| Discussion Forum: Thread 356406 |
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| | | Author: | esp_mitch  | | Posted: | Apr 13, 2024 09:10 | | Subject: | Buyer not received order UK Royal Mail | | Viewed: | 104 times | | Topic: | Help | |
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| Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
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| | | | | Author: | calebfishn | | Posted: | Apr 13, 2024 12:25 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 36 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| | Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
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Some ways to think about it.
1. Getting a signed for postage option is there to help the seller more than
the buyer. The issue of what postage the buyer selected is basically irrelevant.
2. Yes, if you refund you will be out 11 pounds. But if the buyer does not receive
their order, and you don't refund, they will be out 11 pounds. So how is
that fair?
3. It hasn't been very long since you shipped the order, so it is correct
ask the buyer to give the order another week or so to show up. I find if I stay
in contact with a buyer, they are able to be patient in waiting a little longer.
In the meanwhile, double check that the shipping address was correct.
4. You have no reason to suspect that the buyer is not telling the truth. So
you have no reason to refuse a refund, if the package is lost. Yes, it hurts,
but it is the right thing to do. Fortunately lost orders are very rare, and when
they do happen, you can consider it a cost of doing business.
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| | | | | | | Author: | esp_mitch | | Posted: | Apr 13, 2024 16:33 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 40 times | | Topic: | Help | |
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| thanks for all the replies,
I understand that I will have to refund and take it as one of those things if
nothing arrives in another week or so.
I tried the using the order ref number on the royal mails website but no luck
sadly,
Ah well fingers crossed for the next week and if not I’ll send a refund,
Thanks everyone
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| | | | | | | | | Author: | 1271moggy | | Posted: | Apr 14, 2024 04:13 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 41 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| | thanks for all the replies,
I understand that I will have to refund and take it as one of those things if
nothing arrives in another week or so.
I tried the using the order ref number on the royal mails website but no luck
sadly,
Ah well fingers crossed for the next week and if not I’ll send a refund,
Thanks everyone
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Have you tried this page - https://send.royalmail.com/payment/find?
Use the details from the confirmation email received from Royal Mail at the time
of purchase and hopefully you should be able to see the documents they provide
to print the label from. I believe the tracking number is the small (as in small
print) number printed above the QR code.
Hope this is of some help
Linda
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| | | | | Author: | nbbhav | | Posted: | Apr 13, 2024 13:14 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 35 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| |
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
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Just in case you aren't aware, if you have the "Item reference" from
when you bought the postage, you can input it into the Track and Trace service
for Royal Mail. This does not track the actual parcel, but you might be able
to tell if it has been delivered using this reference.
In my experience, it's been "unknown" while in transit, and then
switches to "delivered" when it's actually delivered by the postie.
Hope this helps!
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| | | | | Author: | Nubs_Select | | Posted: | Apr 13, 2024 13:18 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 33 times | | Topic: | Help | |
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| Once it has been multiple weeks past its expected delivery date (for me if it’s
untracked and it’s been 3-5 weeks since I shipped or if it is tracked and it
has been 1 month since the last tracking update) then the seller should refund
the order. If you don’t they the buyer will simply file a PayPal claim/claim
with their bank and then you will be out the money plus an additional $15-$20
fee. (Just in case you’d don’t know sellers are fully responsible for every package
they ship out even if it has not tracking/insurance)
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| | | | | Author: | AJW | | Posted: | Apr 13, 2024 16:56 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 39 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| | Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
|
I've sent a couple of orders by Large Letter and Royal Mail have decided
they were thicker than 2.5cm and have demanded an extra charge for delivery.
They should leave a card but they don't always do so which leaves the buyer
and seller scratching their heads.
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| | | | | Author: | Zab3uk75 | | Posted: | Apr 13, 2024 18:10 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 35 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| | Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
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Royal mail ask you to wait 10 working days before submitting a claim for a lost
item, if you have proof of posting you may be able to claim from Royal mail.
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| | | | | Author: | roball1956 | | Posted: | Apr 14, 2024 08:14 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 39 times | | Topic: | Help | |
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| In Help, esp_mitch writes:
| | Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
|
Refund the buyer and make a claim for compensation with Royal Mail. Normal postage
for a large letter covers you for up to £20. URL for claims centre https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre
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| | | | | | | Author: | esp_mitch | | Posted: | Apr 14, 2024 13:31 | | Subject: | Re: Buyer not received order UK Royal Mail | | Viewed: | 33 times | | Topic: | Help | |
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| In Help, roball1956 writes:
| | In Help, esp_mitch writes:
| | Hi All
Just had a buyer contact me this morning after not receiving a £9 minifigure
order that was placed on April 5th. The postage option chosen by the buyer was
a standard 1st class large letter, Postage was paid for and label printed using
the Click and collect Royal Mail service and posted that same evening.
I have sent other parcels since then and have had those orders completed by those
buyers so I know the postbox I used has been visited by the Royal Mail.
I’ve asked the buyer to wait another week and see if anything arrives and in
the meantime I will do some research into what the next steps are.
What is the correct course of action as a seller ? Do I need to refund the buyer
even though they picked a non signed for option for post ? I have no reason to
believe the buyer is not telling the truth but also I’m going to be out £11 if
I have to refund even though I processed the order and paid the postage and sent
it ?
Don’t want to get negative feedback from the buyer if I argue the refund.
Thanks in advance for any help or advice
|
Refund the buyer and make a claim for compensation with Royal Mail. Normal postage
for a large letter covers you for up to £20. URL for claims centre https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre
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Thanks for the link that’s really cool of you 👍🏻
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United Kingdom, England
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