Cancelled postage labels are not being refunded!!

[shopping-ferret]

Seriously - we need to check whether the cancelled postage labels are being refunded/not charged. 

I am a business seller so don't have the Simple Delivery issue.  Anyway, about 3 months ago, due to some temporary mobility issues, started purchasing RM Tracked 48 Collection postage labels so the packages can be collected from my home.  I made some errors in selection with a few of the labels purchased, so were cancelled straight away and the correct label purchased. 

IT HAS COME TO MY ATTENTION, ROYAL MAIL ARE NOT REFUNDING ME FOR THE CANCELLED LABELS.  Not only this, but after phoning Ebay, who told me to contact RM as nothing to do with them (which I argued was incorrect), I find that when I go to the order number, it is showing I am being charged the total cost for TWO labels, with no refund  for the cancelled label.  I was puzzled and so on further research, find that when I check the tracking number for the cancelled label (I will refer to this as Label 1), the RM Track and Trace is slyly altering its original tracking number to the tracking number for the subsequent replacement label (referred to as label 2) which of course shows as successfully delivered - ie both tracking numbers are therefore the same for label 1 and label 2.  Then, when I check the tracking number for label 2, it is showing the correct information, which was duplicated for label 1's tracking info. 

So it seems RM are merging the two labels into the one tracking number; hence when you cancel, they reject the cancellation as tracking details on their website falsely claims both the original and replacement label as being used!!  This is simply shocking and a either a big scam or else a major flaw of the system, with Ebay washing their hands clean of it.  It is Sunday, so I am unable to contact RM by phone - which is a nightmare anyway, with often long wait times.  I tried emailing them and it comes back they do not monitor that customer service email address.  The other option is to make claims via their webform but there would be several to make which is time consuming and a total headache and they don't make it easy, plus as it is an error of the system they would probably act dumb and reject the claim or else not be intelligent enough or willing to understand the issue I have outlined above, unless there may be an option to explain all this in the claim - but then that is if they read it!! 

You all need to be checking your cancelled labels are being refunded in due course.  Ebay sent me this link to track and manage your parcels:

https://www.ebay.co.uk/ship/labels/seller-hub?query=&offset=0 

You need to scroll down the list along the far right column to find your cancelled labels for only up to the past 90 days.  Virtually all my requested cancellations say CANCELLATION REJECTED.  Select one of these cancelled labels and note the tracking number.   It will take you to an Ebay box giving you details of the delivery and the notification that delivery has been made.  But note the tracking number for label 1 has changed.  It is the same tracking no of label 2!!  When you select the tracking number in this box, it takes you to the RM website, which reiterates the same.  Again the tracking no is a duplicate of label 2. Then do the same with label 2.  As far as RM are concerned, it appears as if both label 1 and 2 have been used, each resulting in successful delivery.  Now I generally only use RM Tracked 48 Collection service.  There was one time I selected the Drop Off and it appears in that case I was not charged for the cancelled label.  It could be the error is only with the collection service/s or specifically only with the Tracked 48 Collect.  

I am going to phone RM this week but absolutely dreading it as in the past I have had to hold for over an hour!!!  

When I spoke to Ebay, I insisted a complaint was raised as this is potentially a serious matter I have at least ten rejected cancellations over the past few months.  Other sellers here have raised similar issues, but from what I have seen, I don't think they realise if they have not been refunded, they only seem to be querying how, if possible, to to cancel.

If this is happening to you, please report the issue to Ebay and tell them to lodge a complaint.  It would be good if you also phone RM.  Their website sends you round in circles and from what I see, you can only make a claim and it is time consuming; plus they do all they can to not pay out!  When they do, it is likely to be with postage stamps!

[watchfan700uk]

The best cure is to avoid having to cancel a single label. I do cancel very occasionally and admit I do not check to see if a refund is applied. It probably amounts to £30 worth of labels a year.

[shopping-ferret]

Yes that's the solution but its not addressing the problem. This should NOT be happening. It amounts to theft! If you purchase something online then return, you've a right by law to a refund.

I also think a lot of sellers aren't aware this happens.

Of course I'll be very careful now. The main reason I had a few cancellations is because my laptop was broken (have since purchased new) so had to use phone and on top of this, due to a stroke, I've become light sensitive and sometimes my vision is poor reading text and numbers - not to mention blurry and double vision! No cancellations were necessary in the past month and I've got accustomed to the postage options so can do with eyes shut! 

On principle I'll be raising this serious issue with RM and they must already know about this.  But yes. The easy way is not to bother but as much as possible to ensure no cancellations are made.

But that's not me to give up for an easy life and let the goliaths win. Small victories!

[headshopuk]

The most annoying thing about cancelling is you don't have the option from the drop down menu to choose "ordered by mistake."   Mostly this happens when I select the wrong weight for the package and it goes over by a measly few grams but goes up a price bracket.  

It should cancel and refund immediately.  It is a scam IMO as you get no message to say it has been refunded. 

[shopping-ferret]

Yes I agree and has sometimes been my reason for cancellation. It was much better when Packlink was the Ebay shipping partner as at least we were easily able to contact them through Ebay and at a press on our screen a refund request would go straight to them for processing, which generally was handled promptly in my experience.  RM in some respects is the pits and designed to make us just give up. Many times they've lost packages and it was too much hassle to go through the claim process. 

[padanpcparts]

Exactly this, RM systems are designed to delay and bamboozle you so they don't have to pay. I'm not surprised at all they don't refund you correctly. In fact, I would of been more surprised if they had refunded you! 

[shopping-ferret]

100% and IF they refund/compensate, where possible, do with postage stamps to that value.  In the past when I did make claims for loss, it used to be kind of OK but then I think around or just after Covid, it all changed and they simply did not want to pay out.  At one time they used to compensate for the price the item sold at plus postage cost, but then changed it for business sellers so only compensate with proof of the actual purchase price prior to sale.  OK, that is fair enough TBH, however, if your stock is a few years old, which can be in some categories... it can be a pain to search for old receipts and more likely, you just can't be bothered.  I used to have friends and family just give me stuff to sell, so no receipt available. 

I will phone RM this week to complain about this utter scam.  I am sure this is is even an offence.