Royal Mail Post Refund Policy

There is a current debate about the Royal Mail's policy on compensation for fragile items.

Some ebay sellers believe and have stated that although insurance/compensation is included in the charges for Recorded Delivery (up to 32); Special Delivery (up to 500) and Airsure and International Signed For (varying amounts) glass and ceramics, ie. breakable items are excluded from this cover.

There is much confusion about this matter and the Royal Mail is not always terribly helpful. An enquirer will get different answers from which ever post office they visit but usually the advice given, without any recourse to official documentation, is in the negative - fragile items are not covered.

Visiting the Royal Mail web site (royalmail.com) is much more fun! It is hard to use and several pages need to be viewed to get close to an answer, before giving up and calling Customer Services on 08457 740 740.

They consistently give the same answer but before you rejoice, there is a catch 22 in their official policy! All non prohibited, fragile items ARE covered for damage or loss, provided that they are properly packed. The cynic might, therefore, add that if they were damaged, then they were not properly packed and so no compensation.

For the ebay seller, substantial packing is important but it also helps to know RM's claimsproceedure. They do wish to inspect the packet and damage. I advise all my customers, that in case of damage, the item and the packing should be immediately photographed and retained for inspection. The seller/consignee files the claim with RM and the buyer will usually have to present the damaged kit to the local sorting office. (so, do not have the customer return the items to you at this stage). All being well, compensation then wings its way, slowly to the seller.

When the seller compensates his customer is up to him but he must. Under English Law, it is the vendor's responsibility to deliver the goods. Statements often seen on ebay such as "I am not responsible for non delivery or damage" just don't wash and are totally invalid. If a customer chooses to force a repayment through ebay or take legal action, the vendor does not have a leg to stand on.

My view is, grin and bear it. Provided the claim is genuine, keep the customer happy. Your trading reputation is too valuable. This may seem naive and, yes, there are some dodgy people out there but if you pack well, insist on using "signed for"/tracked