Royal Mail - lost items

[Vron]

Hi
I make a bit of costume jewellery and sell it online. Over the last few weeks I have had 4 separate items go missing. I put claims in with Royal Mail and they say as I am a retail customer I can only claim back the wholesale cost of the goods if I provide all receipts from suppliers otherwise it's 6 x first class stamps.

Obviously this I feel is unfair as I have to refund the customer so I have lost my profit and the item which isn't something I can provide actual wholesale receipts for as they vary in size, material time etc.

Surely Royal Mail should put you back to the position in which you were before they lost your item i.e the sale price plus your postage refunded? Has anyone ever challenged this - it may seem a bit petty but I have had 10 items disappear since March, four in the last month.

Thanks

[zedx19]

Yes, I questioned this and they told me it was RM Policy, I've since not bothered filling another request. The spreadsheet they send you to fill in seems ridiculously over complicated, the entire process seems delibrately time consuming and the timescale is long. Also, only certain OBA codes qualify for claims?! The whole claims process is overcomplicated and time consuming, as if they make it difficult so you won't bother...

For me, I send 300-350 items per month (Mostly 2nd Class LL) and very few actually get there (max. 2). I did find that using the DMO system which puts barcodes on address labels resulted in a lost less claims of non-delivery, even though its still not a tracked service.