Royal mail 48. Delivered, not delivered
Royal Mail tracking say they’ve been delivered but customers claiming that they haven’t. I’m getting more of these. Is anyone else having the same problem and do you resend the order?
12 replies
Seller_BnqfOH5ahn4zV
Re-confirm consignment details and delivery status including tracking number.
Most customers will leave it at that. In our experience, 99% are just trying it on !
Just looking for a refund or free replacement.
Seller_DROodOAYHftnc
Absolutely not, until you are absolutely sure they have not received it
Give the customer all the shipment and delivery details - when shipped, delivery date and time, tracking etc, and if they still insist they have not received it say you will need to ask RM to investigate.
You will probably not hear again.
Do not just resend, tell them to re-order if they still want the item,
Seller_rGtEcZnu0JTRD
This is fairly easily checked - call your account manager and ask for the GPS to be checked, they normally do this pretty much instantly, and can advise if it was correct address, they class anything outside of 100 feet as a non-conforming delivery, and if so, then you can claim compensation up to 100.00.
To be fair to some customers, 75% of ones we ask Royal Mail to check are indeed delivered to the wrong address, never automatically assume customer is trying it on, as we find Royal Mail are proving a lot less reliable since the strikes started a few weeks back.
Seller_B4VbHpnDLDLAU
we are getting more and more, but what we have found is as soon as a buyer gets the ping item delivered and its not in their hands they go into a blind panic of where it is etc and forget to actually check who was in, safe places of colleagues who would have it.
but 100% we have seen an increase on claims of non delivery which ties in with the cost of living.
Seller_xUKHc5xSYJmI4
You could always drop Royal Mail an email ask them for further information? On rare occasions they do deliver to the wrong address.
Seller_yUp0QRI4hMCX1
Just a follow up on the original post:
I sent this:
Here’s the details from Royal Mail tracking page - “”""""
We’ve been advised by our account manager to not resend any items as these are all now referred onward to be looked at (see below what he sent me).
I’ll let you know when they get back to me on this.
‘With the increase of online sales in the recent years all deliveries marked ‘items missing but marked tracked delivered’ cases are reported to the following Hermes, Amazon and Amazon Fraud, (this does not exclude any party the other parties see fit to involve at their own discretion) for full investigation. The police may also be involved if it is found that the delivery deliver’s scanner, tracker and camera found it has been delivered, this is at the courier’s discretion. As, after all, theft from an online shop is no different to theft from a physical one’
And got this back:
It’s all OK parcel delivered same day as I reported not having received it.
Thank you
