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Advice Needed Please!

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keljane1980

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Feb 22, 2010
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Hi all,

Your advice please -

I have just set up my own online maternity business, I sold my first product last wed and sent the item on Thursday. However, I only sent it FIRST CLASS, not recorded.

A week has passed and she is claiming that she has not received it yet. I was freaking out, so I said that I would send another - recorded!

I left it until today, and she still states no delivery of item. I really don't know what to do, as I feel she has the item and there is no way of checking if this item has been received.

Should I send her another bag, on the trusting that she will return one, or give her her money back - (as i think she will keep it, if i do this)!!

I have looked on the post offcie website and trading standards.

I have done everything correctly, apart from send it recorded. Which i have now learned from this.

What should I do??? Please someone help! (I think i am going to be out of pocket either way!)

Cheers Kelly

Mummy K Maternity
 
Hi, I think on this you will have to accept that you will have to either send another one or offer a refund and put it down to experience! Unfortunatley we all make mistakes but the main thing is we learn from them. Have you thought about opening an account with a courier like Parcelforce as you get a signiture with all of them plus insurance, if your interested I have a contact that you can use just pm me and i will forward you the details.

Good luck with your busines and dont beat yourself up too much, just put it down to experience, learn from it and move on.

Jessica
 
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Maternity products..!!! Im glad thats all over now they just want Ipods and cars :eek:

Always ensure that the RM or courier delivering your products gets a signature.By signature I mean signature with the person name clearly printed with the time and date..

If the goods are missing and you have a signature the situation normally becomes simple enough to resolve.
 
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Take this one on the chin and ensure that in future you send all products recorded.

At least it was not an order for 5k or even more

Dave
 
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Hi thanks for that - much appreciated! I am gutted! The bags are worth £90!

No did not send it recorded so no tracking number - just a receipt! I have to wait 21 days to put a claim in!

I think i will send her anohter bag on the trusting that she sends one back - if it ever arrives!! mmmm!

Typical - first ever delivery and I get scanked!
 
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if it's only in the normal post, can't you only claim a small amount? anything of any value really needs to go special delivery if you're using royal mail doesn't it?

not a great 1st selling experience, but at least it wasn't a huge value. you never know, it might just turn up! :)
 
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Most of us independant couriers are expensive (I have grown up kids you know !!). However if you check Boxbys site (member here) you may find their parcel delivery services more suitable to your business .I think you might be better off using boxby as your products appear to be hitting the £100.00 mark.Good luck
 
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Don't use recorded, it is completely pointless. You pay more, but gain nothing. Others will disagree with this, but only because their skills in mathematics are poor.

You will lose a % of all parcels you send out. You need to factor this into your business model. It sucks that you ad this happen on your first one, but it's no biggie, you need to just resolve and move on.

You need to define a procedure which you follow - which includes asking the customer to wait for x days before expecting a replacement (remember to include this in your terms). That number of days is up to you, but for RM First Class 10-15 working days is common and reasonable.
 
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I agree entirely with Sysops.

We currently have less than 1% of parcels go missing and for the extra that it would cost us to send them by recorded, it's not cost effective.

You also need to think that even if it goes recorded, you have no proof of who actually signed for it. So, in the yes of the RM, it was delivered even if not to the right person. Furthermore, it then invalidates the compensation scheme as the parcel has been "delivered."

Stick with first class or Special if it's of high value.

Mister B
 
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ohhhhh you are all good on this forum!!

I agree - i am going to rewrite my terms and conditions - this instant!!

Some people though - out for all they can get! I am so angry and disheartened!

Thanks everyone for your help in this matter x
 
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keljane1980 said:
Hi thanks for that - much appreciated! I am gutted! The bags are worth £90!
Click to expand...

We have a policy of using signed for / courier for all orders over a certain value. Anything under that value goes standard 1st class and like you, we've had to take a few on the chin but the overall cost savings of not sending everything recorded is well worth it.
 
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sysops said:
Don't use recorded, it is completely pointless. You pay more, but gain nothing. Others will disagree with this, but only because their skills in mathematics are poor..
Click to expand...

Surely it depends on what market you are selling into? I know with absolute certainty that we get more 'trying it on' in our sports market than we used to get when selling aromatherapy products!

The signed for aspect deters the casual cheeky chap from phoning up and saying he's not received anything...
 
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quikshop said:
Surely it depends on what market you are selling into? I know with absolute certainty that we get more 'trying it on' in our sports market than we used to get when selling aromatherapy products!

The signed for aspect deters the casual cheeky chap from phoning up and saying he's not received anything...
Click to expand...

I do understand your point, but I don't think recorded is worth it in any market - if it's valuable (you decide what that means), then you need to courier it or use Special Delivery.

The additional cost of recorded is never recouped in lower loss claims or in refunds from RM.
 
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I have always used good old royal mail 1st class and have had very few problems. I only used recorded or special if the order value is very high. What a shame you had such a bad experience with your first order, I'm sure things will get better, don't let it get you down!
 
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