We cannot deliver your item because there is a fee to pay
Yesterday I received a card through the door from Royal Mail from what I believe is a customer return
The fee to be paid is £15.30!!
I’m not expecting anything as I’ve had no returns requested through any of my selling channels
For that amount of money, I’m expecting it to be a big heavy parcel (we send out big heavy parcels via courier)
Because of the possible size this would have had to be posted through the post office.
So either the correct postage wasn’t paid at the counter, or not stamped at all.
I am going to ignore the card as £15 is excessive. I am presuming that it will go back to the sender.
What happens then. Do they have to pay the fee?
We cannot deliver your item because there is a fee to pay
Yesterday I received a card through the door from Royal Mail from what I believe is a customer return
The fee to be paid is £15.30!!
I’m not expecting anything as I’ve had no returns requested through any of my selling channels
For that amount of money, I’m expecting it to be a big heavy parcel (we send out big heavy parcels via courier)
Because of the possible size this would have had to be posted through the post office.
So either the correct postage wasn’t paid at the counter, or not stamped at all.
I am going to ignore the card as £15 is excessive. I am presuming that it will go back to the sender.
What happens then. Do they have to pay the fee?
19 replies
Seller_EHYOwAkoZV3Hb
Maybe, if there is a return address. No idea about the fee, sorry.
Maybe accept the return and deduct the fee from the refund? It will get messy in any case.
Seller_Gq0aGvAqLaCsZ
Yes this is my worry.
If there isn’t a return address I can’t refund unless it’s inside
Whatever way they haven’t followed any legal guidelines or sent any contact.
I doubt the sorting office will let us see it before paying?
Seller_Gq0aGvAqLaCsZ
I’ll try and look on Tuesday
The situation is (if it is a customer return) probable as addresses to the company
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I pay and at least get the item and then deduct the amount from the refund
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I ignore it and it goes back to the buyer, who then files an original item not received claim / A-Z/ Paypal/ Credit card claim
Although I have courier delivery proof, they can still say not received (if left with neighbour etc) in which case I lose the case and the product
I’m in a possible no-win situation either way
I’ll report back
Thanks
Seller_hC0hNVDuILaKO
If you have had no communications about a customer return then what makes you suspect that this is what this package is?
Seems a bit of a leap to me.
Seller_Gq0aGvAqLaCsZ
Because our parcels are 18 inch square and weigh 10kg - hence the price
Seller_Gq0aGvAqLaCsZ
YES, we send most things over 2kg by courier.
Will let you know later!!!
Seller_Gq0aGvAqLaCsZ
it was a parcel
The customers address and ppi sticker had come off that we had sent out
as it was just a bit over 2kg Royal mail had put it as a medium package 1st class - hence the massive price
I actually spoke to the manager of the sorting office and explained to her what had obviously happened (label come off) and told her that I had originally paid for the parcel under my OBA business account (which only cost me about £4 because of the average weight system)
I asked her what would happen if I didn’t pay, she said it would be returned to the sender (i.e me) who would have to pay, I then asked her and if I refused to pay that as well she said she would dispose of the product, so I said well the product although heavy isn’t worth £15.30 please dispose of it - at which point she told me that she would override the cost and give it to me free of charge
The manager didn’t have any knowledge of ppi labels, Oba accounts or STL codes
I think it highlights though that if the customer wanted to return this product to me (say it had been broken) that I would have had to refund the postage
and because it was over 2kg (2.2kg) it was £13.75 2nd class or £15.85 1st https://www.royalmail.com/price-finder/
Seller_Gq0aGvAqLaCsZ
It was the sorting office - not the post office
