topic Broken Items and Items that go missing even though all is sent RM Tracked 48 in Member To Member Support

Broken Items and Items that go missing even though all is sent RM Tracked 48

n_koi_crewe — Wed, 15 Apr 2026 13:48:57 GMT

Good afternoon everyone,

I’m hoping for some advice from the community.

Earlier this year, I took a big personal risk and used money I had set aside for my funeral to start a small eBay business. I currently run it part-time, as I undergo dialysis three times a week while waiting for a double organ transplant.

Since January, I’ve had ongoing issues with Royal Mail—my stock has been lost or damaged in transit. As a seller, I’ve always done my best to maintain a high standard, so I’ve replaced items and covered additional postage costs myself. Altogether, this has cost me a fortune so far this year, and it’s having a serious impact on both me and my business.

I don’t charge buyers for delivery, so I’m unsure where I stand when things go wrong like this. Who is responsible in these situations, and what options do I have to protect myself going forward?

Any advice or guidance would be greatly appreciated.

Warm regards,

Re: Broken Items and Items that go missing even though all is sent RM Tracked 48

61stephenuk — Wed, 15 Apr 2026 14:14:24 GMT

If Royal Mail are losing and damaging your items you should claim from them after you have refunded the buyer.

You could try tracked postage/other carrier maybe getting a discount if your quantities are enough

Re: Broken Items and Items that go missing even though all is sent RM Tracked 48

jckl1957 — Wed, 15 Apr 2026 15:50:07 GMT

To be honest, yours is quite an unusual complaint - normally, it's another carrier who gets a lot of flak for delivering damaged items.

So, first of all, have a think about how you package items. Be honest with yourself and ask if any of the fault lies with you.

I always think that, if a parcel is going to stand being thrown into a sack, have mulltiple heavy items piled on top before being chucked into a van, squashed by multiple other sacks full of parcels, and then unloaded onto a hard floor before moving at high speed along a mechanised belt, it should be so secure that I would happily throw it down the stairs before I sent it off.

Then, as advised, make sure if an item does arrive damaged, you make a claim against Royal Mail.

If buyers open a return, don't be so quick to replace or refund. A lot of the stuff you sell looks as if it could still be used if the container arrived damaged.

Offer a partial refund.

Ask for a picture of the damage.

Royal Mail put seriously damaged packages in a plastic RM bag - ask the buyer if it was in one.

Hopefully (some of) my advice is useful.

Genuinely, good luck with your business and your health.