Thread: advice about a missing parcel please!

Right, first off I want to say this is no way a reflection on the seller, because my parcel was dispatched the same day as I ordered it, and you cant ask for more than that, but it was a high value package (about £40 which is a lot of money to me, and more than I could afford to replace) posted by special delivery over a week ago, Ive had the tracking number so I know its been posted and theres no foul play, but at the same time, Ive now missed the deadline the package was needed for, and this has not only let me down, but the customer who wanted this for a photoshoot on the 1st of July, obviously theres no way I can get this to her now, and its left me in a very awkward position- The seller has fulfilled her part of the deal by posting the goods promptly, and having dealt with her in the past without complaint (and hoping to continue to do so) I dont want to sour the relationship, but I cant afford to absorb the cost of this, Do you think its reasonable to politely ask her to replace the lost item before the royal mail will accept a lost parcel claim? At this point I could at least give the customer a chance to get her photoshoot done within the time frame, as there was a little flexibility on this, or is it just rude to expect the seller to foot the bill when she hasnt done anything wrong?
I have checked the terms and conditions of the site and it doesnt seem to say anything about "not taking responsibility for lost items" etc, so thats one thing off my list, Im just very reluctant to put her in an unfair position!
Would really appreciate your feedback on this!

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I think if it's a seller you have a previous satisfactory relationship with, it is probably worth diplomatically explaining the situation and seeing what they offer. You have paid extra for a supposedly more secure service so both you and the seller would, it seems to me, be entitled to stamp your feet a bit in the direction of the Royal Mail. Most sellers will do a lot to keep a good customer satisfied so it's worth a try!

I would explain the situation to the seller. She must have the paperwork to prove she posted it and no one will have signed for it so she should be able to get her money back to cover the item and postage. I could be wrong but i think it is easier for the sender to claim than the receiver, in which case she may possibly be able to send out a new one. It can't hurt to contact her.

The Royal Mail is more trouble than it's worth sometimes!
I'd definitely have a word with the seller, it can't hurt! xx

Thankyou so much for your feedback- Im glad to hear no-one thinks Im being a twat about this! I will spend a little while this evening drafting up a very polite and lovely email for her
To be honest, I think the royal mail get quite a bad rep- My postie is the loveliest man in the world and has gone out of his way once or twice to make sure I get my parcels, even if Im not about to sign for them! I think its Dara O'Brien who says "Who else are you going to find to accept 40p to drive your letter up to Scotland from Essex!" Theyre alright, everyone makes mistakes!

I think I am a bit harsh with them sometimes, but I've had my postie pull that trick one too many times of not being bothered to carry a parcel round, and just putting a "sorry we missed you!" note through the door, without knocking or anything. I've seen them do it loads of times and it really irritates me.

They also leave my parcels out in the rain or sometimes in the garden recycling bin, which is a great laugh if you want your books shredded.

xx

Oh dear!! That the kind of thing we usually get with couriers- its a complicated building and its easier to just say you couldnt be found!
The recycling bin?? Thats crazy...With that sort of attitude Im not surprised youre struggling for an positive comment! its a real shame, we must be very lucky over here- Last monday Our sweet postie was in asking my advice for his hair-do! He also goes from my work to my mams house saying "youre daughters so nice, how proud you must be!" hes more like your neighbourhood socialite than anything else... We wouldnt change him for the world, In fact, Id petition for him to have a payrise!
(Oh! and he also saves me unfranked stamps to save money!)

If it was sent recorded or special delivery you can claim easily be filling out a form on Royal Mail's website, you have to wait 15 working days, 10 for special deliveries. Your seller will have to fill the form out, yes i'm familar with the process been through it twice, but i must say they are very good with lost items and payouts.

Then your seller will either get a refund, after proving evidence or they will track it down, i had one a bridal corset i sent go missing so put in a claim and surprisely enough they found it and she got a sunday delivery !

So don't worry, your seller can claim for you, and neither of you will be out of pocket so don't worry about upsetting them or your relationship, it happens sometimes, and gets sorted in the end.

Hopefully she will refund you while the claim is going through but up to her discretion,

Lx

theres no harm in asking! i make and sell items on ebay, and always resend or refund when items get lost in the post, as i know i can easily claim from royal mail. (well, i say easily... royal mail do not like ebay sellers, and for those of us who make items ourselves, they will only refund on materials used, and not the final cost of the item, taking into consideration any time/work put in.... so i've taken to lying to them, and say i outsourced items, which solves that problem!!) i'm used to royal mail's unreliability now, so instead of kicking up a fuss, just go through what needs to be done!
good luck! i hope you get it sorted out!

My hubby is a former Parcel Depot Manager, now running his own delivery business, I did ask him to sit here and type out the legal details for you. I am afraid internet forums and my O/H do not mix well, but he has jotted down everything you need to know.
The onus for any failed delivery lies with the sender. If they cannot produce a signed proof of delivery, they must send you a replacement or a full refund including carriage costs. Irrespective of how friendly the two of you are.
The sender has to chase the carrier for their loss. Both the carrier and the sender should have, although it is not a legal obligation, an insurance known as: "Goods in Transit." This protects them from the cost of claims, but you don't need to know that.
Remember, no proof of delivery, full refund or replacement.
One thing that they are not liable for is, subsequent loss, meaning if an event can't happen because of a failed delivery, and you are sued because of it. You won't get a penny back from either sender or carrier.
So all you have to do, is ask the sender for a proof of delivery, if that cannot be produced all the legal rights are yours.
Sorry for the jargon, it's gobbledegook to me too, but I hope it's of help.