Royal Mail parcel delivered to Collect+
We’ve just got a message from a buyer saying they hadn’t received their item.
The buyer ordered on Monday and the item was shipped the same day by first class post. The address given by the buyer was automatically imported into Click & Drop. I never amend anything in C&D unless something is obviously wrong or the entire address is on one line.
The buyer is very disappointed because she needed it for today! The Collect+ location doesn’t accept parcels from RM.
The address given by the buyer didn’t show that it was a Shell station or a Collect+ location. The 3rd line has a code on it. I had no way of knowing it was Collect+ or that they wouldn’t accept RM parcels. The batteries were flat in my crystal ball.
2D Tracking shows it was delivered. I’m not sure what to say to the buyer. Will Collect+ return to sender? This is a new one 
5 replies
Seller_jjQ4dQOPjTmqs
Ring the Shell station and ask them what they’ve done with it.
Seller_saK5Ah2SaNYjL
I tried that but they said Collect+ is nothing to do with them, they just lease the locker area to Collect+. They say they don’t accept parcels for Collect+.
Seller_RubEetLtJzN3v
It is buyers responsibility to provide correct delivery address. If you have shipped to address provided and tracking shows as delivered then you successfully fulfilled this order. If buyer claims that they have not received their order, they will have to disprove tracking information. I would advise them, that you shipped to the address provided, tracking is showing as delivered and verified by Royal Mail and this is the information you will go by… But decision on how you will deal with this is yours.
Seller_2BrPSydGy6oyq
Collect+ will not be involved, RM will have just scanned the parcel and handed over with all other post to the Shell station and they will have it, their CCTV instore will identify which staff member accepted the post, but really should return as not at this address.
You can only confirm to the buyer the address they provided and tracking shows it was delivered to that address, suggest they contact the Shell Manager to recover the package?
