Royal Mail surcharges for underpaid postage... ???

[dezresme-curiosities]

I have just experienced this issue as a buyer. It is the first time it has happened to me. Not only am I being charged the additional buyer protection fee as per eBay's new policies, having paid postage in full for this item at checkout, I am now receiving a request for a surcharge fee from Royal Mail. The reason given is that 'The sender did not pay the full postage', but when I followed up with the seller, they showed me proof that correct amount had been paid for the label to their knowledge and more bafflingly, Royal Mail had accepted the parcel into the system at this amount initially. Having been on the phone to both Royal Mail and eBay, eBay was unable to sort it and suggested I speak to Royal Mail, who told me eBay should not have suggested this and proceeded to tell me they couldn't do anything about it either and to try to sort it out with the seller. The seller is not at fault in this whatsoever, but to be honest I feel a bit let down by them as although they have expressed their dismay and suggested I contact Royal Mail, when I asked if they could also try chase it up with Royal Mail (given that the delivery proof is with them), I was ignored. As a seller myself, I see all sales transactions as my responsibility until items are safely received by my buyers and in this instance I would be going out of my way to try to follow up any issues and if necessary reimburse my buyer. But maybe I just have high standards of customer care. I feel a bit unsupported with this though, especially as the seller has not expressed any real apology for the additional time and expense this is asking of me. I don't like negative energy and would prefer to quietly resolve this myself, since it seems clear that the seller, while baffled, doesn't really want to help the matter.

Fortunately it was not a hugely expensive purchase and the surcharge is reasonably minimal. But it's the principle of the matter and the anxiety of discovering that this seems to be happening to a few people at the moment. I hope it doesn't affect my future buyers or future purchases here on Ebay as with the buyer protection fee things are getting more costly as it is and it doesn't seem fair that yet more costs should be piled on.

[dezresme-curiosities]

Reflectively, "Apology" was the wrong word to use, as effectively none is owed, like I said, I know the seller is not at fault, and up until this turn of events communication with them had been great. I just feel disappointed that they have gone quiet and haven't been more supportive in working with me to figure out how to proceed. I don't even mind paying the fee, as long as it's clear everyone is doing their best to sort things. Other sellers I know are very conscientious about postage updates and keeping abreast of any delays etc. Bit confused about whose responsibility this actually is, when eBay and Royal Mail both say they cannot intervene, and genuinely neither me nor the seller are at fault!

[sml192]

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@dezresme-curiosities wrote:

Bit confused about whose responsibility this actually is, when eBay and Royal Mail both say they cannot intervene, and genuinely neither me nor the seller are at fault!

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It is frustrating when this happens but thankfully doesn't usually happen that often and in my experience most sellers are usually cooperative. 

It is the seller's responsibility to reimburse you and take it up with Royal Mail if necessary as the contract with Royal Mail lies with the sender not the recipient. 

There is nothing that eBay can do directly to sort it but you are covered by eBay's Money Back Guarantee in this situation if you choose to refuse the delivery because of the extra charge:

The buyer refused delivery of the item

Covered: The item arrived with postage cost still owing because the seller didn't apply enough postage Not covered: The buyer refused delivery for any other reason

[jckl1957]

In my experience, as a long term Ebay user and, previously, an assistant in a Post Office, it is always the seller's fault.

For example, sometimes when printing labels through Ebay, the weight defaults to 1g,  The Post Office can't accept it but sometimes a package can slip through at busy times.

Sellers are optimistic about what can go as a Large Letter.  Weights up to 750g are allowed, but the thickness of the package is crucial.  If the package has to be forced through the slot at the Post Office (and some senders try to insist this is done) but then gets stuck as it is blasted through in the sorting office, that would be an 'insufficient postage' scenario.

The dimensions for a small parcel are really quite 'small' - senders do get caught out by the 16cm height restriction.

I think it is very likely that, if you pay Royal Mail and get your item, you will see that it was an error by the sender, rather than an issue which RM or Ebay should try to resolve.