Parcel not received by customer

[craftybeader]

Could I have advice from someone? I sent a parcel out on 21st Nov, customer now informing me that it was sent to family in Northern Ireland and hasn't been received. I know that I will have to refund through DSR but can it wait until I claim through Royal Mail? I know that jewellery isn't covered..how about costume jewellery under the limit..any ideas? She did ask me for proof of postage which I scanned over. Is it likely that she will claim? I wanted to ask her why she had waited so long before contacting me but didn't want to appear rude.

Any help would be appreciated 

[Andy c]

I would personally say the customer should come first ,then you can sort yourself out ..Did you not send it signed for as you should always do that so you have proof of delivery ...
Anyway good luck

[craftybeader]

I have proof of postage, stamped by Post Office..so I think that is okay for claiming through Royal Mail

[FionaJMD]

I have proof of postage, stamped by Post Office..so I think that is okay for claiming through Royal Mail

It does depend on the value - proof of postage only covers you up to I think it is £41 ish.

[JhnStcks]

At the moment untracked mail (not requiring a signature) will only receive compensation up to £41 as Fiona has mentioned.  As from 9th January untracked mail will receive NO compensation at all, and only special delivery, signed for, international signed for will be eligible for compensation.

You will need to refund the customer, regardless of whether you have filed a claim with RM.

Jewellery isn't covered?  Do you mean under DSR's because I think you will find it is covered under DSR

[P2Webdesign]

Hi

Always have in the back of your mind that people will always tell more people about bad services and will the negative feedback/posted reviews, harm your business more than the compensation you have to return to your customer. Plus a happy customer after a problem solved can become a more loyal customer in the future.

Nick

[rossi67]

did you send it to ireland?
or did the customer send it to ireland?

also why dont you do what paypal does
only send to confirmed addresses

also im not saying that this customer is a liar
but beware! of these people that think because they paid for an item they can lie and steal

its always best for you to only send items that are trackable

because even if its a few more dollars at least you know if the party is lying to you and also you can see whether it was delivered or not


but the tuth is the customer is not always right
and im sayin it with lots of experience behind me

[NiamhAllan]

I think you should cross check the same on your end first.

[preciouslittleprints]

Did you manage to make a claim. I know i have never had any luck when it has been jewellery?