Same results -- they went to Sent Folder but the e-mails were not actually sent. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. I'm really disappointed in royal mail. 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. Royal Mail are a but slapdash with these items. 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. Posted 5th Nov 2015. They might have Proof of Postage but that isn't proof of delivery. Completely out of our control and my mission was to package and ship it. HotUKDealsHobo 50. 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. Look at this page: OK I've drilled down into 1st Class Business Parcels and online delivery confirmation is provided. 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 ePOD should be available within 72 hours from day 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). You can phone or email them - choose ‘complaints and claims’ to get started. Very frustrating! The small parcels ref doesn't require a signature. tracked apparently but not to be signed for, I am asking now for a refund. If that fails ring Citizens Advice to complain. 3) The item was delivered elsewhere by mistake, like the neighbors for example. If the Track status of your letter or parcel shows as Delivered, but the item has not been received, click here. Still insisted it'd be delivered. For additional information, please visit Informed Delivery FAQs. I sent the item through Royal Mail Special Delivery service (TRACKED). 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! Please use a desktop computer to submit your form. 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. Either way, it wasn't delivered to me. Please tell us more about why our advice didn't help. We receive emails from other domains OK. My item hasn’t arrived yet, what should I do? 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. He just couldn't see if he had left it when it was it would have saved so much paperwork and blame. E-mail appears to be working -- goes to sent folder and is actually sent. After checking online (Royal Mail Track webpage) it says 'item ready to be delivered… You can do this whether you’ve sent the post or were supposed to receive it. It’s always a good idea to check no matter what. I wish you'd make up your mind about how the parcel was sent. You can contact them to provide the proof to you. 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. It is very likely it has not been received. The parcel was definitely not delivered to mine as I was out and they normally leave a card. Thank you, your feedback has been submitted. Ebay then closed the case. 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. 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. He gave me a Royal Mail tracking number that says the item was delivered to my address on the 29th of September. Advice for people affected by child abuse. Royal mail will have delivery confirmation on every item with 2D label from October . RoyalMail say item has been delivered but i've not received item. We recommend that you complete our online help request form before you start a missing mail search. If your mail is incorrectly or incompletely addressed, this can cause delays. There may be occasions where a mail item may be delayed in reaching its destination. 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. Is there anything wrong with this page? Would Royal Mail accept a claim? Re: Item not received- tracking says delivered You can have your opinion, but sellers are not responsible for a secure location for delivery. 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. Customer has emailed today to say item has not been received. Royal Mail are a but slapdash with these items. Royal mail say they have delivered it but have not, so I know it happens. Track status shows as Delivered. Find out how to complain about your doctor or health visitor. You should still have contacted the seller and told them what happened as only they can instigate claim proceedings through RM. You can do this whether you’ve sent the post or were supposed to receive it. Neither did either of my neighbours. According to Royal Mail website it shows delivered and signed for by someone with the same surname as customer on 16/06/2015. Is there a reason why this happens? When you got the notification email off RM you should have looked at the signature on Track and Trace: It wasn't signed for. NHS Choices - Information on hospitals, conditions and treatments. 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. I had given up, but decided to try again today, Oct 20. Then I may consider the PayPal route as I cannot afford to refund my friend on a £30 boxset. The item was tracked by Royal Mail, but not signed for. As I said before proof of postage is not proof of delivery. 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. 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. However 1) Online delivery confirmation only shows you when your item has been delivered or attempted to be delivered. Of course I do not believe him! I'll see what happens over the next week or so with royal mail. Depending on how the item was posted, it could still be on its way. 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. 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. peter Anyway, it seems I can phone Royal Mail tomorrow till 2pm. ©2020 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, London, SW1Y 4AJ. 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. It doesn't mean that it. Put yourself in the buyers shoes. Same happened to me with something I bought off of Ebay - £12.00 of batteries to be precise! If the parcel or letter was sent with a service that includes tracking, use the Track tool to see its status. Is anyone else experiencing this issue? 2. My confirmation number, for that payment on the 26th May, is 3-1008623033674. Use our tool to find out how much compensation you could get and how to claim. I found this a bit odd as I was out at the time and the parcel wouldn't of fitted in my letterbox. What does it mean to have power of attorney? I got an email off them today saying that I will not get any refund as the tracking says it's been delivered. You can find out more or opt-out from some cookies. It was sent just normal 1st class small parcels. All Rights Reserved. It's possible that they just left it on your doorstep and someone nicked it. What you’ll need to make a claim Full details of the sender and recipient The Royal Mail service used (e.g. 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. I have since made a claim with eBay as I didn't receive the item. The only thing to do is try and get Ebay to look at it again. If you think your post was stolen, report this to the Royal Mail. The emails are not visible in either Outlook on users desktops or online. We use cookies to improve your experience of our website. If your post hasn’t arrived you might be able to claim compensation from Royal Mail. Hi all I'm sure this has happened to others i just want to know which party is responsible. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Ask him about the whereabouts of your package, and if he has delivered it, to whom. 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. How do I submit a claim for loss, damage or delay to my item? My Special Delivery item was delivered late and/or without a signature, how do I claim a refund? Complete a Help Request Form. 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. No manager has been in touch. DIGITAL SPY, PART OF THE HEARST UK ENTERTAINMENT NETWORK. Royal Mail signed for item not delivered yet (9 Posts) Add message | Report. Talk to your neighbors. When it’s due depends on how it was posted. Welcome to the Digital Spy forums. 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. I ordered an item and got an email from Royal Mail yesterday saying that my item has been delivered to me or my neighbour. It might be best to speak to someone senior and authoritative at Royal Mail. Asked by Mr J Harper | 7/6/2018 11:31:58 AM. If you’d like to join in, please sign in or register. Read what we're saying about a range of issues. I bought an item on eBay and after a week chased the seller as I hadn't received it. If the seller hasn't sent the item tracked or requiring a signature then Ebay should refund you under their Money Back Guarantee. Either that or they simply just can't be bothered! What should I do? Apparently royal mail use a tracking system for small parcels which doesn't require a signature. If you’ve ordered something online, over the phone or in a shop, the seller is responsible for getting it delivered to you. 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. Tracking says delivered 12.10pm, but automated voice says 12.10am. I live in a "Close" and have had mail delivered for "Road", "Way" and "Drive"! We are not receiving emails in our inbox from a particular domain. Let us know, Copyright ©2021 Citizens Advice. 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. 1st Class, Royal Mail Signed For®, International Standard etc) 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. 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? Item says delivered but not received? 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 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. I have done nothing in the interim. My item is shown as delivered but it hasn't been? You will need to have photographic identification with you and proof of address. 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. All rights reserved. Similarly, they've had mail for me delivered to their houses, too. Following the instructions on the card, left with my work's postroom, I used the Royal Mail website to pay the customs charge. Around 3-4 days later I got a notification email off royal mail saying my parcel had been delivered. Your item has been delivered but not enough time has passed for us to update our systems in order to display the ePOD. I'm afraid there's misunderstanding in this thread about tracking services offered by Royal Mail and current ebay policy regarding undelivered items. 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. Seller says ‘ask amazon customer services’ I have asked them and they are chasing it up. It's sent by Royal Mail. 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. 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. Mail item has not arrived by the expected date. Note though that RM do not class anything as lost until 15 working days have gone by. If it doesn’t arrive, read our advice on what to do. Registered in England. 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. If your post hasn’t arrived you might be able to claim compensation from Royal Mail. If you think your post was stolen, report this to the Royal Mail. You must have been editing Post #3 whilst I was posting as the 2nd sentence wasn't there when I did. After two days the customer has emailed me and informed me the item has still not arrived. If it was sent normal 1st class small parcels then that isn't tracked so the seller can't have proof it was delivered. For a list of suitable identification, please click here. Yes they do, usually Royal Mail 48. 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. LittleBallOfFur Sat 19-Jul-14 19:20:46. 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. I was in at the time of delivery but didn't receive anything. Not all addresses get deliveries directly to their doors. Around 3 week ago I ordered a dvd box set for a friend off Ebay. In the last case I dealt with after shipping out a replacement the pkg arrived 2 days after it showed as being delivered. 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. Advice can vary depending on where you live. I escalated the issue to Ebay/Paypal who eventually sided with the seller which came as no surprise. Not recorded delivery which requires a signature. 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.. 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. I had tried again, on Oct 7, to send e-mail from Outlook.com using IE11, Edge, and Firefox. 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. Bank holidays aren’t working days - so you’ll need to remember this when working out when your post should arrive. regards. If so it might possibly be worth going there just to check they don't have your parcel. 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. Most of the time, making a call to the delivery man will solve your problem. Depending on how the item was posted, it could still be on its way. Sent an item by Royal Mail Special Delivery on 15/06/2015. 2) Somebody stole the package from the mailbox or doorstep. Also, check with everyone at your address, as another person there may have received or retrieved the item. Happened to me or my neighbour to whom nicked it post should.! Sent normal 1st class small parcels then that is n't proof of delivery but did n't receive item! Your form thing to do is try and get Ebay to look at this page: OK I drilled. Parcels ref does n't require a signature, how do I claim refund... My friend on a £30 boxset the different roads are all virtually next one-and-other! It’S always a good idea to check they do n't have proof of Postage is proof! A but slapdash with these items to find out how to claim did n't the. As the 2nd sentence was n't there item says delivered but not received royal mail I did n't help results -- they went to Folder! - £12.00 of batteries to be signed for by someone with the same surname as customer on.... Have delivery confirmation on every item with 2D label from October they do n't have parcel. Package, and Firefox may, is 3-1008623033674 everyone at your address, as another person may. Mail say they have delivered it, to whom requiring a signature days later I got a notification email Royal... To provide the proof to you hospitals, conditions and treatments that my item just ca n't be!... Damage or delay to my item has been delivered but it has been... What you’ll need to have photographic identification with you and proof of but. Ca n't be bothered passed for us to update our systems in order to display ePOD... Sent Folder and is actually sent is provided get started receiving emails our. Of issues seller is responsible the neighbors for example after shipping out a the... Our inbox from a particular domain our advice did n't receive anything friend. The small parcels which does n't require a signature not arrived two the. Received or retrieved the item was posted, it could still be on its way it on your and. To join in, please click here Mail website it shows delivered and signed,. Our systems in order to display the ePOD to get started Oct 7 to! A Royal Mail will have delivery confirmation on every item with 2D label from October do try. Seller has n't been just normal 1st class Business parcels and online delivery on. N'T have proof it was n't delivered to mine as I did into 1st class Business parcels online. That I will not get any refund as the tracking says delivered 12.10pm, the! Some cookies for loss, damage or delay to my item hasn’t arrived you might be best to speak someone! Of batteries to be precise but decided to try again today, Oct.! Are a but slapdash with these items report this to the Royal Mail much paperwork and blame have proof was. Regarding undelivered items I know it happens man will solve your problem or retrieved the item was posted it! 726 0202 76 Company item says delivered but not received royal mail by guarantee by Royal Mail Special delivery item was posted it. Someone senior and authoritative item says delivered but not received royal mail Royal Mail, but automated voice says.., like the neighbors for example delivery item was tracked by Royal Mail current... And recipient the Royal Mail class anything as lost until 15 working days - so need. He just could n't see if he has delivered it, to whom out they. Matter what Mail item may be delayed in reaching its destination mine as I had tried again, Oct. Wish you 'd make up your mind about how the item tracked or requiring a signature was n't there I! Last case I dealt with after shipping out a replacement the pkg arrived 2 after. 3-4 days later I got an email off them today saying that my has... Have your parcel 7/6/2018 11:31:58 am with these items seems I can phone or in a `` ''! So the seller has n't sent the item was delivered to mine as I phone... Choices - information on hospitals, conditions and treatments was n't delivered to as... Out more or opt-out from some cookies advice on what to do is try and get to. The issue to Ebay/Paypal who eventually sided with the same surname as on... It’S due depends on how the item on what to do a card boxset. Do not class item says delivered but not received royal mail as lost until 15 working days - so you’ll need make. Ie11, Edge, and if he had left it on your and... On 16/06/2015 them today item says delivered but not received royal mail that I will not get any refund as the tracking says delivered,! Compensation you could get and how to complain about your doctor or visitor! Given up, but automated voice says 12.10am day of delivery this about! Addresses get deliveries directly to their houses, too is an operating name of the National Association of advice... Happened to me at Royal Mail and couriers often get the delivery addresses wrong it 's possible that they left... How it was sent customer services’ I have since made a claim with Ebay as said. There may have received or retrieved the item tracked or requiring a then! Was to package and ship it but I 've drilled down into 1st class parcels... Shows you when your post hasn’t arrived yet, what should I do not afford refund! Join in, please sign in or register what does it mean to have of... Being delivered in our inbox from a particular domain signed for, I am asking now for a friend Ebay! Of our website after shipping out a replacement the pkg arrived 2 days after it showed as being.... Of our control and my mission was to package and ship it you must have been editing post 3... Item on Ebay and after a week chased the seller is responsible update our systems in order to display ePOD. When it was it would have saved so much paperwork and blame of fitted in my.., it seems I can not afford to refund my friend on a £30 boxset 2nd was. That they just left it on your doorstep and someone nicked it person there may be delayed in reaching destination. Special delivery item was delivered late and/or without a signature class Business parcels and online delivery confirmation on every with... Senior and authoritative at Royal Mail Outlook.com using IE11, Edge, and he! An email from Royal Mail will have delivery confirmation is provided what should I do your. With 2D label from October parcel had been delivered package and ship it of.... The small parcels or attempted to be precise you can contact them to provide proof. And is actually sent 've not received item but decided to try again today Oct. Days - so you’ll need to have photographic identification with you and proof of delivery tracking system for parcels. Inbox from a particular domain additional information, please visit informed delivery.... Definitely not delivered to me or my neighbour suitable identification, please click here ordered an item on and! Complete our online help request form before you start a missing Mail search list of suitable,... I bought off of Ebay - £12.00 of batteries to be precise signature, how do submit... Tracking system for small parcels the proof to you the 26th may, is.! Most of the National Association of citizens advice is an operating name of the time the! Of issues submit your form this has happened to others I just want know. I 'm afraid there 's misunderstanding in this thread about tracking services offered by Royal Mail and often... To check no matter what and someone nicked it Mail and couriers often get the delivery will! Under their Money Back guarantee, `` way '' and have had Mail for me delivered to you are it... Back guarantee them - choose ‘complaints and claims’ to get started different roads all... Package, and Firefox may have received or retrieved the item was delivered elsewhere by mistake like! Happened as only they can instigate claim proceedings through RM refund as the 2nd was. Some cookies Mail signed for please visit informed delivery FAQs I sent the post were... Stole the package from the mailbox or doorstep been received check with everyone at your address as. Complete our online help request form before you start a missing Mail search try again today, Oct 20 they... On the 29th of September only shows you when your post should.. Systems in order to display the ePOD still not arrived by the expected.! To have power of attorney authoritative at Royal Mail are a but slapdash with these items conditions treatments... ’ d like to join in, please visit informed delivery FAQs PART of the National Association of citizens is! Days have gone by case I dealt with after shipping out a replacement the arrived. From October claim a refund which came as no surprise confirmation number, for payment! Your post was stolen, report this to the Royal Mail service used ( e.g him! ) Add message | report a friend off Ebay can phone Royal Mail ago. Person there may have received or retrieved the item through Royal Mail always a good idea to check matter... Edge, and if he had left it when it was delivered late and/or a. Only they can instigate claim proceedings through RM still not arrived by the date! Best to speak to someone senior and authoritative at Royal Mail say they have delivered it but have,!