Customer stealing
Hi, I sent an item FBM, it was an expensive bottle of perfume which I packed myself so I know the item was there. It was sent Tracked by Royal Mail and the customer has today claimed the item was missing from the sealed box. There is proof of delivery from Royal Mail but the customer has sent photos to show a hole in the side of the box (suggesting the item has been stolen). I think they are lying just due to the way the box has been burst and you can see the space the perfume box was sitting in the carboard. There isn’t any other damage that I can see. I think the customer is scamming me but not sure how to manage this.
26 replies
Seller_Mw5QFPAFy4kHS
Hi NJR
If I was you, I would contact the customer and advise them you are happy to refund them as long as they agree to cooperate with the police as they will need to give a statement to the police advising the item was missing when it was delivered as. Confirm with them that they are happy for this to be reported to Royal Mail for further investigation.
Seller_GTQV2zDar8YQQ
If you sent it Royal Mail tracked ,refund the customer and claim from Royal Mail .
It’s up to Royal Mail what they do about it .
The customer could be telling the truth it is strange times at the moment .
Seller_L2WLWf8N814M4
Hello @NJR_Direct,
It can be an option for future to purchase insurance considering that some of the items that you sell are high value.
It is not normal to happen but you never know.
I think the best option in this situation is to contact RM.
Regards.
Nickolas
Seller_GTQV2zDar8YQQ
I always thought Royal Mail Tracked had insurance .
Seller_xUKHc5xSYJmI4
Normally when something looks like its been tampered with its recorded at the delivery office and repacked by Royal Mail apology. However I was talking to a friend who ordered watch strap and someone and removed the contents and nothing was recorded at the delivery office.
As you know if you decide to put in a claim will determine how you dispatched the order and under which contract. The contractual terms vary which service you use.
Royal Mail have a facility where you can register the claim online however the facility does not allow you to upload additional images such as proof of the packaging. With all claims they required to provide proof. You can use the P58 claim route online and the buyer will receive a P90 asking them to confirm the loss. The claim is usually investigated by both the delivery manager and the postal worker who delivered the order to determine whether the loss incurred during transit or other.
Also I assume you dispatched the order using a tracked service and not just signed for service?
Also the package had ID8000 sticker.
Seller_16EevDf4Axaui
A few year back, we sent a large letter of handmade products and the customer contacted us to say the packet they received was empty, and open, they provided photographs and we simply had to accept what they had told us, refund, but by this time we’d had enough of such claims and went straight in with a letter of complaint to Royal Mail. Someone from RM HQ phoned me and I let rip, I even had a go about the situation of RM24/48 not being scanned and causing us to have to issue refunds to customers despite the likelihood that some customers would have received their orders, we (unbelievably) received a rather decent credit on our OBA which made me believe they knew something was wrong so I’d suggest doing the same, write a complaint to RM with all the details and at the very least, if they have had other reports they may just offer you a goodwill payment to stop you taking it further whilst they do their own investigations, nothing to lose surely.
You can also use the services of this site that will collect and display such information on matters like this …
Seller_bi8rGHHcLpoVs
Royal Mail should take a photo of the item on the doorstep if sent tracked. Does it look damaged in that?