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AIBU?

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Original poster

Royal Mail item not received?

29 replies

Happycat1212 · 29/03/2021 12:20

Does anyone know if a Royal Mail item says delivered but we didn’t receive it what will happen? I’m guessing we don’t have a leg to stand on as says delivered but I definitely didn’t receive anything.

OP posts:
malmi · 29/03/2021 12:31

You haven't really explained the situation

Original poster
Happycat1212 · 29/03/2021 12:34

What isn’t clear? I bought an item on Monday that I haven’t received. I’ve checked the tracking from the email and it says it was delivered on Friday, but it wasn’t and I don’t have it. Not sure what I can do now with regards to my item or money as apparently it was delivered.

OP posts:
sunflowersandbuttercups · 29/03/2021 12:34

Where does it say delivered? On the Royal Mail tracked site, or on the site where you bought the item?

Original poster
Happycat1212 · 29/03/2021 12:36

On the Royal Mail website.

OP posts:
sunflowersandbuttercups · 29/03/2021 12:39

You should be able to raise an enquiry via their website.

www.royalmail.com/help/item-shown-as-delivered-but-has-not-been

malmi · 29/03/2021 12:41

Did you pay using credit card, debit card or PayPal?
Was this something you bought on eBay or a retailer's website? Which retailer?
When did the tracking say delivered? Is that on royal mail's own website? Does it show your name or another name? What type of delivery service was it?
Have you checked with neighbours or in your porch, garage, your recycling bins?
What have you done so far? What do you plan to do?
(If you don't do anything nothing will happen)

T1gerEyes · 29/03/2021 12:43

I'm not sure OP if one poster is being deliberately obtuse!

Anyway, just give RM a call. They sign everything right now so the signature will say 'CV19' probably. They can use their tracking to pinpoint where it's been delivered to

I know this because I have a business which uses RM daily so this pops up quite a bit for us

bigbluebus · 29/03/2021 12:43

Have you contacted your local RM delivery office? They will know who delivered it and they might remember where they delivered it to.

T1gerEyes · 29/03/2021 12:43

@malmi blimey - it's not a court of law luv Grin

Needcoffeecoffeecoffee · 29/03/2021 12:46

If it's not in a recycling bin, with a neighbour, a shed etc then it is normally the company/individual who needs to raise a query with the post office direct as they have the proof of postage.
I had this happen and unfortunately the company was very unhelpful and wouldn't raise it with the post office as they just said "oh we sent it" and I couldnt raise it as I had no proof of postage so I had to go via paypal to request my money back and had to have proof that I had raised it with the company direct

Original poster
Happycat1212 · 29/03/2021 12:47

Thank you, never heard of RM doing this just other companies (Hermes 😫) so don’t know where I stand with getting my money back since if RM say it’s delivered I’m guessing there word would be taken as truth! Definitely didn’t get anything through though, where I am RM don’t leave with neighbours and no red card left.

OP posts:
winkingeyealcoholsuggestion · 29/03/2021 12:48

If you message royal mail on twitter they're really helpful. They've checked quite a few tracking numbers for me.

Original poster
Happycat1212 · 29/03/2021 12:48

Also it would have been small enough to post through so don’t see why it would have been left with a neighbour in that case.

OP posts:
malmi · 29/03/2021 12:48

Sorry for being overly interrogative. Just that your options are different depending on the details.

But typically this is the process, as others have pointed out:

  1. Check it's not with a neighbour or under your bins or whatever
  2. Contact the retailer to let them know it's not arrived. If they don't want to send another one based on your word then get them to open an enquiry with Royal Mail
  3. Meanwhile contact your local Royal Mail delivery office and see if they can help you from that side
  4. Eventually the package is located & delivered, or accepted as being lost, or nobody believes you
  5. If nobody believed you, then you can try raising a chargeback through your credit card, or go to small claims court.

Ultimately it IS the responsibility of the retailer to make sure you get your item.

TheVolturi · 29/03/2021 12:51

Royal mail can be especially shite at this type of thing, and the fact that it says delivered won't help. The last time I had an item that I sent go missing, I was sent a book of 6 second class stamps as compensation. I even provided proof of the item value which was £20 plus postage cost.

NativityDreaming · 29/03/2021 12:52

It sounds like it was was scanned if their website says delivered, if so then they can track where it was delivered as each item gets a GPS tag when it is marked as delivered. The sorting office is usually pretty good at dealing with issues like this.

DogsSausages · 29/03/2021 13:06

Check its not the scam. I got 2 messages from RM saying they couldnt deliver my parcel so it would be returned to me for 2.99 then a hermes text saying it was back at the depot. I hadnt sent a parcel, just a letter which I know was delivered. Look st the genuine RM site for the scams going round.

Original poster
Happycat1212 · 29/03/2021 13:10

It’s not a scam as it says on their website (RM) that is was delivered. Though I have had that text as well!

OP posts:
bruffin · 29/03/2021 13:14

You have to back to the sender as the contract is between the sender. The sender will contact RM and sort it

Original poster
Happycat1212 · 29/03/2021 13:21

I don’t think I’m going to get anywhere if RM says I received it? So would it not be better to chase it with RM?

OP posts:
sunflowersandbuttercups · 29/03/2021 13:26

@Happycat1212

I don’t think I’m going to get anywhere if RM says I received it? So would it not be better to chase it with RM?
The sender needs to chase it, as they're the ones who have the contract with Royal Mail.

Royal Mail will be able to investigate and find out what's happened. I've had it happen before and it all worked out. Yes, it's a pain but it's not a lost cause.

Needcoffeecoffeecoffee · 29/03/2021 13:32

As mentioned a few times above it's the sender who needs to raise it.
Follow @malmi 's steps.
You cant really raise it with royal mail as you have no proof it was sent.
When my parcel was supposedly delivered I was sat in all day with a view of the front door but the company couldnt be bothered to deal with it so i ended up raising through paypal ans got the money back. They were a small business and i would have used them again and put it down to royal mail but after that i found another company

emilyfrost · 29/03/2021 13:35

@bruffin

You have to back to the sender as the contract is between the sender. The sender will contact RM and sort it
This. You need to get the sender to chase Royal Mail.
CombatBarbie · 29/03/2021 13:36

Well your issue is with the seller, the seller has the contract of services with RM not you. Like above I'd contact seller and ask them to chase or ask for a refund. I have noticed that I've had texts/emails saying something has been delivered but it doesn't arrive til the next day.

TheJackieWeaver · 29/03/2021 13:37

I had this a few weeks ago. Is it a ‘signed for’ item?

There seems to be some weird system where (due to covid) an item is ‘signed for’ by a delivery office then delivered to you. So my item was marked as received, but it meant ‘received by Preston sorting office’ not by me. It turned up through my door (without needing a signature) a few days later.

I have no idea why this happened, if it’s a new policy or a glitch, but wanted to reassure you that your item may still arrive.