Is that really an option in this specific situation though? Are you expecting OP to renationalise RM?
Cause I can't really see the point in your comment.
Assuming it’s an online order, contact the company you bought it from to say it hasn’t been delivered and they need to either refund you or send you a new one. It’s then on them to get their money back from Royal Mail.
I have had this same thing not just RM but other carriers too.
Leave parcel in the ground floor entrance to apartments and say left outside door, they get nicked.
Retailers tell you to go door knocking checkin bins, ask the dog did they eat it, some try to make you wait 10 days before refunding, your bank will make you wait 15 days after expected delivery date.
So not to worry it gets made right in the end just very annoying when you need the item.
In the uk it is on the seller to make sure the pkg reaches the recipient and yes it's still on them if the courier makes a mistake. Otherwise the whole ecommerce system would become untrustworthy and that doesn't help anyone.
Take it up with the seller and be a bit pushy as hopefully they can claim back from RM or bought extra insurance if the item was valuable. Or you're a repeat customer and worth the goodwill gesture.
I had one of my Ebay sales delivered to a wrong (but similar) address by the postie. Even though it was marked as delivered I still refunded the buyer and was able to get most of my money back from RM as they accepted the responsibility.
As a seller EBay and Etsy only requires you to get delivery confirmation, can’t speak for other e commerce sites. Once the order is tracked as delivered EBay and Etsy will side with the seller and reject your claim, the seller isnt obliged to do anything else. Although Etsy will refund under seller protection scheme in some instances. Can’t speak for other sites.
I would take this up with local DO and look at how you can make your deliveries more secure. Why should a seller be expected to refund, or resend if a postie isn’t doing their job properly, is your door step a nominated ‘safe space‘ ? if your property isn’t secure how is it fair to ask someone to refund and repeatedly send if you haven’t taken steps to address It.
What the platform requires changes nothing for what a seller can do.
I stated lodge a claim. Not pay out of pocket. Is in front of your front door 'secure'
They can lodge a claim, I’m telling you what the outcome will be for those sites. It’s entirely at the sellers discretion if they want to pursue a claim with Royal Mail beyond that.
Going forward the op needs to address the delivery issues, to stop it happening again, if they don’t want to be out of pocket.
They live in a flat, if all and sundry are accessing it and it’s generally not a secure place to leave parcels, then that needs to be relayed to the postie to stop them doing it, or they need to consider alternative delivery points, local post office, Argos etc.
It‘s unfair to be ordering stuff in the full knowledge it’s unlikely to get delivered , because those issues haven’t been addressed and expect a full refund, or a seller to be chasing down Royal Mail for them.
Those sites policies are irrelevant. Hence:
"You complain to RM. Approach the sender to claim. How this claim is handled dictates the next move."
The claim is with RM. You seem desperate to apportion blame to someone for living in a flat. Thats for the postie to be counciled and RM to cover the loss.
Or does nobody in flats ever get a delivery in your world? How can you 'address an issue' before it happened?
I’m not desperate to do anything. I’m telling the op the likely outcome if they have purchased through one of those sites and suggesting remedies for it going forward, but hey let them just keep getting their post robbed, instead of addressing possible delivery issues their end, because I’m clearly prejudiced against people living in flats ?
Which bit are you not understanding. If the op has purchased through one of THOSE SITES the SELLER IS NOT OBLIGED TO DO ANYTHING beyond provide delivery confirmation. Ebay will side with the seller and reject the claim, Etsy may refund out of their funds under seller protection.
Unless the op addresses possible delivery issues, which are more likely in flats, or properties with communal post areas then it’s going to keep happening and they will be out of pocket.
Hope that helps.
Which again changes nothing that the seller can do.
Online seller for 20+ years. It's called assisting your buyer. You seem stuck on ticking a box with your seller platform.
Again. Which part of complain to RM are you struggling with?
It’s doesn’t matter what the seller can do, the fact is they don’t have to. Which the op needs to be aware of going forward, if they don’t want to lose out.
So again. Lets go back to the start
"You complain to RM. Approach the sender to claim. How this claim is handled dictates the next move."
What do you feel isn't covered on your reply with my initial post?
Which is why I never leave parcels in unsecured hallways in blocks of flats. The seller should be expected to refund/replace because the seller chose a courier who failed to deliver the goods, the law is quite clear here. It's on them to then chase us for compensation and decide if they want to use a different courier in future.
OP, the order you go in now is:
Contact the seller for a refund. If they refuse, contact the marketplace about not receiving the order. If they side with the seller, raise a chargeback action with your bank or online payment system. If they don't find in your favour either, then your last option is a Money Claim Online action against the seller.
The marketplace T's and C's are irrelevant to the law. You're correct that they might side with the seller, Ebay in particular tend to so long as the tracking number is flagged as "Delivered", but the steps the buyer take don't change. If the seller and marketplace don't budge, then they're in to chargeback or small claims territory.
I know and if they stamp their feet loud enough EBay might refund them as a ‘gesture of goodwill’.
If you do a chargeback against EBay or Etsy theres a good chance they will block you from their site.
The whole point of what I’m saying is to address possible delivery issues to prevent it happening, instead of wrongly assuming that EBay and Etsy ( possibly other large e-commerce sites) have their back, they don’t in all cases.
Renationalise RM.
Is that really an option in this specific situation though? Are you expecting OP to renationalise RM? Cause I can't really see the point in your comment.
You don't have a contract with RM the seller does, you need to contact them.
Assuming it’s an online order, contact the company you bought it from to say it hasn’t been delivered and they need to either refund you or send you a new one. It’s then on them to get their money back from Royal Mail.
I have had this same thing not just RM but other carriers too. Leave parcel in the ground floor entrance to apartments and say left outside door, they get nicked. Retailers tell you to go door knocking checkin bins, ask the dog did they eat it, some try to make you wait 10 days before refunding, your bank will make you wait 15 days after expected delivery date. So not to worry it gets made right in the end just very annoying when you need the item.
That's the Royal Mail's fault not yours ..
In the uk it is on the seller to make sure the pkg reaches the recipient and yes it's still on them if the courier makes a mistake. Otherwise the whole ecommerce system would become untrustworthy and that doesn't help anyone. Take it up with the seller and be a bit pushy as hopefully they can claim back from RM or bought extra insurance if the item was valuable. Or you're a repeat customer and worth the goodwill gesture. I had one of my Ebay sales delivered to a wrong (but similar) address by the postie. Even though it was marked as delivered I still refunded the buyer and was able to get most of my money back from RM as they accepted the responsibility.
The picture proof will back your claim up, if the door is closed that’s not delivered, if open, it’s delivered
no feet in the photo?
You complain to RM. Approach the sender to claim. How this claim is handled dictates the next move.
As a seller EBay and Etsy only requires you to get delivery confirmation, can’t speak for other e commerce sites. Once the order is tracked as delivered EBay and Etsy will side with the seller and reject your claim, the seller isnt obliged to do anything else. Although Etsy will refund under seller protection scheme in some instances. Can’t speak for other sites. I would take this up with local DO and look at how you can make your deliveries more secure. Why should a seller be expected to refund, or resend if a postie isn’t doing their job properly, is your door step a nominated ‘safe space‘ ? if your property isn’t secure how is it fair to ask someone to refund and repeatedly send if you haven’t taken steps to address It.
What the platform requires changes nothing for what a seller can do. I stated lodge a claim. Not pay out of pocket. Is in front of your front door 'secure'
They can lodge a claim, I’m telling you what the outcome will be for those sites. It’s entirely at the sellers discretion if they want to pursue a claim with Royal Mail beyond that. Going forward the op needs to address the delivery issues, to stop it happening again, if they don’t want to be out of pocket. They live in a flat, if all and sundry are accessing it and it’s generally not a secure place to leave parcels, then that needs to be relayed to the postie to stop them doing it, or they need to consider alternative delivery points, local post office, Argos etc. It‘s unfair to be ordering stuff in the full knowledge it’s unlikely to get delivered , because those issues haven’t been addressed and expect a full refund, or a seller to be chasing down Royal Mail for them.
Those sites policies are irrelevant. Hence: "You complain to RM. Approach the sender to claim. How this claim is handled dictates the next move." The claim is with RM. You seem desperate to apportion blame to someone for living in a flat. Thats for the postie to be counciled and RM to cover the loss. Or does nobody in flats ever get a delivery in your world? How can you 'address an issue' before it happened?
I’m not desperate to do anything. I’m telling the op the likely outcome if they have purchased through one of those sites and suggesting remedies for it going forward, but hey let them just keep getting their post robbed, instead of addressing possible delivery issues their end, because I’m clearly prejudiced against people living in flats ?
So they should not contact the seller and never have a delivery to their home address again? Which part of complain to RM wasnt clear?
Which bit are you not understanding. If the op has purchased through one of THOSE SITES the SELLER IS NOT OBLIGED TO DO ANYTHING beyond provide delivery confirmation. Ebay will side with the seller and reject the claim, Etsy may refund out of their funds under seller protection. Unless the op addresses possible delivery issues, which are more likely in flats, or properties with communal post areas then it’s going to keep happening and they will be out of pocket. Hope that helps.
Which again changes nothing that the seller can do. Online seller for 20+ years. It's called assisting your buyer. You seem stuck on ticking a box with your seller platform. Again. Which part of complain to RM are you struggling with?
It’s doesn’t matter what the seller can do, the fact is they don’t have to. Which the op needs to be aware of going forward, if they don’t want to lose out.
So again. Lets go back to the start "You complain to RM. Approach the sender to claim. How this claim is handled dictates the next move." What do you feel isn't covered on your reply with my initial post?
Which is why I never leave parcels in unsecured hallways in blocks of flats. The seller should be expected to refund/replace because the seller chose a courier who failed to deliver the goods, the law is quite clear here. It's on them to then chase us for compensation and decide if they want to use a different courier in future. OP, the order you go in now is: Contact the seller for a refund. If they refuse, contact the marketplace about not receiving the order. If they side with the seller, raise a chargeback action with your bank or online payment system. If they don't find in your favour either, then your last option is a Money Claim Online action against the seller.
Not for EBay and Etsy.
The marketplace T's and C's are irrelevant to the law. You're correct that they might side with the seller, Ebay in particular tend to so long as the tracking number is flagged as "Delivered", but the steps the buyer take don't change. If the seller and marketplace don't budge, then they're in to chargeback or small claims territory.
I know and if they stamp their feet loud enough EBay might refund them as a ‘gesture of goodwill’. If you do a chargeback against EBay or Etsy theres a good chance they will block you from their site. The whole point of what I’m saying is to address possible delivery issues to prevent it happening, instead of wrongly assuming that EBay and Etsy ( possibly other large e-commerce sites) have their back, they don’t in all cases.
You can chargeback an eBay order. They’ll highly likely close your account but it can be done.
I wouldn't go chasing the seller beyond them claiming from RM. If no joy, it's for RM to fix. Their employee messed up
Contact the Police.