Buy Shipping (Royal Mail Lost Claim)

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Seller_MVJCrwWdgDMOC

Buy Shipping (Royal Mail Lost Claim)

Hi,

Can anyone explain the procedure to obtain a claim against the product that was sent by the “Buy Shipping (Royal Mail)”.
It was sold from SFP Listing.
Shown as delivered. But the buyer is claiming that he didn’t receive the product.
Service was Royal Mail 48 tracked.
The signature was not included.
Only a picture is given on the tracking page.
It is better to share the tracking No. which is “TC584800633GB”
I appreciate, if anyone can help.
Thanks

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36 replies
Tags:Royal Mail, Shipping
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Seller_tRuvBEHDedp4q
Most helpful replyThis reply was marked most helpful by the original poster.

For labels bought via Buy Shipping then any AtoZ claim for late or non delivery will not affect your metrics. This is Amazon policy. However - you may still be responsible for any financial loss.

However, if item show delivered there is a good chance Amazon will find in your favour (not guaranteed but likely) as you bought label via Buy Shipping and used a fully tracked service.

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36 replies
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Seller_7VbclcPFFRTnc

Have they opened a case ? As its SFP you would open a safe t claim after refund

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Seller_8Wsckn3UoR095

Does the GPS location correlate to their delivery address? Granted it’s not exact, it does have a radius. Does the customer recognise the photo?

I’ve never done it but I assume claiming is the same as through the RM claims as you’ve still purchased a service which RM are to provide. Do you have an account manager at RM?

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Seller_7XKkvpKqKRaqK

just a side note on the delivery screen is says great barr do , do next to place name that usually means its been taken to delivery office as no one in

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Seller_bhSWqoVh7Pn98

ASPIRE_HOMEWARE

You are being given some confusing replies, although they may be trying to help, they have missed some issues. (it is rather concerning though that you are not aware of the procedures and worth studying them).

You say you sold SFP, sent by Buy Shipping, used Royal Mail Tracked 24.

As it is SFP, then there are no A-Z Claims, IMPOSSIBLE to have an A-Z Claim.

You can get bad f/back though, so handle professionally (if just f/back about delivery, as Buy Shipping, you can request its removal).

I would email the Buyer that has queried, send them a photo of the map and the photo of the delivery (say it is on the RM website wth tracking number TC584800633GB), so if they can see delivered, it may have been to a neighbour, then they will find the parcel. Often happens, they reply saying located, suggest it could have been to a neighbour or someone else at their address. Inform them if the map matches, and still a non delivery, they must report to Amz CS, who will action, and if a refund, to purchase again and you will send again for them (next time send Signed For, I’d not tell Buyer that though, as they could be cheating the system deliberately).

(IF GPS map shows at the wrong address, compare to where you sent it, then you need to advise Buyer you will raise with RM, if at the address shown approx, then tell them that as well).

If they say not received but map is ok, 2 things need to be done:

1: Raise with RM as a query, go online, raise and a reference number is given, they will investigate and may tell you to claim. You can phone RM as well to chase, but they usually reply within 2 business days.

2: VERY IMPORTANT: as SFP, do NOT refund the item. Tell the Buyer as a SFP item, Amz look after Customer Service and to contact them. Amz will refund the Buyer, not you. You then raise a Safe-T Claim, say Royal Mail show delivered, provide them with a link to RM website to show that and attach photos of the delivery. Make it very clear that you cannot claim from RM, as they say delivered and the map shows to the correct address and has a photo of the parcel at the Buyers address. (this is assuming RM map matches the address you sent to, otherwise RM claim would apply).

Amz may ignore everything and tell you to claim from RM, you usually have to appeal and reiterate, map matches delivery, photo of delivery and Buyer is probably not telling the truth, or the neighbour has the parcel which you can do nothing about as Amz refunded the Buyer.

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Seller_wpRnxffNxqCn4

If the item was sold on SFP as you stated, this should only go on a next-day delivery. Either RM Tracked 24 or DPD and not RM Tracked 48.

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