How long to process a Royal Mail claim?

[Sara_H]

I bought some shoes from ebay that never arrived.

The tracking number provided didn't match exist according to the post office.

The seller was initially quite communicative but went a bit quiet when I started to ask for a refund.

I opened a dispute to which the seller has replied that they will put in a claim to Royal Mail - according to the ebay rules the seller doesn't have to refund me till they get their money back from Royal Mail, so how long does that take?

 

[steve52]

if the number dosent exsist then the seller cant prove postage and its fraud, i would chase though ebay or paypal as the post office are a law unto them selves. who are too big to car, (speaking from my own experiance, they shafted me twice and my brother once,even claimed i wasent in when i opened the door to get my parcel of the postman after he just left a card and drove off without ringing or knocking

 

[Sara_H]

Its a buisness seller with thousands of positive feedback.

I dont doubt the shoes have gone missing in the post, but I feel they're trying to wriggle out of theur requirement to refund me.

I paid for the shoes on 6th Sep, so its gone on for a while now.

 

[Oldspice]

Like Steve52 said. If the number does not exist then it is fraud. Inofrm Ebay with any info from RM that you have regarding the number not being on there records. With a Fraud case Ebay will move quicker and it will be in your favour.

 

[Sara_H]

I emailed them this morning, and miraculosly they've just replied.

They say they can't refund me as the money is being held in the paypal centre. This is nonsense surely?

 

[DCLane]

Put in a claim via eBay - not via the seller. eBay will process it for you, but include communication you've had with the seller.

I sell a lot on eBay and it's up to the seller to handle the claim, but should process a refund quickly.

I emailed them this morning, and miraculosly they've just replied.

They say they can't refund me as the money is being held in the paypal centre. This is nonsense surely?

That means Paypal's holding cash for the seller - put the claim in via Paypal then.

 

[accountantpete]

Firstly I was unaware of any rule that the seller needed to get a claim from RM before paying out - I'd ask ebay to confirm.

Secondly RM like the sellers to wait 4 weeks from the date of posting before making a claim - the processing then takes approx 1-2 weeks whilst they check that the parcel isn't waiting at the sorting office etc etc.

All this will take you past the time to make a claim under ebay rules so I don't see how they can have such a rule.

As for the money being held - ask paypal as they are usually very helpful.

 

[Sara_H]

Ahh. More information. Complicated story.

When I paid I accidently clicked on the wrong address for delivery. the address was one that my Mum lived at years ago, sould have deleted it from my address book.

I emailed the seller explaining this and they said no problem, we'll deliver to the adress I'd provided.

They've just emailed me saying they've delivered the shoes to the address in the origional order as they're not allowed to deliver to an alternative adress - and as far as they're concerned thats the end of it!

 

[postman]

Don't quote me on this,but the sender has to start the enquiry,and if it was not insured,he might just get a book of stamps back.If he has no proof of posting then there is not much chance i'm afraid of you seeing your shoes. Sorry.

 

[postman]

Don't bother with my explanation,just crossed threads,sorry about your shoes still.

 

[Night Train]

I suppose you could check the old address to see if you shoes arrived there. Failing that the new occupant could have returned it as 'Not known at address' if they haven't kept the shes for themselves.

As an aside...
From what I remember, Paypal will hold onto the funds you paid until the seller refunds you, and then Paypal will pay the seller.
That means the seller will have to refund money they haven't got access to until the refund has cleared.

That happened to a friend of mine with a £1000 sale. He had to find another £1000 to refund with before Paypal would release the £1000 the buyer paid to him. Seems an unfair process as Paypal could just refund the disputed money they are holding.

 

[accountantpete]

Ahh. More information. Complicated story.


They've just emailed me saying they've delivered the shoes to the address in the origional order as they're not allowed to deliver to an alternative adress - and as far as they're concerned thats the end of it!

Did you pay via paypal?

If so the address on the paypal advice that the seller receives is the important one. If your address on paypal is correct claim via paypal.

 

[Oldspice]

Ahh. More information. Complicated story.

When I paid I accidently clicked on the wrong address for delivery. the address was one that my Mum lived at years ago, sould have deleted it from my address book.

I emailed the seller explaining this and they said no problem, we'll deliver to the adress I'd provided.

They've just emailed me saying they've delivered the shoes to the address in the origional order as they're not allowed to deliver to an alternative adress - and as far as they're concerned thats the end of it!

I'm confused, you said the tracking number does not exist and you inform us that the package was sent to the wrong place due to your mistake. Even if the parcel was sent to your old place the tracking number has to exist, just seems like the fault is yours and not the sellers, so Ebay will not help as the seller is not at fault.

 

[Sara_H]

i think the funds will already ahve been released to the seller as the actual sale took place over a month ago. I'd waited two weeks for delivery because a week after ordering my Mum (to who's address they were being delivered) went away for a week, so we were just expecting there to be a card through her door to collect them from the sorting office. Then another week or so trying to sort it with seller directly before raising it as a dispute - so i imagine the money is well cleared into the sellers account by now - it seems to go hrough instantly on mine when i sell.

TBH, all communications with the seller have left me feeling that they're trying to mislead me - they've made a couple of statements about ebay rules that I know just aren't true, I think they're trying to wriggle out of their requirement.

If they'd said they weren't allowed to deliver to an adress other than that in the origional order we could have cancelled the transaction and I could have reordered using the correct address. As it is, they agreed to deliver to an alternative address. but mistakenly posted to the incorrect one. Definitely their fault and not mine.

 

[Sara_H]

I'm confused, you said the tracking number does not exist and you inform us that the package was sent to the wrong place due to your mistake. Even if the parcel was sent to your old place the tracking number has to exist, just seems like the fault is yours and not the sellers, so Ebay will not help as the seller is not at fault.

Sorry for the confusion.

I mistakenly clicked on an old address that was in my delivery addresses book on ebay. This was a house that my Mum lived at years ago.

I immediately contacted the seller, explained my mistake - they said no problem we'll deliver to the address given in my email to them.

The tracking number given doesn't exist on Royal Mails system, I've sat and watched the fella try to track it at the sorting office.

The seller is now claiming that he sent the parcel to the address in the origional order, despite assuring me he would send it to the new address as he agreed.