Royal Mail lost a £1600 item, now what?

[jordan_467]

My buyer says they received an empty box when i sent them a RTX 4090, they provided me with pics including the label so i know its legit, i have tracking number and receipt from the post office. I suppose he could have just taken it out and photographed an empty box but he has a lot of positive reviews and no negative so i don't think so. What do i do now? The method used was "Royal Mail Special Delivery Guaranteed 1pm"

[jordan_467]

Ok. I even have to pay for the return label just to rub salt in the wound lol, zero seller protection on ebay. Heck why doesn't everyone just take an item, empty the box, photograph an empty box and get a refund, we should all be doing that if its that easy  

[pauuk.35za36]

I would call up ebay directly and discuss this with the Irish call centre given the value and circumstances. They will be able to see the full history of the buyers account and any connected accounts. I am not saying that you will get definitely get any help but there is a possibility that they may assist you and escalate the case.

[jordan_467]

Yes i have read it all. Some say don't refund let ebay get involved, some say accept the return

[*vyolla*]

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@jordan_467 wrote:

Ok. I even have to pay for the return label just to rub salt in the wound lol, zero seller protection on ebay. Heck why doesn't everyone just take an item, empty the box, photograph an empty box and get a refund, we should all be doing that if its that easy  

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Was it you who posted this earlier:

My employee that i sent to post this 4090 was an idiot, he did not cover it up with anything, he just put the label on the plain box and sent it despite my instructions

[jordan_467]

Can you find me where this is against the rules of royal mail or ebay?

[jordan_467]

I did what you said, once i get the box back what is the next step?

[*vyolla*]

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@jordan_467 wrote:

Can you find me where this is against the rules of royal mail or ebay?

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If you want to slap a postage label on the box of an unpackaged top dollar item, so anyone who handles it can see that it's a top dollar item it's absolutely not against any rules. 

[sml192]

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@jordan_467 wrote:

Can you find me where this is against the rules of royal mail or ebay?

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There may be nothing stopping you actually sending an item in that way but, unfortunately, it will probably impact your ability to claim compensation. 

Items that are not packaged securely is on Royal Mail's list of exclusions from compensation:

Exclusions:

A summary of exclusions where compensation will not be payable for damage or part loss is set out below.

Compensation for damage or part loss will not be payable:

8. where the item is not in a suitable and reasonably strong cover or envelope appropriate to its contents that (with the exception of Articles for the Blind) is sealed or fastened securely;

https://www.royalmail.com/retail-compensation-policy-damage

https://www.royalmail.com/retail-compensation-policy-loss

[jordan_467]

Well the box itself was sturdy, it had like 3 layers of cardboard before you could get to the product. Guess i will have to argue that with Royal Mail

[pauuk.35za36]

That's more to do with if the item has been damaged rather than stolen. 

[4_bathrooms · Accepted solution]

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@jordan_467 wrote:

I did what you said, once i get the box back what is the next step?

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You need to do the following in this exact order:

1. File a report with Action Fraud. They're unlikely to actually do anything - they're just a reporting service - but they will give you a reference number and a report.
2. In the case there will be a link that states "Report a problem". You need to click that link then select the most appropriate reason for reporting the buyer - I believe it will be "Returned an empty box". If you're in any doubt you need to come back here and list the options you have to choose from.
3. In the report you are making to eBay you need to make it clear you have received an empty box back and include the Action Fraud reference number obtained in #1. If you have a report from Action Fraud attach it to the eBay report.

[jordan_467]

i have my report, now i just need to wait for the box to return and......i do grant the refund when i have the box right?

[sml192]

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@pauuk.35za36 wrote:

That's more to do with if the item has been damaged rather than stolen. 

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It may read that way but that exclusion is present in both Royal Mail's 'Compensation for loss' and 'Compensation for damage' policies so applies to loss as well as damage. 

[sml192]

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@jordan_467 wrote:

i have my report, now i just need to wait for the box to return and......i do grant the refund when i have the box right?

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No, don't refund.  When you use the 'Report a problem' link it will close down the existing return request/case and open a separate case against the buyer.  You then need to wait for eBay to make a decision based on the evidence you have provided before making any refund.

[4_bathrooms]

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@jordan_467 wrote:

i have my report, now i just need to wait for the box to return and......i do grant the refund when i have the box right?

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If you volunteer a refund that will be the end of eBay's involvement.

As per the instructions you were supposed to wait until you received whatever the buyer sent back before filing a report with Action Fraud; this is why I didn't give further instructions earlier. Nowhere in the instructions I gave did I mention refunding the buyer; clicking the "Report a problem" link closes the original return case and opens a new case against the buyer which is decided by eBay. However, you're not supposed to do any of these things until you receive whatever the buyer sends back.

Is your employee a family member by any chance?

[jordan_467]

I receive the box tomorrow according to royal mail, yes he is my brother, works for my small company. Ok so don't issue the refund ok i got it

[jordan_467]

As of now these are my 3 options,  once i get the box back tomorrow i will click "mark as received" yes? 

[sml192]

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@jordan_467 wrote:

As of now these are my 3 options,  once i get the box back tomorrow i will click "mark as received" yes? 

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It should update automatically once the tracking shows as delivered. 

[dancewithadingo]

Jordan 

It is against the laws of common sense and normal selling practice to send an item out that is not packaged properly ie adequately and disguising the contents.  This has to be one of the biggest own goals that I have ever seen.

[*vyolla*]

Also against the laws of common sense to file a Police report saying that you received an empty box back on a date that predates you getting an empty box back. 

If that report gets looked at carefully, and it will for a £1,600 item, and eBay spot that the date that you claimed to receive an empty box back from your buyer is before the date that tracking shows it was returned to you, you may have a problem.