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