MIME-Version: 1.0
Date: Wed, 22 Apr 2026 11:22:25 +0100
From: sales@expressmusic.co.uk
To: parcelforce <parcelforce@parcelforce.co.uk>
Subject: Re: Royal Mail Personal Enquiry - Case Reference #10512977
In-Reply-To: <rDGxY000000000000000000000000000000000000000000000TDST0L00Zwzud5LNRSCZ7AciFiF5qg@sfdc.net>
References: <rZ0ZS000000000000000000000000000000000000000000000TB46KB00uojhfBjVQZiWtiFLX6kxqA@sfdc.net>
 <S5Gjn000000000000000000000000000000000000000000000TD9TP100LCzLkRPPQLWG6tjXJUXuHw@sfdc.net>
 <7faf66aee2d92ee48c665f52798c4293@expressmusic.co.uk>
 <PPf0C000000000000000000000000000000000000000000000TDJ1H100lUhObxxiS0-gmq5bSzujQQ@sfdc.net>
 <f29e4023ce46ace52e6186f53ead186e@expressmusic.co.uk>
 <7Komx000000000000000000000000000000000000000000000TDMOA900CVv5T8I_R1C3d_HuOXntYw@sfdc.net>
 <d39eddf08cfa3b01a0960e71005b0064@expressmusic.co.uk>
 <rDGxY000000000000000000000000000000000000000000000TDST0L00Zwzud5LNRSCZ7AciFiF5qg@sfdc.net>
Message-ID: <769290a16b526944cc2f0a7a08bfb1b1@expressmusic.co.uk>
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Hi
Just to confirm I need to process a refund before I can claim ?
Can you confirm time frame for this & payout value ?
Phil

On 2026-04-20 16:14, parcelforce wrote:
> Dear Philip Mathew Graham
> 
> Reference #: 10512977
> 
> Thank you for getting in touch with Parcelforce Worldwide.
> 
> Please can this information be provided so we can progress with the
> claim.
> 
> I hope that the explanation above resolves your enquiry and answers
> your questions. If you require further assistance, please contact us
> or visit www.parcelforce.com/help-and-advice [1]
> 
> Kind regards
> Nadim
> 
> --------------- Original Message ---------------
> From: [sales@expressmusic.co.uk]
> Sent: 17/04/2026, 12:04
> To: parcelforce@parcelforce.co.uk
> Subject: Re: Royal Mail Personal Enquiry - Case Reference #10512977
> 
> Hi
> 
> I havent issued a refund as I was thinking there was still some hope
> it
> might turn up, noone has actually said its lost ?
> 
> I usually only issue refund once we have been paid so noone is out of
> pocket
> 
> Please advise
> 
> Phil
> :)
> 
> On 2026-04-17 08:46, parcelforce wrote:
>> Dear Philip Mathew Graham
>> 
>> Reference #: 10512977
>> 
>> Thank you for getting in touch with Parcelforce Worldwide and for
>> providing the requested information.
>> 
>> Upon further review, please could you provide evidence of a refund
>> being issued for the item?
>> 
>> Once provided, we can process your claim without delay.
>> 
>> If you require further assistance, please contact us or visit
>> www.parcelforce.com/help-and-advice [1] [1]
>> 
>> Kind regards
>> Euan
>> 
>> --------------- Original Message ---------------
>> From: [sales@expressmusic.co.uk]
>> Sent: 16/04/2026, 15:01
>> To: parcelforce@parcelforce.co.uk
>> Subject: Re: Royal Mail Personal Enquiry - Case Reference #10512977
>> 
>> Hi
>> Thanks for your reply
>> Copy of receipt attached
>> Let me know if you need anything else
>> Phil
>> 
>> On 2026-04-15 09:41, parcelforce wrote:
>>> Dear Philip Mathew Graham
>>> 
>>> Reference #: 10512977
>>> 
>>> Thank you for getting in touch with Parcelforce Worldwide.
>>> 
>>> We need to see the amount of postage you paid for this service
>> before
>>> we can review your claim any further. If you can provide the online
>>> booking confirmation that shows the amount we can process your
> claim
>>> further for you.
>>> 
>>> I hope that the explanation above resolves your enquiry and answers
>>> your questions. If you require further assistance, please contact
> us
>>> or visit www.parcelforce.com/help-and-advice [1] [1] [1]
>>> 
>>> Kind regards
>>> Debby
>>> 
>>> --------------- Original Message ---------------
>>> From: [sales@expressmusic.co.uk]
>>> Sent: 14/04/2026, 16:10
>>> To: parcelforce@parcelforce.co.uk
>>> Subject: Re: Royal Mail Personal Enquiry - Case Reference #10512977
>>> 
>>> Hi
>>> Documents attached
>>> Regards
>>> Phil
>>> 
>>> On 2026-04-10 10:15, parcelforce wrote:
>>>> Dear Philip Mathew Graham
>>>> 
>>>> Case Number: 10512977
>>>> 
>>>> Thank you for getting in touch with Royal Mail and using our
> online
>>>> claim form.
>>>> 
>>>> I am sorry we are unable to review your claim due to a problem
> with
>>>> the information submitted. To enable us to assess your claim, we
>>> need
>>>> you to supply supporting evidence, as all compensation claims must
>>> be
>>>> supported by the following:
>>>> 
>>>> * Post Office receipt (showing the service used & tracking number
>> if
>>>> applicable), Online postage receipt (stamped at the Post Office)
> or
>>>> your electronic proof of posting/Parcel collect email confirming
> we
>>>> have received the item.
>>>> 
>>>> If you're able to provide the outstanding information and wish for
>>> us
>>>> to reconsider your claim, the quickest way is to upload this
>>> evidence
>>>> is at www.royalmail.com/claims [2] [2] [2] [1] under the section
>> 'Providing
>>>> evidence for an existing claim'.
>>>> 
>>>> I am sorry for the issues you have experienced with your online
>>> claim
>>>> submission, and I hope the above information resolves your
> enquiry.
>>> If
>>>> you require further assistance, please visit our Help and Support
>>>> Centre at www.royalmail.com/help [3] [3] [3] [2].
>>>> 
>>>> Kind regards
>>>> 
>>>> --------------- Original Message ---------------
>>>> From: donotreply@royalmail.com [donotreply@royalmail.com]
>>>> Sent: 27/02/2026, 11:00
>>>> To: sales@expressmusic.co.uk; donotreply@royalmail.com
>>>> Subject: Royal Mail Business Enquiry - Case Reference #10512977
>>>> 
>>>> Claim submitted - Thanks for using our online claims form.
>>>> 
>>>> Your reference number is: 10512977, please make a note of this.
>>>> 
>>>> Details of what you've told us are shown below, but first some
>>>> important information:
>>>> 
>>>> 1. If you've uploaded supporting evidence or if your claim is for
> a
>>>> delayed item….
>>>> 
>>>> We'll aim to get a response to you within the next 90 days. Please
>>>> keep all original evidence as we may ask for this.
>>>> 
>>>> 2. If you didn't upload evidence but wish to claim (excl. 'delay'
>>>> cases)…
>>>> 
>>>> You need to send us proof of posting AND proof of value:
>>>> 
>>>> * Proof of posting e.g. Post Office receipt, Online Postage
> receipt
>>>> stamped at the Post Office or copy of a Sales Order AND -
>>>> 
>>>> * Proof of the item's value. This must show what it cost to
>> acquire,
>>>> purchase or manufacture the original item (or repair it, in the
>> case
>>>> of damage).
>>>> 
>>>> Additionally you must also provide:
>>>> 
>>>> * For eBay claims - the eBay final sale page and PayPal or
>>> Bank/Credit
>>>> card statement.
>>>> 
>>>> * For damage or claims where some of the contents were missing -
>>>> photographs of the damaged item and packaging. You must retain the
>>>> damaged item and original packaging as we may need to inspect
> them.
>>>> 
>>>> The quickest way is to upload this evidence at
>>>> www.royalmail.com/claims [2] [2] [2] under the section 'Providing
>> evidence
>>> for an
>>>> existing claim', using your claim reference number - alternatively
>>> you
>>>> can print a copy of this email with the required evidence to the
>>> below
>>>> freepost address.
>>>> 
>>>> Send international claims to:
>>>> 
>>>> Freepost
>>>> 
>>>> ROYAL MAIL INTERNATIONAL
>>>> 
>>>> Please add your reference number to each piece of evidence you
> send
>>> us
>>>> - this speeds things up.
>>>> 
>>>> It's important we receive this evidence within the next 10 working
>>>> days. If not, we'll assume your item has been safely delivered and
>>> you
>>>> no longer wish to pursue your claim. We won't then contact you
>>> again.
>>>> 
>>>> Sometimes enquiries can be resolved before we've completed our
>>>> investigation. If that happens, let us know we can close the
>>> enquiry.
>>>> 
>>>> 3. Here's what you told us about your claim:
>>>> 
>>>> You are claiming for a International Tracked plus comp item
>>>> CB005153493GB, posted on 2026-01-24 that is/was: Loss. The item
> was
>>>> posted via a Post Office costing £69.25 and contained guitar in
>>> hard
>>>> case.
>>>> 
>>>> You Mr philip mathew graham are the Sender of the item and your
>>>> address is: Express Music
>>>> B2 & B3 Quarry Park
>>>> Old Milverton Lane Leamington Spa GB CV32 6RW. Your contact
> details
>>>> are: and email address: .
>>>> 
>>>> The item was sent to , , Ronny Skou , Estanc i celler La
> Tabaqueria
>>>> Jesus Pobre
>>>> Avinguda de Denia 13 Jesus Pobre ES 03749 GB.
>>>> 
>>>> Online Market Number: 248828918
>>>> 
>>>> You agreed to our declaration that a false claim for compensation
>>>> could result in criminal prosecution. And that to the best of your
>>>> knowledge, the information you have given is correct and truthful.
>>> You
>>>> also undertake to advise Royal Mail Group Ltd immediately if any
>>> lost
>>>> letters or parcels are subsequently traced, and to refund Royal
>> Mail
>>>> Group Ltd any monies paid in compensation for these items.
>>>> 
>>>> 
>>>> 
>>>> Links:
>>>> ------
>>>> [1] https://www.royalmail.com/claims
>>>> [2] https://www.royalmail.com/help
>>> 
>>> Links:
>>> ------
>>> [1] https://www.parcelforce.com/help-and-advice
>>> [2] https://www.royalmail.com/claims
>>> [3] https://www.royalmail.com/help
>> 
>> Links:
>> ------
>> [1] https://www.parcelforce.com/help-and-advice
>> [2] https://www.royalmail.com/claims
>> [3] https://www.royalmail.com/help
> 
> Links:
> ------
> [1] https://www.parcelforce.com/help-and-advice
> [2] https://www.royalmail.com/claims
> [3] https://www.royalmail.com/help