You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Hope stw can help me with this.
Sold a cassette off a new bike on eBay. Posted using royal mail tracked 24.
Next day, the buyer claimed it is shown as delivered but he hasn't received it.
The proof of postage picture showed something completely different from what I sent and the buyer sent me a better picture of what's been received which is something completely random destined for a different address.
I had some suspicion of foul play but pretty happy it's not the buyer and issued him a refund.
Sent in a claim with royal mail with all the pictures and details but they said the only way I would get my money back is if I have a picture of the original package which I haven't got.
Have I just lost my money or is there something else that I can do?
I suppose it's my word against theirs if I haven't got a picture. Not the end of the world to loose £100 but I feel they are being unfair. I will also need to start taking pictures of everything that I send in the future as I sell loads being a serial bike changer.
Is there anything stopping you taking a picture of a parcel and a cassette and say it's the parcel you sent? After all it's been lost and I highly doubt they're going to find it.
That's a good shout, think I would stop short of telling them it is what I sent but it should at least demonstrate there is no way a 10-51 cassette is going to fit through the letter box inside a tiny blue plastic bag as per the proof of delivery picture.
was it not weighed when you posted it? your receipt from the post office should have this?
They have the post office receipt with the weight but still insist on seeing a picture of the original parcel.
That's why I think it's unfair for them to have rejected the claim. I suppose the small plastic bag could be filled with lead?
I can't see anything in there T&Cs that allows them to do this, to be honest not much of this is making sense in terms of their approach.
Can you send them the details of the spurious parcel that arrived including the incorrect postage details etc?
Is there anything stopping you taking a picture of a parcel and a cassette and say it’s the parcel you sent? After all it’s been lost and I highly doubt they’re going to find it.
Metadata
Yes, they have the details of the incorrect parcel that was received.
I think the person I am dealing with is likely to be some admin based overseas who doesn't have any idea how things works.
They treated it as a parts loss claim and pictures of both the original interior and exterior of the parcel is required.
I think I might raise a complaint and see if I can get someone local to have a look at what actually happened.
Pop back to post office and see the person who took your money/talk to the postman who picked it up from your house or place of business, either of those people are likely to be in a position to give you the best advice.
Nowhere on their posting instructions does it mention you have to take a picture, or they will need one for you to make a claim, so just ask them for what reason are you requesting one? And can you refund me now, thanks 😊
Small claims make a court claim if you can be arsed. Not sure if you'll get the £35 fee back though.
https://www.gov.uk/make-court-claim-for-money
Pop back to post office and see the person who took your money/talk to the postman who picked it up from your house or place of business, either of those people are likely to be in a position to give you the best advice.
Don't do this - as someone who runs a post office there's absolutely nothing we can do, we can't look anything up on our system. When it's processed and in a bag its Royal Mails responsibility I'm afraid.
Posted using royal mail tracked 24 - it's a royal main service not a post office service.
Had a situation latd last year where a frame I sold went AWOL and nobody at RM wanted to help.
Went for the nuclear option and it worked:
- Tweeted RM saying "your staff have stolen my parcel, you have 24 hours to resolve"
- Simultaneously emailed CEO and director of customer service (on same email) with link to tweet, details of what's happened, and leaned hard into "your staff have stolen my parcel". Gave 1 working day dealine for response before logging with police, my MP and sharing theft story to media.
I got no reply from either director, but did get a call a matter of hours later saying the frame had been found. Recipient sent me pics showing box had been opened and retaped, so I assuming the plan was to "lose" it then divert the contents.
If you'd like the contacts I used, PM me and I'll be happy to help. Sadly it seems you need to threaten hard to get a result.
If you take a picture of another parcel, just screenshot or snip it to remove metadata. If they are playing dirty I don't think a bit of creativity to jump through their hoops is unwarranted.
Did the postie bring the postage label by any chance?
Your receipt has the tracking number - is it the same on the photo of proof of delivery? If it is, you’ve been scammed and don’t give you much hope of getting a refund as you have no counter proof of a photo of the original parcel.
@nicholas_yiu I'm a postie and have a couple of ideas. Tag me in if you answer my question above.
@Jordan, printed the label out myself and dropped it off at the local post office.
@dovebiker, the tracking number is the same as the one on the photo of the proof of delivery but is obviously something completely different.
Tweeted RM saying “your staff have stolen my parcel, you have 24 hours to resolve”
– Simultaneously emailed CEO and director of customer service (on same email) with link to tweet, details of what’s happened, and leaned hard into “your staff have stolen my parcel”. Gave 1 working day dealine for response before logging with police, my MP and sharing theft story to media.
While I'm glad you got your parcel back, I'd love to have heard what the police and your MP had to say about it.
@thenorthwind it was just used as a threat for the 24 hour deadline if not met, and not actioned as the response came sooner.
Sad that we have to use threats like this and escalate to the top (LinkedIn Pro and a few other tools great for finding direct contacts) to force action when it's clear they'd be happier just turning a blind eye to theft in the network.
Update:
I raised a complaint using the online system last week after seeing the last post just stating the claim has been rejected unfairly and asked them to review it again.
Just had a cheque through the letterbox for the cost of the cassette + postage after I got home from work today.
No email to the CEO, social media or bombers involved but a good result for me.
Glad you were sorted in the end OP. What a farce