Compensation for Lost Parcel and Financial Loss

[jm_y2kwholesale]

To summarise, I sent a parcel to an international customer that, unfortunately, was never delivered. Consequently, the customer initiated a dispute, requiring me to issue a refund and cover the associated eBay fees.

Subsequently, Royal Mail confirmed that the parcel was indeed lost. However, under their policy, I was reimbursed only a portion of the item's value and postage costs, resulting in a financial loss.

Regrettably, the case had already been closed by the time I received this information from Royal Mail. I would like to inquire whether there are any steps I can take to recover the remaining loss or otherwise address this matter. Please let me know if you require further details.

[tobiasd4]

If you refunded through ebay case, you would have got ebay fees back.

If RM didn't fully refund you, that is between you and them.

[tressygirl]

For loss of item it has to be between you and the carrier used,  and any insurance cover you took out.

Was the item under insured,  did you provide receipts, proof of purchase shwing the exact cost of the item?

@jm_y2kwholesale 

[jm_y2kwholesale]

Thanks for your message. I have been unable to recover the eBay fees, as the case is now closed and no further disputes can be initiated. I also attempted to resolve the issue through eBay's automated agent, but I found it unhelpful.

The Royal Mail letter states:

"If you requested a higher amount, I'm sorry, this is the maximum I can offer in line with the conditions of the product used... If you are unhappy with this outcome, you can contact the Escalated Customer Resolution team, etc."

It seems my only remaining option is to reach out to Royal Mail’s Escalated Customer Resolution team.

[jckl1957 · Accepted solution]

I can only see one sold item on your account and that is a bottle of perfume.

As you are not allowed to send perfume internationally with Royal Mail, I am surprised you were compensated at all.

There is no way of recovering the money you refunded your buyer.

[jm_y2kwholesale]

Thanks for your message.

The Royal Mail letter states:

"If you requested a higher amount, I'm sorry, this is the maximum I can offer in line with the conditions of the product used... If you are unhappy with this outcome, you can contact the Escalated Customer Resolution team, etc."

You can find details regarding insurance and compensation in the screenshot attached. From the information provided, it seems my only remaining course of action is to contact Royal Mail’s Escalated Customer Resolution team.

The screenshot mentions "the maximum payable (compensation) being the lower of the market value or £20," which appears to set a value limit rather than applying an automatic £20 cap. Perhaps this offers a basis for requesting a higher compensation amount? If that makes sense.

[jm_y2kwholesale]

Ahhh, thank you for pointing this out—I hadn’t realised this before. I was unaware that sending perfume internationally via Royal Mail is prohibited, which explains the limited compensation/failed delivery!

That said, I’m a bit confused about your mention of only seeing one sold item on my account. I’ve sold many items...

[tobiasd4]

You have to read T&C of any service.

If you buy postage through ebay/packlink, it is even more restrictive.

[john1297576]

the maximum payable (compensation) being the lower of the market value or £20,"

I think you are misreading this.

Market value £40 or £20 therefore only £20 payable.

Market value £15 or £20 therefore £15 payable.

You do not give any figures, but cannot see that there is any basis for increased compensation, you get what you pay for.

It is up to sellers to ensure that item being posted is covered by the method of postage being used. If the cover is a maximum of £20  and item is valued above that you lose.