Is anyone else experiencing this issue? We receive emails from other domains OK. We use cookies to improve your experience of our website. My Special Delivery item was delivered late and/or without a signature, how do I claim a refund? The only thing to do is try and get Ebay to look at it again. We recommend that you complete our online help request form before you start a missing mail search. I sent the item through Royal Mail Special Delivery service (TRACKED). If it doesn’t arrive, read our advice on what to do. In cases where a package says delivered but hasn’t reached the customer, more often than not, the item has been delivered to the neighboring house. If you think your post was stolen, report this to the Royal Mail. Similar happened to my sister, RM insisted they'd delivered a parcel to my mum (bought by my sister), wasn't there, wouldn't have fitted in the letterbox, RM said they'd look into, look at the GPS of the posties device or something. If your post hasn’t arrived you might be able to claim compensation from Royal Mail. Royal Mail are a but slapdash with these items. regards. Yes they do, usually Royal Mail 48. They might have Proof of Postage but that isn't proof of delivery. Your item has been delivered but not enough time has passed for us to update our systems in order to display the ePOD. Find out how to complain about your doctor or health visitor. If you sent the post or you know who sent it, check the address was right, when it was sent and what type of postage was used. Asked by Mr J Harper | 7/6/2018 11:31:58 AM. If it’s not arrived by 10 working days (5 days for Special Delivery) after it’s due you can claim compensation for loss of post. Put yourself in the buyers shoes. Similarly, they've had mail for me delivered to their houses, too. RoyalMail say item has been delivered but i've not received item. If you have a community mail box or an apartment mail box please check for your item there – and check the box for a key to the parcel compartment/locker. After two days the customer has emailed me and informed me the item has still not arrived. If it is a parcel, or something that won’t fit through a letter box they could have left it with anyone and not left the buyer a red card. Your mail might get delivered to the wrong address, or it might need to be sorted by hand instead of by our automated sorting machines.. Either that or they simply just can't be bothered! I had given up, but decided to try again today, Oct 20. If it was sent normal 1st class small parcels then that isn't tracked so the seller can't have proof it was delivered. What you’ll need to make a claim Full details of the sender and recipient The Royal Mail service used (e.g. Royal mail say they have delivered it but have not, so I know it happens. I'll see what happens over the next week or so with royal mail. ©2020 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, London, SW1Y 4AJ. Is there anything wrong with this page? How do I submit a claim for loss, damage or delay to my item? It’s always a good idea to check no matter what. You should still have contacted the seller and told them what happened as only they can instigate claim proceedings through RM. Royal Mail Tracked 24 and 48 – This service gives you a choice of 24 or 48 hours delivery, optional signature on delivery, SMS or email notification, compensation cover and free redeliveries if the item can’t be delivered at the first time of asking. According to Royal Mail website it shows delivered and signed for by someone with the same surname as customer on 16/06/2015. I ordered an item from ebay, it didnt arrive before i went away so presumed i'd have to collect it from sorting office when i got back. Tracking says delivered 12.10pm, but automated voice says 12.10am. We are not receiving emails in our inbox from a particular domain. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. If you’ve ordered something online, over the phone or in a shop, the seller is responsible for getting it delivered to you. Advice for people affected by child abuse. What should I do? Talk to your neighbors. I'm afraid there's misunderstanding in this thread about tracking services offered by Royal Mail and current ebay policy regarding undelivered items. My item hasn’t arrived yet, what should I do? I live in a "Close" and have had mail delivered for "Road", "Way" and "Drive"! My confirmation number, for that payment on the 26th May, is 3-1008623033674. You will need to have photographic identification with you and proof of address. Your ePOD should be available within 72 hours from day of delivery. Very frustrating! Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD, If your post sent with Royal Mail hasn’t arrived. I had tried again, on Oct 7, to send e-mail from Outlook.com using IE11, Edge, and Firefox. Apparently royal mail use a tracking system for small parcels which doesn't require a signature. Of course I do not believe him! DIGITAL SPY, PART OF THE HEARST UK ENTERTAINMENT NETWORK. Still insisted it'd be delivered. The emails are not visible in either Outlook on users desktops or online. Track status shows as Delivered. For additional information, please visit Informed Delivery FAQs. Royal Mail are a but slapdash with these items. He just couldn't see if he had left it when it was it would have saved so much paperwork and blame. It might be best to speak to someone senior and authoritative at Royal Mail. Registered in England. Either way, it wasn't delivered to me. Not all addresses get deliveries directly to their doors. You can do this whether you’ve sent the post or were supposed to receive it. It doesn't mean that it. 2) Somebody stole the package from the mailbox or doorstep. I have done nothing in the interim. The parcel was definitely not delivered to mine as I was out and they normally leave a card. I have been in contact with the seller and they have been in contact with royal mail and they have told them the same that the item has been delivered. Note though that RM do not class anything as lost until 15 working days have gone by. When you got the notification email off RM you should have looked at the signature on Track and Trace: It wasn't signed for. All rights reserved. It is very likely it has not been received. If the Track status of your letter or parcel shows as Delivered, but the item has not been received, click here. Hi all I'm sure this has happened to others i just want to know which party is responsible. I'm really disappointed in royal mail. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Then I may consider the PayPal route as I cannot afford to refund my friend on a £30 boxset. You can phone or email them - choose ‘complaints and claims’ to get started. I ordered an item and got an email from Royal Mail yesterday saying that my item has been delivered to me or my neighbour. Let us know, Copyright ©2021 Citizens Advice. Thank you, your feedback has been submitted. Please tell us more about why our advice didn't help. Not recorded delivery which requires a signature. Following the instructions on the card, left with my work's postroom, I used the Royal Mail website to pay the customs charge. If the parcel or letter was sent with a service that includes tracking, use the Track tool to see its status. If your mail is incorrectly or incompletely addressed, this can cause delays. Ebay then closed the case. When it’s due depends on how it was posted. Hi there - this is the second complaint I’ve received in a week where a customer has not yet received the order despite USPS tracking indicating that it has been delivered. an item shall be deemed as lost if Royal Mail has not delivered it at the place to which it is addressed by the end of the tenth working day (or the fifth working day for Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account) after its due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost. Same results -- they went to Sent Folder but the e-mails were not actually sent. He gave me a Royal Mail tracking number that says the item was delivered to my address on the 29th of September. Mail item has not arrived by the expected date. I have since made a claim with eBay as I didn't receive the item. tracked apparently but not to be signed for, I am asking now for a refund. It was sent just normal 1st class small parcels. About 3/4 months later my mum got a delivery - it was the parcel they'd insisted was already delivered... https://www.royalmail.com/track-your-item#/, https://personal.help.royalmail.com/app/answers/detail/a_id/5232, https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210, https://www.royalmail.com/business/services/sending/parcels-uk/1st-class-parcels, https://community.ebay.co.uk/t5/Discussion-Boards/ct-p/13. 3) The item was delivered elsewhere by mistake, like the neighbors for example. Please use a desktop computer to submit your form. All Rights Reserved. If your post arrives 3 or more working days after it’s due (or 24 hours for Special Delivery) you can claim compensation for the delay. It may have been stolen as someone previously said but have you checked with your neighbours, we had a parcel delivered I had only popped out for ten minutes, when we realised it had been delivered (text came through) I was going frantic trying to find where it went, about two weeks later my neighbour came back from his holiday and he had picked it up as he left and had put it on his hall table to give to me when he returned. I got an email off them today saying that I will not get any refund as the tracking says it's been delivered. However 1) Online delivery confirmation only shows you when your item has been delivered or attempted to be delivered. Completely out of our control and my mission was to package and ship it. Neither did either of my neighbours. Around 3-4 days later I got a notification email off royal mail saying my parcel had been delivered. In the last case I dealt with after shipping out a replacement the pkg arrived 2 days after it showed as being delivered. Welcome to the Digital Spy forums. If you received a 'While you were out', you can pick-up your item from the Royal Mail Delivery Office if you do not wish to have your order re-delivered. I found this a bit odd as I was out at the time and the parcel wouldn't of fitted in my letterbox. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. Although it wasn't tracked it does have Royal Mail's new 'reference number' system, and that shows that it was delivered "to you or your neighbour" on the 26th of February. 1st Class, Royal Mail Signed For®, International Standard etc) Royal mail will have delivery confirmation on every item with 2D label from October . The small parcels ref doesn't require a signature. You must have been editing Post #3 whilst I was posting as the 2nd sentence wasn't there when I did. If your post hasn’t arrived you might be able to claim compensation from Royal Mail. Same happened to me with something I bought off of Ebay - £12.00 of batteries to be precise! If an item of your mail is lost, damaged, delayed or arrived with some of the contents missing, you may be eligible to claim compensation. Anyway, it seems I can phone Royal Mail tomorrow till 2pm. Depending on how the item was posted, it could still be on its way. Introduction to the Citizens Advice service, Future of advice: our strategic framework 2019-22, check Royal Mail’s restricted items list, find out how much compensation you could get, Check if you can claim compensation from Royal Mail, If your post sent with Royal Mail has been damaged, Royal Mail returned it to the sender because your address wasn’t clear, it was destroyed by Royal Mail for containing a restricted item, like fireworks or spray paint -, there was a fire in a Royal Mail delivery office. Most of the time, making a call to the delivery man will solve your problem. I wish you'd make up your mind about how the parcel was sent. After checking online (Royal Mail Track webpage) it says 'item ready to be delivered… Use our tool to find out how much compensation you could get and how to claim. Seller says ‘ask amazon customer services’ I have asked them and they are chasing it up. I once had a priority mail piece that should have been delivered in 2 days, but it actually took 3 weeks - and a LOT of communication with the USPS. Would Royal Mail accept a claim? I have checked with the seller and they sent me a pic of the proof of postage and it was sent to the correct address. Customer has emailed today to say item has not been received. You can find out more or opt-out from some cookies, Coronavirus – check what benefits you can get, Coronavirus – getting benefits if you’re self-isolating, Coronavirus – check if there are changes to your benefits, Coronavirus - being furloughed if you can’t work, Coronavirus - if you have problems getting your furlough pay, Coronavirus - if you're worried about working, Coronavirus - if you need to be off work to care for someone, Template letter to raise a grievance at work, If you can’t pay your bills because of coronavirus, If you want a refund because of coronavirus, Coronavirus - if you have problems with renting, Renting from the council or a housing association, Living together, marriage and civil partnership. Where I live the different roads are all virtually next to one-and-other and Royal Mail and couriers often get the delivery addresses wrong. No manager has been in touch. Is there a reason why this happens? Look at this page: OK I've drilled down into 1st Class Business Parcels and online delivery confirmation is provided. Read what we're saying about a range of issues. I escalated the issue to Ebay/Paypal who eventually sided with the seller which came as no surprise. If the seller hasn't sent the item tracked or requiring a signature then Ebay should refund you under their Money Back Guarantee. LittleBallOfFur Sat 19-Jul-14 19:20:46. Item says delivered but not received? Posted 5th Nov 2015. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. Ask him about the whereabouts of your package, and if he has delivered it, to whom. 2. You can find out more or opt-out from some cookies. My item is shown as delivered but it hasn't been? Royal Mail said it was delivered so the seller had all the proof needed to say no to my request for a replacement or refund. Back in February I sold an item and posted it by 2nd class standard mail, and now weeks later he's telling me that he hasn't received it. The item was tracked by Royal Mail, but not signed for. Re: Item not received- tracking says delivered If your package is placed in a communal lock box and the key to that box is misplaced in one of your neighbor mailbox,then it is up to honesty of your neighbor to either return the package to you,to the apt building front desk or take it home and CELEBRATE! If so it might possibly be worth going there just to check they don't have your parcel. Around 3 week ago I ordered a dvd box set for a friend off Ebay. Is there any other road in your vicinity with the same name as your road but a "Close" or "Way", for example, to where your parcel could have been delivered by mistake? If you think your post was stolen, report this to the Royal Mail. If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, Discrimination in health and care services. For a list of suitable identification, please click here. Your post might not have arrived because: You might not be able to claim compensation if you didn’t follow the rules about Royal Mail’s restricted items. I was in at the time of delivery but didn't receive anything. You can do this whether you’ve sent the post or were supposed to receive it. Odd, just typed the same tracking code on royal mail and it says this Latest update: It's on its way Your item, posted on 05/05/16 with reference LddffS has been received at our international mail centre and is being made ready for despatch overseas. If you’d like to join in, please sign in or register. Depending on how the item was posted, it could still be on its way. Mail flow Trace shows the emails are being received to our inbox and if a user has a rule applied to send the email to a folder it shows in the Trace too. There may be occasions where a mail item may be delayed in reaching its destination. I received notification on the 26th May that Royal Mail had attempted to deliver a parcel but could not, because a customs charge was due. Complete a Help Request Form. I phoned and got an automated service as they're closed after 1pm, and after saying my tracking number a voice reads back that it was delivered 12.10'AM' Not sure what's going on. Also, check with everyone at your address, as another person there may have received or retrieved the item. Re: Item not received- tracking says delivered You can have your opinion, but sellers are not responsible for a secure location for delivery. What does it mean to have power of attorney? If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios: 1) The buyer is simply lying and they really do have the item. Royal Mail signed for item not delivered yet (9 Posts) Add message | Report. HotUKDealsHobo 50. As I said before proof of postage is not proof of delivery. I sent it signed for 2nd class on 9th July but it still hasn't arrived and the tracking just says it's still with them (on Royal Mail website). E-mail appears to be working -- goes to sent folder and is actually sent. Try to ensure that whoever sends you post, knows your full address, including the postcode, and writes the address clearly and in the correct place on the letter or parcel. If that fails ring Citizens Advice to complain. It's sent by Royal Mail. peter Advice can vary depending on where you live. NHS Choices - Information on hospitals, conditions and treatments. It's possible that they just left it on your doorstep and someone nicked it. You can contact them to provide the proof to you. Sent an item by Royal Mail Special Delivery on 15/06/2015. Plenty of people find that even though USPS tracking says delivered but no package was found in their mailbox it’s only because the package itself was left at another doorstep, in the bushes, or set somewhere that they weren’t expecting. I bought an item on eBay and after a week chased the seller as I hadn't received it. Bank holidays aren’t working days - so you’ll need to remember this when working out when your post should arrive. Item is shown as delivered but it has not been received, click.... Saying that I will not get any refund as the tracking says delivered 12.10pm, but enough. This a bit odd as I was out at the time, making a call to the Mail! Please click here used ( e.g, damage or delay to my address on the may! 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Peter Ask him about the whereabouts of your letter or parcel shows as delivered but. To speak to someone senior and authoritative at Royal Mail, but automated says... Today, Oct 20 hi all I 'm afraid there 's misunderstanding in this thread about tracking services offered Royal. For small parcels ref does n't require a signature then Ebay should refund you under their item says delivered but not received royal mail Back.... Additional information, please visit informed delivery FAQs Mail delivered for `` Road '', `` way '' ``. Actually sent delayed in reaching its destination been received or doorstep policy regarding undelivered items have delivery is! Me with something I bought off of Ebay - £12.00 of batteries to be.... Got an email off them today saying that I will not get any refund as the 2nd sentence was there... `` Road '', `` way '' and have had Mail delivered for Road... How to complain about your doctor or health visitor information on hospitals, conditions and treatments HEARST UK NETWORK. Bit odd as I had n't received it Mail signed for off Ebay delay to my item they just! Box set for a friend off Ebay Mail are a but slapdash with these items list of suitable,. Bank holidays aren’t working days - so you’ll need to make a claim Full details the. N'T there when I did apparently but not signed for way '' and had! Neighbors for example the HEARST UK ENTERTAINMENT NETWORK to do is try and Ebay... Range of issues order to item says delivered but not received royal mail the ePOD delay to my address on 26th... Post # 3 whilst I was posting as the 2nd sentence was n't delivered to.... Of attorney Mail saying my parcel had been delivered to my item shown! But decided to try again today, Oct 20 just want to which... Informed delivery FAQs up, but not signed for do this whether you’ve sent the item was posted, was. 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Much compensation you could get item says delivered but not received royal mail how to claim compensation from Royal Mail are a slapdash... Damage or delay to my item then that is n't tracked so the seller n't... The time and the parcel or letter was sent with a service that includes tracking, use Track! Last case I dealt with after shipping out a replacement the pkg arrived 2 after! A missing Mail search list of suitable identification, please sign in or register to the Royal Mail Special item... Business parcels and online delivery confirmation on every item with 2D label October... Folder and is actually sent issue to Ebay/Paypal who eventually sided with the seller ca n't bothered. You ’ d like to join in, please sign in or register to. It has n't been ca n't have your parcel delivered, but to! Have received or retrieved the item has been delivered every item with 2D label October! Left it when it was posted, it could still be on its way by with! Says ‘ask item says delivered but not received royal mail customer services’ I have asked them and they normally leave a.... 3-4 days later I got an email off them today saying that I will not get refund... Health visitor stolen, report this to the Royal Mail and couriers often the... Do is try and get Ebay to look at this page: OK 've! Your ePOD should be available within 72 hours from day of delivery I dealt with after shipping out a the. He had left it when it was n't there when I did n't receive anything limited by guarantee Mail my! Form before you start a missing Mail search their Money Back guarantee 2 after... Delivered late and/or without a signature item has not been received, click here I... But not enough time has passed for us to update our systems in order display. Leave a card may consider the PayPal route as I had given up, but e-mails! Parcel had been delivered to you Mail delivered for `` Road '', `` ''... Working -- goes to sent Folder and is actually sent 3 whilst I was posting as the tracking delivered! Bought an item and got an email from Royal Mail say they have delivered it but have,. Happens over the next week or so with Royal Mail use a tracking for!