How do I make a damages claim against Royal Mail

[sunster316]

Hi there,

Just started selling on ebay and after about 100 items I've had the first one from a buyer who's small shobox sized item has been utterly mangled by Royal Mail. It's not a particularly expensive item, but the buyer has been helpful in photographing what RM has done to the parcel.

The issue I have is that I cant see anywhere on ebay where I can insitgate a claim for damages against Royal Mail. 

In terms of an order, I have asked the buyer to start a return so I can accept. 

I will cover the return cost, and when it arrives back to me I will refund the buyer the cost of the item plus the return postage.

Is this the right thing to do? And do i need to do this and receive the item before I insitgate a damages claim?

Any and all help gratefully received!

Sunster316

[tobiasd4]

There are 2 separate claims.

Buyer opens ebay case for not as described, you issue returns label through it, refund in full on return.

You have 3 business days to issue label, buyer prints it their end.

You have to wait 10 working days to claim from RM, so you can't make buyer wait.

You can either go to RM website & calim there or get form from PO.

I hope you used correct postage service for items, if you use wrong service RM won't pay out, but you still have to refund buyer.

You also MUST upgrade to business seller before ebay suspend you.

https://www.ebay.co.uk/help/policies/selling-policies/business-seller-policy?id=4710

[**peaseblossom**]

If you have the photos you may not need to get the item back.  Return postage is paid upfront when you issue a return label for them to print out and use.   Instead you can select to refund without return.   But ask buyer to hang onto the item and packaging in case RM want to see them.  

Refund via the case on ebay and not direct from your Paypal account. 

If item is cheap personally I wouldn't bother claiming.   It's a lot of faff and they often don't pay out.   But if you want to you'll get the claim form from the RM website or from your post office.

[john1297576]

Whatever are you talking about. Claim forms for making claims against Royal mail are available at the Post Office or even easier on line. Buyer should keep the packaging and damaged items for RM if they wish to investigate.

Of course you will have to refund the buyer BEFORE RM wouldconsider an compensation. BUYER must open aNot As Described Case, then you sill qualify for a refund of the selling fee.

Why ever do you think it is anything to do wth Ebay? Ebay does post or deliver,you claim against the provider of the service.

[sunster316]

Because the postage was paid for via Ebay and my PayPal receipt is Shutl - so clearly I am wrong here.

[rusticrye]

If you bought the postage on Ebay (?), you must lodge a claim with the third party broker (Packlink or Shutl, whichever one you used). That is who you paid, so that is who you have the contract with. You have no contract with Royal Mail (Royal Mail's contract is with the broker) so cannot lodge the claim direct with them. No idea how you do that, as I never buy my postage on Ebay or from any third party (I buy direct from my chosen carrier), but the information should be in the Seller Centre (link at foot of any page), along with everything else you need to know about selling here. You also have the Help pages with their integral search to refer to (links at top and foot of any page).

If you bought the postage outside of Ebay, ie. not through a broker, claim forms are available from any Post Office, or as downloads at royalmail.com, or you can lodge a claim online. 

Whichever applies, you first need to refund the buyer. Until you've done that, you've suffered no loss, and therefore have nothing to claim for.

@sunster316