Lost Royal mail item.. Who is correct?

[Missatkins]

Hoping someone can help me regarding an item purchased on Ebay. The seller has sent it via royal mail two weeks ago but when I track the number it states it is still at the sender's Post office, not in transit. Assuming this item is lost, am I entitled to a refund? It was paid via PayPal.. & 750😭. Thanks in advance

When you say "who is correct" what has the seller said?

I think you would get a refund though.

You need to raise it with eBay as not received.

The seller needs to raise it with royal mail
Have you raised a case through ebay?

Refund from who?
Royal mail have a contract with the seller, you wont get any joy there.
I'd guess you need to pursue through Ebay.

Contact the seller first and if it can't be resolved, raise an item not received case.

It's the seller's responsibility to deliver the item to you, and to insure it if necessary when it's being posted so the seller can claim if it goes AWOL.

Seller should raise a claim with Royal Mail.
You should raise an "item not recieved" with ebay.

The seller has stated that it is not her responsibility as she has proof it was posted, despite the fact that Royal mail clearly states it is still not in transit. Furthermore, she says she can't afford to refund me. I asked that's she lodge a claim with RM, but she says the onus is on me to do so. I think I'll have to open a case with Ebay.

The seller is not correct. Raise an item not received case.

How did you pay?

The seller is wrong, it is her job to get the item to you. Also, she is the one with the "contract" with Royal Mail and therefore she is the one who has to deal with them.

The seller is wrong.

Claim via PayPal and then it’s up to the seller to recoup her loss through Royal Mail or not!

Chances are if you bought jewellery or a mobile phone she didn’t use the correct way of sending it that is her fault not yours!

eBay will always side with the buyer. Unless she has posted it signed for delivery, and has proof it was delivered then she has to refund you. She can then claim through Royal Mail, if she’s insured it for enough.

They are wrong. They are the ones meant to claim from royal mail. I'd open a case with ebay and let them sort it out.

You have no contract with Royal Mail, you can’t open the case. She posted the item; she needs to do it.

You need to mark it as not received and escalate it to eBay. They’ll look at the tracking number, and as it doesn’t show that it’s been delivered to you, they’ll refund you.

I suspect she hasn’t insured it to the right level and is trying to buy an extra few days to give it more of a chance to arrive, but she’d probably be best to get to her local post office and get them to look for it, if it never tracked as leaving…

Thank you very much for the replies. I have now lodged a case with Ebay.

Not for you OP as I think they are responsible for delivering the item to you and fortunately it looks like you can evidence it has not arrived. Ebay or Paypal claim and the sender can raise the claim with Royal Mail if they have a case based on the postage message they chose for an item of what value Was the £750 item not sent by Special Delivery? Even if you agreed the postage method, they should have chosen one suitable for the value and nature of the item.

Good luck.

Seller is totally wrong.

Royal mail would not accept a compensation claim from you. You dont have a contract with them.

The sender must claim for the lost parcel. She also needs to refund you. Those are Ebay's rules as well, so you will win your case.

If she didnt get the correct postage type to insure the value of the item then that is her fault. If she is only covered up to £500 then that's what royal mail will give her. Not your problem. She needs to refund.

As someone who sells on eBay the responsibility to refund you would be mine.
If I had sold this to you I would have refunded you without issue providing the date Royal Mail considers an item to be lost had past.( I can’t remember off-hand whether it’s 10 working days from the date of posting or a few days more)
I never send anything to a buyer without proof of posting and the claim process is straightforward as it can all be done on-line.
If your seller is being awkward - go through eBay.

Seller can claim from RM up to the value of £20 plus postage but only after (I think) 28 days.
I sell things online and recently had to replace a lost item before claiming from RM, but I know of other small businesses owners that would wait.

I've had similar where a package has the same tracking issue but arrives suddenly after 3 weeks so it could still show up, but you should go through the item not received area on ebay to get the refund ball rolling just in case.

Ebay will always side with the buyer in this situation, the seller should have insured the item in case it gets lost but that is to get their own money back after you have been refunded.

The only grey area I've encountered is where the package was tracked and said delivered but it hadn't shown up. The seller was lost on how to deal with this as well but luckily it showed up a week later, we figured they had mistakingly set it as delivered when it got to the local delivery office.

@Rrrob
Special delivery is up to £500.

I had an ebay purchase that had a similar status. Turned out postage was bought online but not actually posted. When I raised an ebay issue she "found it" had to buy new postage as the old one had expired and send it - properly this time.

It was her responsibility with ebay and with RM.

Hi , it's 100% the sellers problem . eBay is all geared up for buyer protection. All you need to do is open a case with eBay stating your item has not been received.
The seller has to take it up with Royal mail and not you . Doesn't sound like a helpful seller at all .
I suggest you open a case with eBay immediately as the seller not sorting it out xx

I am not always a massive fan of eBays policies and customer service in general, but this is one area in which they really excel and I’d be shocked if you didn’t get a full refund.

There are a lot of scammers on there so it’s easy to think the worst of the seller, but I guess it’s theoretically possible that the Post Office have lost the item. That’s for the seller to take up with them though, and I doubt they’re as easy to satisfy as eBay. From hearing about that Horizon scandal wouldn’t surprise me if the make the sub-postmaster pay up to the seller or prove the lie.