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

[n_koi_crewe]

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,

[61stephenuk]

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

[jckl1957]

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.