Royal Mail claiming for lost post on account

Discussion in 'Websites & Ecommerce' started by danny156, Aug 17, 2017.

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  1. danny156

    danny156 UKBF Regular Free Member

    140 5

    We have been on royal mail account for the past 5 years or so and only get about 1% of lost post so we always felt the admin involved in claiming wasn't worth the cost so we just built it into the price at a few pence extra per unit meaning we were covered

    However recently we have started to do more international and our lost post rate has started to climb slightly hence we are revisiting it and whether we should start claiming

    Has anyone gone through the procedure of claiming with royal mail on an account with collection
    (I know its very different to if sent via PO)
    Have you had much success at getting all claims accepted by them and what kind of proof documentation have you used for valuation of the goods?

    Or has anyone tried it and accepted it is too much hassle to claim so not worth it?

    Any comments related would be appreciated

    Posted: Aug 17, 2017 By: danny156 Member since: Jan 11, 2011
  2. pelparc

    pelparc UKBF Regular Free Member

    265 34
    Unless you have sent the items using a special service e.g. Special delivery, Tracked or International Signed for you can not claim for lost or damaged parcels if you have a business account.
    It can be quite a pain in claiming. You have to provide a copy of the product invoice to prove the cost of the lost items. I am not sure exactly how you claim for a international parcel (i seem to recall a link on the tracking system or from you OBA) as we have never lost an international parcel.
    You 1% loss rate seems extremely high, i would suggest checking your customers are giving you their correct address (sounds stupid but you will be surprised how many put in the wrong postcode) or you are dealing with dodgy customers. Our loss rate is about 1 in 10,000 parcels. There are a few parcels that don't turn up at the customers address but they eventually come back to us.
    Posted: Aug 17, 2017 By: pelparc Member since: Apr 10, 2017
  3. DontAsk

    DontAsk UKBF Ace Free Member

    1,955 316
    Agreed. At least an order of magnitude too high, including international.

    I guess it depends on the customer base. Mine are generally honest as a group.
    Posted: Aug 17, 2017 By: DontAsk Member since: Jan 7, 2015
  4. Scottishgifts4u

    Scottishgifts4u UKBF Regular Free Member

    148 48
    One of the reasons we use Royal Mail is the reliability. I can count on the fingers of one hand the orders we have lost and the majority of there were overseas.

    To be honest as I mostly deal in low value orders (£10- £30) I just suck up the losses as you will only get cost value back anyway.
    Posted: Aug 17, 2017 By: Scottishgifts4u Member since: Jul 6, 2017
  5. KevinRockett

    KevinRockett UKBF Regular Free Member

    128 12
    I have heard many times of UK online sellers like yourself who accept 1% lost mail with RM, price in the lost cost to them in margins and move on.

    But is this acceptable to the seller and the buyer?

    For the seller over and above the financial loss there is the admin of dealing with the customer reporting the delay/loss and of course the bigger issue of the adverse impact on seller performance metrics at Amazon/eBay etc

    For the buyer - simple, a lost customer and no chance of repeat business.

    Before privatisation RM had overseas lost post stats even higher than the figure currently frequently quoted at 1% but the view then was that there was no other carriers at the price point of RM so lost mail was accepted back then as it still seems to be now.

    Tracked services have reduced in price over the years to become not much higher than standard untracked RM and a quick calculation of the cost to the seller of lost mail via RM versus the price of sending tracked becomes an interesting matter when all the other benefits of sending via tracked are taken into account over and above the pretty much zero lost rate of sending via tracked.

    I recommend to my online seller Clients a specialist tracked service to USA where rates start at £2.99 and lost rate is non-existent (in the rare case of delayed parcels (less than 1/4 of all tracked mail) a replacement can be send by next-day courier so that the loss rate is actually zero.

    If anyone is interested in reducing lost post rates down to zero and enjoying all the other benefits of a tracked service please PM me as you will probably be pleasantly surprised at how affordable it is.

    Posted: Aug 18, 2017 By: KevinRockett Member since: Jul 7, 2013
  6. DEFCON1

    DEFCON1 UKBF Regular Free Member

    111 13
    Request a bulk claim form from Royal Mail, it makes the process a lot quicker.
    Takes us about half an hour a month to put in all our claims.
    Although expect to wait a few weeks to get credited.
    BTW, you can claim for damaged goods as well as any missing, just need to include photos.
    Posted: Aug 19, 2017 By: DEFCON1 Member since: May 28, 2016
  7. Clinton

    Clinton UKBF Legend Free Member

    5,226 2,392
    You can always go to eBay to buy back your lost mail ;)
    Posted: Aug 19, 2017 By: Clinton Member since: Jan 17, 2010
  8. pelparc

    pelparc UKBF Regular Free Member

    265 34
    I was under the impression that you can no longer claim for loses or damage if you have a business account or has this changed again?
    Posted: Aug 22, 2017 By: pelparc Member since: Apr 10, 2017
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