Lost delivery - what's your procedure?

[Lucan Unlordly]

Four years to decide that it is missing
If it went missing then where do I start now

Tell him you need to sleep on it for a while

 

[Noob Business Girl]

I wont Ralph will

First we have to establish exactly why they did not report it when it did not arrive after a week
We will have an invoice if they are a customer

We have some things that have been hanging around for donkeys years These are blocked in by a massive long term storage job and the customer is stuck in Australia and I dont know when they will be back . I dont want to pull all this out until it is ready to be dispatched
I may have to get a gang together on a quiet day and pull everything out and see if we have an invisible bed

Any updates on this?

 

[JEREMY HAWKE]

Any updates on this?

It will be when the sun comes out

Our terms and conditions state that any lost freight must be reported with 7 days of the collection date (UNLESS OVERSEAS) or immediately on delivery /signing for the delivery
Not 4 years but we will apply some effort and if there is evidence of the transaction I am willing to put my hand in my pocket to keep the peace

 

[Noob Business Girl]

It will be when the sun comes out

Our terms and conditions state that any lost freight must be reported with 7 days of the collection date
Not 4 years but we will apply some effort and if there is evidence of the transaction I am willing to put my hand in my pocket to keep the peace

Did they respond back to your response?

 

[JEREMY HAWKE]

Did they respond back to your response?

Yes the email said see what you can do

I had actually forgotten about it until I read your post

 

[Noob Business Girl]

Yes the email said see what you can do

I had actually forgotten about it until I read your post

You know what they say. No news is good news.

 

[JEREMY HAWKE]

You know what they say. No news is good news.

As pointed out by the experts on here it is always very important to have good terms and conditions

 

[Trapbarn]

Ha d one with Hermes too and asked them to send photo of delivery spot. After repeated requests they eventually sent photo of parcel at someones front door inside a block of flats. Photo also show the lower part of a mans body. Pracel should have been delivered to an NMOT garage which has a a door marked "RECEPTION" and is open 6 days a week. They refunded but didnt go back and RTS
But the issue here is that the scroat who took delivery of it did not admit it wasnt for him.

 

[Kristal]

I had 6 claim cases over 2000 orders from June 2021 with Royal Mail but never heard from them after sending the evidence photos etc. I will resend the order if parcel does not show up by the customer door after 25 working days. All parcels with RM are using signed for and tracked service but 10% of signed for parcels don’t have the delivery confirmation.

 

[Trapbarn]

I guess it might depend on the value you are claiming for. My usual claim is under £20 which is their threshold. I used 2nd class parcels (BPL which is tracked at delivery)) and claim on-line after 10 business days. Not had one refused yet.
Possibly get one "lost" out of 300 despatches every month.
Signed for and fully tracked is an expense I do not want to absorb. BPL is fine especially since I placed an icon on the label saying TRACKED

 

[Marksw76]

Royal Mail once suggested to me, to have a policy where you only send replacements out for ‘lost’ stuff. Never refund. They claim it’s a way to discourage charlatans simply wanting free stuff. It does make sense but seems to be the opposite of what many on here say.

 

[japancool]

Royal Mail once suggested to me, to have a policy where you only send replacements out for ‘lost’ stuff. Never refund. They claim it’s a way to discourage charlatans simply wanting free stuff. It does make sense but seems to be the opposite of what many on here say.

Depends on your customer base. I have never had a claim for a lost item that was a customer chancing it - they always want a replacement item, or if it's damaged, I get the damaged item back. But the nature of the stuff I sell, most people don't want more than one of them, so there's no point asking for a replacement in order to get a second one.

 

[Marksw76]

Depends on your customer base. I have never had a claim for a lost item that was a customer chancing it - they always want a replacement item, or if it's damaged, I get the damaged item back. But the nature of the stuff I sell, most people don't want more than one of them, so there's no point asking for a replacement in order to get a second one.

Yes makes sense I guess thats why RM were suggesting a replacement over money back, and its probably a good way of assessing how genuine the customer is.

I think (from looking at what I think is your website - a guess! ) your target is very niche so I guess you might have a better standard of customer! We're going into the clothing sector (hence my question on the other thread re returns) so we're expecting it to be more of a snake pit in terms of customers/chancers! Needless to say we're preparing for the wild west!

 

[lesliedocherty]

My Strategy...is always delay remedial action (refund/resend) as long as I can - while still trying to keep the customer onboard

....why? Because most things do show up ...if I act too fast, the customer simply gets free stuff. - A lot of my customers have got free stuff due to a pesky bug going around & thereby causing havoc with delivery times.

Yes, 90% of missing parcels turn up, if you push the customer to check with neighbours or be patient as it will arrive.

 

[paulears]

RM signed for is OK when postmen are regular and remember you, because the depot manager says "12 weeks ago did you deliver a parcel to XXXXX?" the answer will be "probably", "possible as I delver there every day" or "no idea" - RM then contact you and tell you they have investigated and believe the parcel was delivered and are closing the case. As for the signature you paid for? It could be the customer, the postman, or a neighbour? For me, if the sales price is under £70, I risk RM unless it's a flat in London or Manchester or Birmingham, or the name seems wrong. Some things I sell are very much bought by fellas - so a lady purchaser is a bit unusual. Other items are bought by people for their boats. Somebody living in a hi-rise in a City deprived area is an unlikely boat owner - so it's down to risk. Clearly some ladies would have no problem climbing a ladder to fit an antenna, but I'd probably not risk an RM signed for delivery on it.

 

[Trapbarn]

Just had RM refund for the last two missing parcels i claimed for. They were sent BPL and the tracking did not show delivered. So they could not reject the claim. Looks like a fully automated system.

Still, RM are happy because since they introduced 2D barcodes on parcels, their claims have dropped by 80%. It's a win-win and maybe even a win-win-win if the buyer made a false claim.

 

[DontAsk]

My last two claims for failed overseas deliveries have resulted in the missing parcels being flushed out of the system.

 

[Trapbarn]

I would guess overseas deliveries are treated with less sympathy because RM is not handling them all the way and they can blame the other party.