Royal Mail Refused To Compensate For Lost Item

Online Marketplaces eBay
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I’ve been using Royal Mail for both my personal and business account. They always used to compensate for lost/delayed items for both of my personal and business accounts for the items sent via eBay. I normally upload eBay receipt and it always worked till last claim.

They refuse to compensate, below is their email.

I normally drop packages in the post box as I always trusted they will compensate should it goes tits up.

Looking at their email it seems they are refusing claim for items dropped in post box?

Dear ###

Case Number: ###

Thank you for getting in touch with Royal Mail.

I was very sorry to hear of the problem you’ve experienced with an item of mail. It is always disappointing when items have problems within our busy network so thank you for letting us know.

To enable us to consider a claim for compensation for the contents of a lost or damaged item, we need you to provide all the necessary supporting evidence. This includes the following:

Proof of posting needs to be:

  • Post Office receipt showing the service used, if applicable tracking number and the postage paid
  • On-line Postage receipt (Stamped at the Post Office)
  • A copy of the docket book
  • An email showing the item was collected from your house

• Proof of cost price - this must be a purchase invoice or receipt stating how much the item originally cost to acquire – as you’re a business seller we’ll only compensate for cost price and not sale price.

If you manufacture, we require a breakdown of the cost to produce the item, including: 1. Production Costs (Labour) 2. Material Costs 3. Packaging Costs

You can also find information on what is required to support your claim at www.royalmail.com/claims. I am sorry as you have not included the required evidence with your claim, I’m unable to compensate you on this occasion.

If you’re able to provide the outstanding information and wish for us to reconsider your claim, the quickest way is to upload this evidence is at www.royalmail.com/claims under the section ‘Providing evidence for an existing claim’.

I hope that the explanation above resolves your enquiry and answers your questions. If you require further assistance, please visit our Help and Support Centre at royalmail. com/businesshelp.

Kind Regards

Royal Mail

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I’ve almost 100% approval for claims for the items sent via post boxes. I’m also eBay seller. It is unfortunate that they didn’t approve. Did they change their policy? tbh I never read their policy, I always followed their claim process, uploaded documents and that is all.

I just searched for their policy and it seems they have changed it or it was never their policy to approve claims for the items dropped in post boxes?

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How do you prove that you actually posted the item? Purchase receipt is not sufficient.

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What happened to good old honesty?

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How much was item worth?

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Not much, less than a tenner or something. I’m not bothered but just wanted to check if we really now start to go to post office ro have a receipt for every item sold via eBay even if it worth shit? Post Office is a bit far away, takes time, waste of time for me.

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Honesty doesn’t pay bills. You need proof or else it is just luck and down to the claim handler. On a good day he will approve on a bad day you get refused.

Technically and legally you have no proof of posting for the items popped in post boxes so they can legally refuse your claim, you can do nothing even if you drag them in the court.