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Returns sent with not enough postage

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What do other people do about this.

We get the bit of card from the post office - pay money plus a £1 handling fee and then - we get it - time and cost to us.

I was wondering to just leave it and let the items get returned to sender.
 
Page said:
What do other people do about this.

We get the bit of card from the post office - pay money plus a £1 handling fee and then - we get it - time and cost to us.

I was wondering to just leave it and let the items get returned to sender.
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The main problem that we find is that we need the items!

Unfortunately, unless you send out pre-paid return envelopes people will continue to put the incorrect postage on.

Have to say the the £1 handing fee that Royal Mail charge is excessive.
 
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I had an item of post like this a couple of weeks ago. I went to the PO and they got the envelope, A4 with company address on, no indication of the sender. Having no idea what it may be I coughed up the £1.30 ish opened it and it was just some advertising from a supplier, not happy!

They had just used a large letter stamp but it had gone into the next weight up.

You can go to the PO, and look at the envelope before deciding to accept it or not.

If it's a return best to accept it and move on, DSR would say even if you leave it and it gets sent back and they have to resend etc you can't delay the refund more than 30 days. Also if they haven't put a return address it will just get scrapped and you will still have to refund,
 
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I would just collect the post and then when you issue a refund, refund them MINUS the postage charge you have had to pay. Simple really.
 
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We don't collect them anymore, they go back to whoever sent them & usually resend them. We do ask customers to send items back recorded delivery or with proof of sending so they have to use the correct fee at the counter.

We did have an issue some months back that we received alot of junk with no postage at all. The info in the large envelopes was obviously just junk mail that had gone through somebodies door & I think they were purposely sending us the junk to cost us £1.30 per time. they couldn't have been that bright as they left their name & address on some of the mail.


G
 
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I'd be really peed off as a customer to receive a refund, minus the postage. It doesn't happen to us very often (and if it did then I guess I'd have to review) but I just swallow it and consider it all part of good customer service.
 
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zoewin said:
I'd be really peed off as a customer to receive a refund, minus the postage. It doesn't happen to us very often (and if it did then I guess I'd have to review) but I just swallow it and consider it all part of good customer service.
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I don't think so. Some even confess to having put it in the post box without knowing how much to pay and are happy for the deductions to be made. No-one pays the wrong amount of postage by accident!
 
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We went through a spate of this some time back so we made the decision to not collect it and pay the excess. We have taken the view that if it is genuine then it will teach the person, whoever that might be, a bit of a lesson and they will, of course, resend it if it's important. And if it's just junk, well so be it.

I don't think this is bad customer service....from that point of view we bend over backwards..it's more about common sense really. As a business we manage to send all of our parcels and mail with the correct postage on and as a private individual I manage to send my own mail with the correct postage on....it's not exactly rocket science after all.

Then again, it never ceases to amaze me the number of people who apparently don't know their own address... but that's another story entirely! :)
 
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We tend to leave them as well now - don't get very many now we have stopped doing ebay and it's usually junk anyway.

It's not just the £1 excess charge, its sending someone to the RM Office, finding a parking space......
 
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Alicatt said:
We tend to leave them as well now - don't get very many now we have stopped doing ebay and it's usually junk anyway.

It's not just the £1 excess charge, its sending someone to the RM Office, finding a parking space......
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You can just shove stamps on the card they give you and put that in the post box and hey presto it turns up none of that going to the RM office lark.

Pleased to see a few others have said stuff it.

I shall try and monitor what is coming in like that - then monitor what happens when we no longer collect them and the kick on hassle with customer support - which might be an even bigger cost.
 
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We've had a few like that come through but as Michelle said what we do is issue the refund minus the costs of what we had to pay to collect it. We do have this stated on our returns form and always email the customer to let them know they didn't put enough return postage on and it is being deducted from their refund.
Haven't had any complaints about it before.

One expensive (for the customer) problem before has been where a customer from overseas has sent a order back for for refund and sent it via courier and not put "returned goods" on the paperwork so we've been charged import duty and VAT for a return as the customs people think that we are buying the goods not the other way around but again it's all on our returns form what and what not to do so if that happens it all gets deducted from the refund.
 
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we had a letter to us undelivered the other day because there was insufficient postage paid for a large letter.

we paid the £1.10 extra postage online and when the letter arrived it was someone's cv that they were sending us in a large envelope with just a normal stamp. not the best way to make an impression when sending in your cv :)

regards

Tom
 
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