Package Not Collected from Royal Mail
I’ve had a buyer claim INR on 19th Jan, I informed him that he had been left a card by Royal Mail as the package was sent signed for and asked him to collect it from his local sorting office, I also sent a screen shot taken from the Royal Mail website to substantiate this. This morning the package arrived back with me as it wasn’t collected. The buyer hasn’t messaged me since I informed him of it’s whereabouts so I presumed it had been collected. I’m reluctant to send it again fearing the same will happen. Advice please.
I have searched the forums for this situation but was unable to find an answer.
Thanks
Edited by: Blue Eyed Boy on Jan 26, 2018 12:44 PM
12 replies
Seller_ejwc84JNL5Uk6
Simply refund his order in full and politely tell him to re-order if still required.
If you try to ask him first if he wants you to re-send (and you’ll be out of pocket further),you run the risk of no reply again and then deciding what best to do - meanwhile he may (just may) open an A-Z for non-receipt as he may not be getting your various emails.
Seller_72Sy9T6sEfmjl
It’s happened to me a few times hen I send signed for.
Don’t assume the the Royal Mail post person has left a card. It’s quite often not left. And parcels sit in the sorting office for collection.
I just refund the money when the item comes back and the person needs to re-order.
Seller_Rds42gzScDQFa
Thank you for your reply. Do your metrics take a hit if you refund under such circumstances?
Seller_2MDS66zdjPMUU
It is a common problem. Where its INR and/or we suspect it is waiting for collection we send the buyer a polite message with the RM link to book a redelivery
https://www.royalmail.com/personal/receiving-mail/redelivery
It is surprising how many customers do not know they can do this on line and are very happy to avoid a visit to the Post Office ! Solves the problem most times.
Seller_DROodOAYHftnc
Yes, as the other replies say, be sure to tell them that it has been returned to you as it was not collected from their delivery office or a more convenient day arranged for re-delivery.
Tell them you have refunded them and if they still want the item to re-order.
I usually give them the link, so that they don’t end up ordering from someone else !!
Seller_Rds42gzScDQFa
I noticed there was a label on the back of the returned package with a code and a persons name.
