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| | | Author: | Lamondera  | | Posted: | Dec 15, 2021 05:09 | | Subject: | Lost parcel, refund and proof of postage | | Viewed: | 128 times | | Topic: | Shipping | |
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| Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
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| | | | | Author: | tjb01527 | | Posted: | Dec 15, 2021 05:42 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 41 times | | Topic: | Shipping | |
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| In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
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If you sent the parcel via Royal Mail, they insist on 13 working days before
they regard as lost. That's 3 days for usual delivery plus 10 working days.
My understanding is that if you refund before that, RM will not honour the claim.
Claim forms are on the RM website. When proof is required, you will need to show
postage cost, proof of purchase. They usually want to see proof of the sale and
claim details (the customer claim)
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| | | | | | | Author: | Lamondera | | Posted: | Dec 15, 2021 06:08 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 34 times | | Topic: | Shipping | |
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| Thanks a lot for your reply: so is the customer that should make the claim?
In Shipping, tjb01527 writes:
| | In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
|
If you sent the parcel via Royal Mail, they insist on 13 working days before
they regard as lost. That's 3 days for usual delivery plus 10 working days.
My understanding is that if you refund before that, RM will not honour the claim.
Claim forms are on the RM website. When proof is required, you will need to show
postage cost, proof of purchase. They usually want to see proof of the sale and
claim details (the customer claim)
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| | | | | | | Author: | tjb01527 | | Posted: | Dec 15, 2021 09:52 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 53 times | | Topic: | Shipping | |
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| If a parcel goes missing, its the seller who has to put in a claim. They have
proof of everything. If you something for £10, RM will only pay the original
cost of the goods, not the £10 selling price. I know on Ebay, they will refund
you the selling fees & I make sure all claims are raised through the selling
hub.
In Shipping, tjb01527 writes:
| | In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
|
If you sent the parcel via Royal Mail, they insist on 13 working days before
they regard as lost. That's 3 days for usual delivery plus 10 working days.
My understanding is that if you refund before that, RM will not honour the claim.
Claim forms are on the RM website. When proof is required, you will need to show
postage cost, proof of purchase. They usually want to see proof of the sale and
claim details (the customer claim)
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| | | | | Author: | Abels_Bricks | | Posted: | Dec 15, 2021 05:46 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 35 times | | Topic: | Shipping | |
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| In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
|
Many areas of the UK are experiencing delays due to royal mail short staff and
Christmas mail, trouble is you will always have those buyers who wont understand
or even listen to reason.
How long since you posted and what service did you use.
You may just need to accept that you get these sorts of buyer very infrequently,
refund the order and move on.
Also - any buyer threatens me with a negative gets told to wait. sellers need
to stop worrying about the odd negative your 300plus positives speak volumes
about your business.
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| | | | | | | Author: | Lamondera | | Posted: | Dec 15, 2021 06:10 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 31 times | | Topic: | Shipping | |
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| Thanks, I guess you're right! I had only one negative feedback from a customer
who didn't want to pay, then paid and complained about the items (I was kind
of expecting that). I'm not here to be rich, but I try to be nice and I really
hate when people think I'm like Amazon.
I will kindly tell to wait until the beginning of next week. Do you think the
customer should the one making the claim or the seller?
In Shipping, Abels_Bricks writes:
| | In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
|
Many areas of the UK are experiencing delays due to royal mail short staff and
Christmas mail, trouble is you will always have those buyers who wont understand
or even listen to reason.
How long since you posted and what service did you use.
You may just need to accept that you get these sorts of buyer very infrequently,
refund the order and move on.
Also - any buyer threatens me with a negative gets told to wait. sellers need
to stop worrying about the odd negative your 300plus positives speak volumes
about your business.
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| | | | | | | | | Author: | MC2017 | | Posted: | Dec 15, 2021 06:25 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 36 times | | Topic: | Shipping | |
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| In Shipping, Lamondera writes:
| | Thanks, I guess you're right! I had only one negative feedback from a customer
who didn't want to pay, then paid and complained about the items (I was kind
of expecting that). I'm not here to be rich, but I try to be nice and I really
hate when people think I'm like Amazon.
I will kindly tell to wait until the beginning of next week. Do you think the
customer should the one making the claim or the seller?
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Hi
Just wanted to add that I'm in the same situation.... but as the buyer.
The seller sent me the proof of postage which shows my postcode so I know that
the problem is with the Royal Mail and not with the seller.
I'm disappointed that the bits have gone missing but I accept the post isn't
always perfect and that in due course the compensation will come.
It isn't my seller's, or your fault, that the package is delayed/lost.
I think it's unreasonable for the buyer to demand a refund - I'm assuming
they didn't pay for guaranteed delivery - so I'd say they should wait
until the Post Office pays out.
Kind regards.
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| | | | | | | Author: | cosmicray | | Posted: | Dec 15, 2021 06:21 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 29 times | | Topic: | Shipping | |
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| In Shipping, Abels_Bricks writes:
| | Also - any buyer threatens me with a negative gets told to wait. sellers need
to stop worrying about the odd negative your 300plus positives speak volumes
about your business.
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Make sure you respond to the negative, and tell your side of what happened.
Nita Rae
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| | | | | Author: | stecre | | Posted: | Dec 15, 2021 07:37 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 39 times | | Topic: | Shipping | |
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| In Shipping, Lamondera writes:
| | Hello! I sent a parcel (small order), I have proof of postage (sent with paypal
too, so double proof).
I have to wait 10 days from the due delivery date to make a claim, but the recipient
wants the refund straight away (we are talking about £5).
Should I leave the recipient to make a claim?
She's of course intimidating with negative feedback, but I'm willing
to refund as I am not losing money, so after the claim
What would you do?
|
It is sad/frustrating that the buyer is threatening negative feedback - perhaps
they are doing this due to a bad seller experience previously? - but as long
as you provide a full refund there should be no need for them to give negative
feedback because of a lost package.
I do normally try and make the buyer wait until you are actually able to file
the claim though since it may well just be delayed and still turn up before that
time.
I have claimed on Royal Mail for loss/damage a handful of times and always been
successful with proof of postage (and once even without because I used click
& drop) so if the buyer is insisting on the refund straight away you could just
refund now based on the claim likely being successful. Of course if it does
turn up before you can file the claim that would be a problem.
HTH
Steve
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| | | | | Author: | antant7 | | Posted: | Dec 15, 2021 08:03 | | Subject: | Re: Lost parcel, refund and proof of postage | | Viewed: | 43 times | | Topic: | Shipping | |
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What I would do is first of all reassure the customer that they won't lose
their money and explain that both of you depend on the "rules" set by royal mail
regarding lost parcels so a bit of patience would help.
Since you mention amazon, fun fact is that even they ask you to wait X days before
refunding or resending an order 
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