Royal Mail compensation
I had only one parcel go astray last year, which is about the usual for me ever since I began selling books.
The book was sent to the PO box of a Liverpool University library, Royal Mail Signed For service (£40.00 book). According to the tracking, the book never arrived. Luckily I had another copy which I sent to then, and that did arrive.
I made an online claim and Royal mail said “thank you” and that they would now contact the recipient and ask him to confirm non-receipt.
Four weeks later I got a letter in the post from Royal Mail saying the intended recipient had not confirmed non-receipt.
My god! Just looking at the tracking confirms non-receipt.
Have royal mail always actually contact recipients to confirm non-receipt?
I have never had a problem getting compensation on the few occasion items have failed to arrive.
I would interested to hear of others experiences, either as a senders or recipients.
Edited by: Trout on Jan 9, 2018 10:27 AM
10 replies
Seller_EHYOwAkoZV3Hb
That’s probably their first attempt to get you to give up. It’s possible the postie didn’t scan the first parcel and the customer pretended they didn’t receive it knowing there was no evidence. But that’s the posties fault for not scanning (ignoring the possible dishonesty of the customer).
Contest and fight the stupidity.
Seller_hLdYxXkRx4wdd
I am sure the buyer is honest. He got back to almost immediately when I emailed him this morning. He now intends to contact Royal Mail to confirm non-receipt. He never got their request to confirm receipt.
Yes, I agree 100% this seems to be an attempt by Royal Mail to set up hurdles for the claimant.
I intend to see this through. It’s a matter of principle now.
Just wondering if they have always contacted the intended recipient. Like I said, never know this before.
If this is an official policy by Royal Mail, it’s bad news for dvd and cd sellers. Can’t imagine their buyers being arsed to reply to a request for confirmation of non-receipt.
Seller_j4qOx3FnSoENm
Over the past 15 years of selling online we of course have had parcels go missing.
We also have had the same from Royal Mail saying that they will contact the customer to confirm non receipt.
I always follow up with the customer and guess how many have said that Royal Mail have contacted them
That’s right zero
A lot of our business is repeat business and I know it’s not customers being dishonest.
In my opinion as others above have said it’s one of Royal Mail’s hurdles to block you from compensation.
Seller_2BrPSydGy6oyq
Never had this issue myself with Royal Mail, usually the argument is about the value of the item lost, however on your issue, I always include the email, or statement from the buyer that they have not received the order, this added to the claim/refund page, plus the fact tracking does not show delivered, in my view leaves no reason to contact the buyer and little to dispute as they can’t prove it was delivered.
Seller_74ijaPS0pKj8Q
I agree that this is a standard fob-off letter. RM employ a team of fobbers to try and weasel out of paying compensation for lost items. Write back advising that the customer has advised non-receipt of the item and you wish to continue with your right to compensation in light of the lost item and please continue to process your claim. If they write back with a pack of stamps instead of a cheque then do the same again until you get the correct compensation as per their policy. Sometimes they ‘forget’ to enclose the cheque in the letter too, if this happens then ring them and they should send another.
