Just wondering it any sellers have any advice on how to interact with Royal Mail over claims now that managed payments is a thing.
I sold an item on eBay for £20 + £3.39 postage, sent it out the next day via Tracked 48.
The tracking never updated beyond it getting dropped off and scanned in at the PO. After 3 weeks of waiting the buyer, understandably, wanted a refund and I promptly gave one. I then had to wait a few weeks before I was able to open a claim with Royal Mail but did so thinking "this will be straightforward…"
Ah, hubris my old friend.
Royal Mail has rejected/closed my claim twice. They say I've provided "insufficient evidence" because, specifically, I haven't shown a screenshot or photo of my bank statement or my PayPal account with the buyer's money in it…
I've shown that I paid for postage via eBay and the receipt (with tracking) after drop off. I've shown the final sales page showing the buyer DID pay £23.39 for the item & postage and that I refunded the buyer the full amount thereafter, and a screenshot showing the transaction was received and 'available' to me at the time.
What I can't show is the money outside of eBay's Managed Payment system since it payouts to bank accounts happens ever 3 months (unless requested sooner, but I hadn't since a) it was £20, b) I had other listings active, and c) the item sold, got lost, and refunded in the space of ~3 weeks).
Sadly, there doesn't seem to be a way to talk to a human at Royal Mail to explain the nuance in this, nor get clarification on how eBay's new payment system affects the claims process. Their own help page is circular: contact us > is it about an existing claim? > yes > click this link to contact us > is it about an existing claim? > yes > click this link to contact us… ∞
Losing £20 isn't the end of the world, and I know Royal Mail have a habit of rejecting claims in hopes people back down.
I'm curious if anyone else has hit this issue and if/how they were able to get RM to understand.
To be clear, the postage wasn't through Simple Delivery.
