Royal mail special delivery delay claims
Hi there
Ive got a couple of instances recently where SD1’s have arrived a day late. Customers want a refund on the postage. Its been many years since I bothered asking RM for anything due it it being mega hassle… but in this case its easy to prove.
Ive taken a look on their site regards refunds but it keeps dragging me into the personal customer area opposed to business.
Does anyone know the correct way to claim for delayed mail? And also - should I expect a full refund of the cost paid for the SD1 or a partial one because it was delivered a day late?
Thank you
23 replies
Seller_xUKHc5xSYJmI4
Have you tried the Royal Mail online claim ? The claim process covers loss, missing items, damage and delay.
Seller_ILTNDCj7DXuua
Here’s the business claim links from Royal Mail
Seller_nRhZxElkqUPAM
Thank you.
Its about time Offcom were given some teeth and a mandate for them to auto refund us for all their shortcomings in the same manner as the surcharges have been implemented
Seller_xUKHc5xSYJmI4
We just follow the terms of the contract when registering a claim with Royal Mail. The terms of the forum is the seller cannot use hyperlinks so better to use the search engine to find Royal Mail claim online. Its always a good idea to check the Royal Mail website for any service related issues. The terms of the claim with vary depending on the which service was used.
Seller_nRhZxElkqUPAM
Thanks - thats done now. There is an online form that starts the process but then forces you to download a small spreadsheet thats compressed as a zip file… which you then complete with all the information that royal mail has already and then manually email.
Seller_bhSWqoVh7Pn98
Did you sell as a 1-day delivery?
Your stats still ok, as that will count against you.
We found costs more in time to claim for the few that are late. We also sell to Buyers as 2-day, but send 1-day, that way Buyers do not ask for refunds, as most items arrive in 2 days ok. Most Buyers happy if the item arrives in 1 day. It also means none count against you, as all track in 2 days ok, so Premium shipping then not removed from you
Seller_XrsxyuONn8r2w
did the customer paid directly for next day delivery? (ie: extra to the product price?)
Seller_W3X7ltbdEm2Dq
As BM5 says, use the online one, RM business customer service will email a link to you if you contact them.
I did a claim a few weeks ago, I had 4 special deliveries in one mail bag, and it got left at the local depot a day before processing, so they all arrived late.
It’s a guaranteed service, RM have no leg to stand on if they’re late, I got a full refund on all 4 within a week!
Seller_DfW8uPvBr2P3W
politely explain to the customer that the delay was out of your control
Seller_saK5Ah2SaNYjL
RM suspended guarantees at the start of the pandemic. It seems they have implemented them again now. However, if you read the small print there are postcode areas where they do not guarantee next day delivery.
We turned off One-Day Premium Shipping and now use Two-Day Premium Shipping when using SD. It was just too unreliable.
https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm
