What happens when Royal Mail loses the item I sold? Will Royal Mail reimburse me?

[username1743]

It appears an item i sold somehow never made it to Transit, despite being well packaged & with a secure printed ebay label.

I'll go up the Post Office today and chase up the missing box, but i am anxious they won't know what happened to it.

Will Royal Mail reimburse me the cost if i have to refund the buyer?

[tressygirl · Accepted solution]

You do have to refund the buyer if they have not received their item anyway.  Do it correctly to get your seller fee back and not to get any damaging defects for your account.

So,  if your tracking or 16 digit number on your proof of posting is Not showing delivery,  then ask your buyer to open a case for item not received in the Resolution centre.  Refund within 8 days throughthose case details only.

Then,  use your proof of posting to claim compensation for yourself,  from Royal Mail,  after the item has been missing 10 days.

[rusticrye]

Tell your buyer to open an Item Not Received case. If you don't have a tracking number or delivery code proving delivery, refund the buyer through the opened case (which will auto-credit the selling fee back to your Ebay account), and then lodge a claim for loss in transit with Royal Mail using your Proof of Posting receipt. Claim forms are available from any Post Office, or you can download one from royalmail.com.  As long as you bought the correct postal service (one which covers the full value of the item), and the item is not on Royal Mail's 'exclusion' list (not everything is insurable), you should be refunded in fulI.

If you bought the postage on Ebay, you can't lodge a claim with Royal Mail. You will need to lodge the claim with Packlink, the postage broker you bought the postage from, as that is who your contract is with.  No idea how you do that as I never buy my postage on Ebay, but the information should be in the Seller Centre, along with everything else you need to know about selling here.

@username1743 

[john1297576]

Don't bother your Post office, unless to ask for a claim form. The Post Office has nothing to do with deliveries. They cannot chase up anything.

Claims can be made on line but you must have a Proof of Postage to support the claim.

Read the Money Back Guarantee to see what the buyer has to do to get a refund.