'Lost' in transit.

[Deleted member 136029]

Has anyone else had a sudden increase in the number of customers claiming their orders haven't arrived? There's no apparent pattern in the destinations, postage methods or anything else I can figure out.

Also, what is your response to customer claims that an order hasn't arrived? I always refund in full once the official Royal Mail deadline passes, but given the increase in claims and change in RM PPI terms & conditions, is leaving me well out of pocket. I'm interested to hear what others do and know whether there's a proper legal response to this one.

 

[alanc]

Hadn't noticed any particular increase. We always replace or refund. Under the DSRs (and probably basic contract law) you can't pass the responsibility on to the customer.

Some companies get the customer to fill in an official-looking form stating that the item was not received by them, and the company won't pay a refund with it. This seems to flush out some lost parcels.

change in RM PPI terms & conditions

I hadn't noticed anything changing about RM's handling of claims. Have I missed something here?

 

[Deleted member 136029]

Thanks Alan.

Royal Mail changed their compensation arrangements in January, so non tracked account mail is no longer eligible. Text from their Compensation Policy page: (I'm not allowed to post links yet)
"Royal Mail’s retail policy excludes items posted on account which are subject to separate terms for loss, damage and delay compensation. In particular, from 9th January 2012, untracked items posted on account are not eligible for loss or damage compensation. Royal Mail has a separate Bulk Mail Compensation Scheme for delay to Bulk Mail products posted on account."

 

[a1anm]

We haven't noticed an increase. In general we don't get very many lost packages (touch wood!).

We send all our mail recorded and issue a refund once the deadline passes for anything that goes astray.

 

[profscooter]

I've got an odd one in progress at the moment where a courier delivered two parcels to one address, one of them wrongly, and it is proving very hard to get a refund as the collecting driver didn't leave a receipt (this particular service never does) and the courier has been unable to retrieve the parcel. If they send me round in circles much more I think I will have to report it as a theft or fraud. I've also seen an increase in failed collections as well, booking a collection and the van not even turning up. Apart from UPS who always seem reliable (around here anyway) I get the impression couriers generally are starting to lose the plot.

 

[alanc]

On the RM policy changes: the leaflet I got says that they are only removing compensation for delay from certain services.

 

[KidsBeeHappy]

Some companies get the customer to fill in an official-looking form stating that the item was not received by them, and the company won't pay a refund with it. This seems to flush out some lost parcels.

We used to do this. We also mentioned that our insurance companies required us to report losses over a certain value to the police. At the same, "give the customer a get out of jail free card" suggest they talk to other family members that perhaps took delivery of a parcel, but forgot to mention it to you etc. So that they can "suddenly find it" without loosing face.

Many customers see this type of thing as a victimless crime, so it does no harm to use words like stolen etc to reinforce that it does all have a cost.

 

[tony84]

When we had an online shop all items went recorded delivery.

Occasioanlly we wold get the odd request to leave it in a porch...the 1 occasion we did this the item went missing. Never did it again, we alwas told people we can post to works addresses, friends, family or RM would leave a calling card and they can pick it up from their nearrest sorting office - we never lost a single when we spoke to people about the options.
We may have lost orders by people who didnt want to discuss it but as far as im concerned its not worth the hassles that go along with not doing recorded devliery.

 

[mailboxexpress]

Consider switching to a next day courier service.

You may have to pay more than the rates you are getting at the Royal Mail but at least you will be covered, get a better service and have less packages damages and losses.



POD, timed delivery options, online booking have you looked into it?

 

[Deleted member 136029]

Thanks for all the responses, the official form is a great idea, and I'll look into courier services. Everything used to go Recorded Delivery until about a year ago, when we moved to free P&P. Once you go there, it's very difficult to go back to charging for P&P, and so significantly increasing postal costs would hurt.

 

[GBIMPORTEXPORTRETAIL]

Consider switching to a next day courier service.

You may have to pay more than the rates you are getting at the Royal Mail but at least you will be covered, get a better service and have less packages damages and losses.



POD, timed delivery options, online booking have you looked into it?

I suppose some recommendations for courier services would be appreciated. I would also like to know some for one of my 'projects.'