RM Tracked 24, Delivered, Customer has said they have not received
I use Royal Mail Tracked 24 all the time, for the very first time a customer has said they have not received the parcel, however she started her message with ’ how will I know its delivered if they haven’t left a card’ parcel was delivered on a Friday and she made contact 3 days later on Monday.
The RM gps co-ordinates supplied match the order address.
I said I would contact Royal Mail and I’m still awaiting a reply, the customer hasn’t raised a complaint with Amazon yet.
How do Amazon view RM Tracked without a signature, when it says delivered and to the correct address, but customer says they have not received it?
28 replies
Seller_7VbclcPFFRTnc
Send the customer the link to the tracking with GPS and ask them if they agree to you forwarding it onto the RM IB team for investigation
Seller_DROodOAYHftnc
??? - a card will only be left if there is no-one in. They can then either re-arrange delivery or collect from parcel office.
Seller_B4VbHpnDLDLAU
99/100 when you send link to the royal mail website showing delivers they go away. or found that another household member has “hid it”
If they come Back i state i will state opening an investigation with there local postman. Most then dont come back any further after that one.
Seller_NoMNQDGnEW5Bx
Is it letterbox size or is there a chance it could’ve been left outside somewhere?
Seller_j4qOx3FnSoENm
I’ve seen this happen before.
Postal worker starts scanning the parcels in the van before walking to the address and delivering it (usually when it’s p’ing down with rain) so they’ve scanned it as delivered and they get to the address an no one is in.
So it will show as scanned deivered but they’ve taken it back to the dept/co
Seller_fLOI9Vh6670qm
You could track the delivery history of this item via this link: https://www.parcelforce.com/track-trace
You can establish the whereabout of the item and would advise the customer to liaise wit hthe local Delivery Office to retrieve the item.
Seller_MaBRaW4SAPebE
I’ve had this 3 times recently, lost the A-Z @ £100 each time. Seller-funded, no Safe-T claim possible as not SFP.
Seller_rgqzY6oIqUqWE
I had one last week. Stated the item had not arrived and wanted a refund. Checked the tracking and it said delivered 4 days prior. I asked them to check any safe spaces and the response was that neighbours, shed and porch was checked with no luck. I checked Google Maps and it was a block of flats, surrounded by several blocks of flats…so not sure how she checked her shed and porch 
. Anyhow, I asked if they would kindly bear with me whilst I checked with RM to see if it had been incorrectly scanned as delivered and was RM’s error or if it had actually been delivered somewhere and in that case it was a case of theft. I then got a response, within in the hour to say it had been found in the next building block but because it was now ‘late’ they wanted to return it as they were ‘no longer excited to open it’! 
Seller_63FIO9ueiT2Qe
Hi. Provide proof of delivery and they will generally go away. I have a script I use for The Bay or Amazon.
Hi. I can see that you ordered the item on ? and we posted it on ?. Please note I paid extra postage so this item could be tracked and a proof of delivery obtained. The tracking reference number ? (which also shows on your order) shows your item was delivered by Royal Mail on ? at ?am. Please use the track and trace reference ? on the Royal Mail Track and Trace website to see this happened. Alternatively please cut and paste the following link that shows this was delivered (insert link from Royal Mail website showing delivery)
Seller_tHi6zf8gbftSd
We lost 2 parcel last week, automated customer returns, my hermes appear to be the only courier used currently. They dropped the parcels at reception which is approx 100m away from our premises. only became away of the returns when the customers contacted us. went to look for the returns from the tracking etc. 1 shipment had a picture, the other didn’t. customer aid hermes told them the couriers scanner was broken that day. appears there was only 1 delivery attempt and hermes say the will attempt to deliver 3 times according to their website.
We lost the 2 A-Z claims on these even through 1 had no picture for proof of delivery. Its bizzare that when we provide proof of delivery to a customer and if we don’t provide a signature etc. the won’t accept this but when a customer returns they will happly accept a delivery without any proof.
Has anyone ever went after My Hermes for a similar situation.
