about the initials..especially when delivery wasn't even attempted, or red card left!?

MrsHam13 Sun 28-Aug-16 14:58:55

Royal Mail had major problems last week apparently. We ordered something next day delivery Saturday Morning. Hoping to get it Monday. Never came till Friday. Just kept showing as processing.

When we went to the sorting office to get it the guy told us they had massive problems, lots of delays and complaints etc.

I'd contact eBay and PayPal.

GloveBug Sun 28-Aug-16 14:59:04

Did seller use the correct address?

GloveBug Sun 28-Aug-16 15:00:33

If you contact PayPal they will open a case and contact seller for you. Seller had certain amount of time to respond and I'd they don't the case will go in your favour. If they send paypal the proof of delivery and you dispute it I'm not sure what happens next

GloveBug Sun 28-Aug-16 15:01:17

*has certain amount of time

verystressedmum Sun 28-Aug-16 15:03:19

I think from ebays points of view there is proof of delivery so unless it's great seller and pursues Royal Mail there may not be much you can do (though someone else may have more experience with this)

Usually my postman puts signed for post in my postbox which is on the wall in the porch :/ he must sign it himself, but I 'know him' (he's been delivering post for years and I speak to him when I see him) so he must know that it's safe in there I suppose.

shopaholic999 Sun 28-Aug-16 15:06:51

The seller has been quite helpful up to now but it's only now that he has to contact royal Mail himself that he's gone quiet.

The proof of postage shows all correct delivery details.

Just not sure where I stand or who to claim from..
I'll contact eBay but I don't want them to open a case as seller hasn't actually done anything wrong but looking on PayPal website it shows that seller must use a p58 form from post office to claim for list item.

IzzyGee Sun 28-Aug-16 15:21:18

I work for RM. I don't know why some staff are reporting a difficult week. July and August are the quietest time of year. (Some areas are always problematic. In my office we have some routes without a regular postie so it gets divided up into 10 or 15 sections and shared between everyone ie no continuity. Privatisation folks!)

'Signed for' provides security for the sender against a dishonest addressee. It is of no use or reassurance to the addressee tbh. In future for peace of mind use RM Special Delivery for valuable or urgent items.

Royal Mail will not be interested/able to deal with you. The seller is their customer. You have to register your dissatisfaction online ie eBay/PayPal.

Sorry you are having problems OP. There are lots of cons online and many people get away with blaming RM.

shopaholic999 Sun 28-Aug-16 15:49:40

Thanks for all the replies..

I have phoned eBay (far too impatient to wait for emails). They have opened a not item received case which I wanted to avoid as the seller hasn't actually done anything wrong, so he has 8 days to refund, if he doesn't I have to ask eBay to step in, in which case they will refund me. Feel much better now.

JellyBelli Sun 28-Aug-16 15:52:54

I'm a seller thats just been through the exact same problem. I re-sent the item, then applied for a refund from RM. They have accepted liability and I will receive a refund next week.

It's not your problem. If its something that the seller cant resend then they should just refund you.
It sucks for them, but both Ebay and Pay Pal guarantee you will get your item or a refund.

shopaholic999 Sun 28-Aug-16 16:16:48

I do feel bad but you've made me feel better knowing he can claim from RM!! Never had a problem with RM but the service wasn't the best for a 1st class item not been "delivered" for 3 days. I've had 2nd class stuff sent out after and delivered before the supposed 1st class! Shit happens I guess!!

travellinglighter Sun 28-Aug-16 16:37:30

My local royal mail depot has a path that runs behind it. It’s covered in stuff that can only be royal mail related. I was walking home with the kids the other day and found a letter from the tax office giving out details of his new tax code. I was exhausted after a long three days in london or I’d have complained.

19lottie82 Sun 28-Aug-16 16:59:30

Sorry to be the bearer of bad news but if the seller uploads the tracking details against the case and they show the item as being delivered, you won't get a refund.

Your best bet is to keep in with the seller and get them to chase with Royal Mail, to the fact that the parcel wasn't delivered, even though it says it was. If he badgers them enough he should be able to claim up to £50 compo (if he has proof of how much he paid for the item originally, NOT how much he sold it to you for).

AnchorDownDeepBreath Sun 28-Aug-16 17:03:48

Friday still not here so I track the item, apparently it was delivered the day before but I was in all day, no attempted delivery, no red card but was signed for with initials RM (Royal Mail perhaps 😏).

That might be your downfall.

If you open an eBay case, they'll ask the seller to show proof of delivery - he'll give the tracking number and eBay will close the case in his favour.

The seller would need to claim from Royal Mail. They are also unlikely to be successful, as the T&Cs for First Class Signed For say that if a signature is obtained, the item is considered to be delivered. You can claim compensation in stamps if the item is not delivered, or if the item is delivered without a signature, but no compensation is owing if the item is delivered and signed for.

You might also find that the seller stops being quite so responsive once eBay settles the case in their favour.

Have you called the sorting office nearest you to try and find out where the parcel was left?

IzzyGee Sun 28-Aug-16 17:15:37

Travelling lighter

The pavements around my office are littered with opened envelopes, corrugated cardboard and polystyrene packaging. People come to the office to collect items, open them and dispose of the packaging in the street.


Does the seller's proof of postage show your address? Or atleast your house name/number and postcode?

shopaholic999 Sun 28-Aug-16 17:32:03

Oh no..I was feeling hopefully.
I did explain to eBay over the phone that the item has been shipped with proof of postage with correct address etc but I've still not received it. eBay person didn't seem bothered about this, she said that eBay and PayPal protect the buyer (PayPal website says they have a customer is always right moto) therefore if he doesn't refund within 8 days, then eBay will and its up to him to claim from RM. she did say it sounds like a courier problem but was certain I'd get a refund either way!

When I spoke to RM on Friday, they said an investigation will take place once seller gets in touch with them which he doesn't seem to be doing and has now gone very quiet, and the post person will get interviewed to find exact place of delivery..!! They should electronically note where it's been with a neighbour!!

user1471466961 Sun 28-Aug-16 17:45:24

Proof of postage is different to tracked/signed for. If there's only proof of postage eBay tend to support the buyer. If it's fully tracked not so much.

shopaholic999 Sun 28-Aug-16 17:48:48

Yep it's fully tracked as being delivered..optimism has gone..!! We shall see what happens in the next 8 days

ABloodyDifficultWoman Sun 28-Aug-16 17:52:58

PP are right in that proof of delivery is sometimes all that eBay require - however if they feel like it they can make you an 'ex-gratia' payment - they have done this for me before in the exact same circumstances.
Good luck - hope you don't lose out!

LolaStarr Sun 28-Aug-16 17:55:53

I had this exact problem with two items in the last month. It's never happened before, very strange!

19lottie82 Sun 28-Aug-16 18:23:59

Ocassionaly in situations like these easy offer "non fault refunds", from their won pocket, so neither the seller or buyer lose out, so make sure you supply all the details, as stated in your OP rather than "this hasn't arrived". I can't guarantee it will work, but it's worth a shot.

shopaholic999 Sun 28-Aug-16 18:27:47

Spoke to eBay again as I'm just too impatient. Explained everything again including that the item is being tracked as delivered with a signature that aren't my initials, that I've checked with neighbours and she said they'll put it on my record for when the 8 days of a case has passed and I can ask eBay to step in. Someone who deals with these types of cases will review the outcome..hoping it'll be an ex gratia payment..!

Seller has spoken to RM and waiting for a call back..the saga continues!!

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