RM24/48 Un-Scanned Postage Cost Claim
I have for years attempted to try and claim back postage from Royal Mail for un-scanned RM 24/48 CRL orders. I have for years been told by our account manager this cannot be done. I have for years over and over been referred to the terms and conditions which say delivery confirmation is not guaranteed.
I have tried to use the online claims form - which has physically not allowed me to claim anything for an un-scanned CRL order as ‘lost’.
I have just tried again and the online form, instead of telling me I cannot claim when I entered the details, has instead said something along the lines of ‘can only claim for lost postage costs’. Whilst the claim is being processed and has not yet been credited back to us yet, I have successfully submitted, at least, a claim for ‘lost’ RM 24/48 orders which had no delivery scan, for the cost of the postage.
We literally have hundreds, maybe thousands, of these so if successful I will be claiming for all of them. With ongoing strikes and the ‘battle’ with the union, I can only come to my own conclusions as to why postal workers not scanning CRL orders at the point of delivery now seems to be claimable for postal costs compensation …but it does seem that they are now accepting these claims.
0 replies
Seller_ANpkhFl1uuWCA
Good luck! I hope you can at least claim back all the postal costs for every RM 24/48 you’ve sent.
Seller_ae51e0CJoHqCX
I have successfully submitted claims for CRL in the past but have never had a single one granted. I hope it does go through but I don’t think Royal Mail will do anything about CRLs as they claim this is part of choosing a discounted service. If you want to claim then choose the bpl option.
Royal Mail are now in it deep as in the past despite all of their short comings, Royal Mail was a decent priced reliable service so there was still a lot of good faith between them and the customer. Now this is Waring thin and the goodwill has gone out of the window.
I think when this situation finally irons itself out, Royal Mail will have to come up with ways to try and salvage this goodwill so perhaps becoming more customer centric rather than being driven with internal politics maybe a start, but who knows.
Seller_uBuqlxbTdzcn2
And if Joe Bloggs wasn’t able to buy the tracked postage at 2.85 or 3.95 on the retail site I bet our tracked parcels would have gone through fine. There are so many businesses that do not have a business account that used the service, and fair play to them too, but this was just a business service when it was first introduced so every parcel really has been treated the same. I have loads stuck that I sent on 5th/6th December and they are not scanned anywhere. People think I haven’t sent them. I closed etsy and ebay on 1st December and just have amazon open with tracked 24 postage only.
I feel Royal Mail have done us all over good and proper, and the CEO, well how the hell does this affect him, i doubt he gives a monkeys.
Seller_Zm6mSLypM9kp8
EVRI pushed RM to offer that Tracked 24/48 offer as they publish the pricing structure right on their website comparing EVRI with RM. It is more like a Price Match thing between Retail stores but for postal companies.
Only Tracked service is comparable to EVRI with 2-3 days delivery and fully tracked but offers better compensation of up to £100 than £20 for EVRI so it was clearly an attempt by RM to lure more customers towards its parcel part of the business and compete with the likes of EVRI/Yodel etc.
This deal obviously didn’t go well with business sellers who are paying more than £2.85 for T48 or £3.95 for T24 with their business account but RM could argue that businesses had fared well than public over the years so shouldn’t mind if they pay more for a month or two.
Seller_3TuKPsB3ieWKC
We have also been told this since the RM24/48 services were introduced. On 21st October this year in response to an item not received claim from Royal Mail we got this response,
'Every item of mail is important to us and we pride ourselves on high levels of service, so I’m very sorry we appear to have let you down on this occasion.
Royal Mail 24® and Royal Mail 48® items aren’t tracked through our network so unfortunately, I can’t explain why your item hasn’t arrived. I’m really sorry, as more than 10 working days have passed since the due delivery date, we would now consider the item to be lost. I’d advise you to submit a claim for the loss of the item.
I must advise that Royal Mail 24® and Royal Mail 48® services do not provide any compensation cover, so we are unable to offer any recompense for the value of the contents. However a claim can be made for a refund of the postage via our website’
We have since then submitted over 40 claims (international as well as domestic) and except for 2 which were delivered between the claims being submitted and settled, all have been granted, for the postage cost only. Our claims were all for packages reported not received by customers, rather than un scanned packages.
Seller_XrsxyuONn8r2w
we are going to ‘invoice’ Royal Mail and Evri for all the ‘lost’ orders that A-Z claims have been made on and then when they ignore/refuse to pay, which they will! we are going to issue a court claim, which they can not ignore.
almost certain not to win but it’s time we took a stand! they can not hide behind T&C’s that are clearly unfair and unjust. Maybe a court case is needed to change that?
Seller_uP9LqiYV3yKFy
I have considered this too, same argument, no terms being presented to state one way or another, along with other aspects of how royal mail operates compared to the terms and conditions
Maybe a super complaint is needed with rm and other couriers in how they work
Seller_AeSYBToQ271lM
Just another bit of information to add. For the last 1-2 months I’ve been purchasing Tracked 24/48 through the joe public site and getting a pickup from my business address. The postie who delivers (who is the one who picks up the joe public tracked from me) turned up at the same time as the guy who collects my business collection from me one day and asked me why I wasn’t sending through my business collection… told him straight what the situation was, couldn’t believe it, thought I was wrong, told him I wasn’t. Also when these get collected, he picks up from me by hand, no sacks etc, gets in the van and has to scan them to say he’s picked them up so they all have a scan shown on the tracking to prove they’ve left me.
I am not a big fan of the union but it’s these bits of information that I would welcome they get hold of and make public.