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Original poster

Royal Mail took 3.5 weeks to deliver item and buyer leaves neutral / neg feedback

15 replies

ishopthereforeiam · 06/07/2012 13:50

Buyer didn't tell me that the item hadn't arrived (would've offered a refund) and has left feedback saying not happy as item took so long. I have proof of posting to show it was posted on 6 June even though only received today. WWYD, just respond to their feedback to explain?

OP posts:
EmpressOfTheSevenOceans · 06/07/2012 13:54

I would. If nothing else, it will make it clear to future buyers that it wasn't your fault.

belledejour · 06/07/2012 19:21

Interested to read this as an item I posted on the 26th July via standard first class post still hasn't turned up, even though another item that I posted on the same day arrived the next morning Sad

Think I will refund the buyer today as it has already been 11 days and I'm worried about my feedback. Then will try to cancel the transaction to claw back my fees....

belledejour · 06/07/2012 19:21

Rather makes you lose faith in the Royal Mail though...and I don't want to send items special delivery as most things I sell are low-cost items below £10 and sending via tracked post makes p&p prohibitively expensive.

SpottyTeacakes · 06/07/2012 19:24

Royal mail are awful at the moment and they no longer allow business sellers to claim for list items even on recorded and special delivery items!

You could email the buyer explaining and offer them their postage back if they change their feedback?

ANTagony · 06/07/2012 19:24

I had a neutral because someone moved house the week they ordered something for 99p. They then missed several deliveries and eventually we got it rerouted. All out of my control, much hassle for 99p!

I left feedback comment and still sell stuff regularly. I did feel a bit bruised by it my first not positive.

80sbabe · 06/07/2012 20:23

Since when have Royal Mail stopped allowing business sellers to claim for lost items?
I'd like to see where that is documented as they paid out on a lost post claim I made only last week.
Do you have a link Spottyteacakes ?

SpottyTeacakes · 06/07/2012 20:28

No link, apparently it's in their t&cs. I phoned them up after they sent out letters saying they couldn't couldn't reimburse us for our list items. I think it's only if you use PPI and something else not entirely sure. It's ridiculous though the service recently has been shocking.

Original poster
ishopthereforeiam · 06/07/2012 20:38

Belle I posted several items on the 6th June, some arrived within 2 days, one today and one shows up on royal mail tracker as still with royal mail (although the buyer hasn't complained!).

I just posted a comment to the feedback saying item was dispatched within 3 working days per the listing and sorry royal mail was so slow! Surprised the buyer didn't contact me beforehand to say they hadn't received it as I would've offered a full refund at the time (I did for another buyer whose item hadn't arrived).

OP posts:
80sbabe · 06/07/2012 20:52

Spotty - were you claiming back the price you sold the item for or the actual original cost to you of the item?
There is a difference and Royal Mail as far as I know has always only refunded the basic cost to business sellers.
As I said they paid me out for a claim just last week and my business status was obvious. I received back the price I paid for the item and a refund of the postage cost.

Overall I don't have too many problems with Royal Mail, the odd thing vanishes here and there but the vast majority arrives on time.

sarahtigh · 06/07/2012 21:07

it explains as a business or indeed private seller it will only pay out what item cost you so if you buy it for £25 and sell at £45 it will pay £25 so you need evidence of what you paid for it, what it sold for is slightly irrelevant, this is not new it was always in their T&C's

i have very little problem with royal mail most second class items arrive in 48hours perhaps 4 missing items and maybe 20 very late or returned to sender as gone away not collected or whatever in about 900 sales

Original poster
ishopthereforeiam · 06/07/2012 21:12

sarah and spotty what happens if you are posting used / other items for which you don't have a receipt e.g. 2nd hand baby clothes so obviously the resale value is a lot less than what you paid (and you no longer have the receipts) can you claim back the amount you had sold the bundle for?

OP posts:
SpottyTeacakes · 06/07/2012 21:17

I don't know I'm afraid. We only sell new items and have invoices from all of our suppliers. They still won't refund us though!

sarahtigh · 06/07/2012 21:27

if you have no evidence of value as private seller of second hand good s you may get auction price back
on the other hand you may get 6 x 1st class stamps

80sbabe · 06/07/2012 22:58

Spotty - Have you had to make a lot of claims or have they been of particularly high value ?
I'm not doubting at all what you say about them refusing to pay out on your claim, but I am mystified as to why they wouldn't if you have supporting evidence and are claiming cost value not retail price.
They do have a complaints procedure if you are unhappy with their decision or wish to challenge a refusal of a claim.
It might be worth you giving it a go and re-submitting any refused claims.

SpottyTeacakes · 07/07/2012 06:06

I might look into it more, the value is never more than £15+vat + postage. I've not made that many claims. I suppose it is possible that the woman I spoke to on the phone was wrong Confused

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