Royal mail investigates for missing parcels - RM letters to customers

[unique27]

Hi everyone

Hope all is well. I've been selling online from the last 25 years on different platforms including ebay.
From the last 3 months, I've been receiving extraordinary number of customers claims for missing items. So I guess I made around 20-25 royal mail claims. As we all aware, we cant wait till royal mail investigation so as a reputated business seller I always offer a full refund or a replacement to the claimant.

Now since I made the claims with Royal mail, they have asked me different supporting docs which included, statement of customer asking for missing item, proof of my purchase price. Then they asked for the payment proof of purchasing goods. After submitting all the evidences, they have now written to my customers.

I do get many repeat customers just because of my quality, price and customer service. When I received emails from a few customers yesterday telling me about receiving an investigation letter from Royal mail it was quite embarrassing for me. I rang Royal mail just to ask them why they are writing letters after gathering all the evidences from me. I was been told that my claims have been sent to their security dept for fraud interrogation! Absolutely ridiculous statement!

One of the Customer was asking me why has he been dragged into this? I'm feeling a risk of losing my repeat customers after these letters.

The Royal mail should fix their system so they can prove their deliveries rather than ruining our business on the name of fraud! People aren't comfortable to get involved into their investigation mess.

So my questions, is this normal kind of thing to happen? I'm more concerned for those who have received the replacements rather than a refund. So if they don't mention about replacement will I lose my claim? I think there is a chance of few customers who won't answer so will those affect my investigation? Can RM accuse me even after providing all the supporting documents? I'm happy to challenge so what will be my options? Is it worth to challenge as most of the claims are for under 20 quid...

Just to add, after receiving notice from ebay twice for high number of claims within a specific time-frame we have now switched to Yodel with a better hope. So far it's going good but we are in stress due to Royal mail's action.

I shall look forward to hear any experiences...

Many thanks

 

[JEREMY HAWKE]

This is not normal the contract is between you and them and any questions to your customers
RM forget that they have competitors who can bring a better service to the market than them So I would look at what UPS and fedex can offer you or even Everi because they wont be any worse

 

[unique27]

This is not normal the contract is between you and them and any questions to your customers
RM forget that they have competitors who can bring a better service to the market than them So I would look at what UPS and fedex can offer you or even Everi because they wont be any worse

Thanks for the advice. However UPS and fedex are definitely far more better than RM. However their prices aren't feasible for us. We offer a free delivery to our customers that's why we switched to Yodel but will definitely try Evri too.

Today one more customer has contacted us in regards to the RM letter which obviously isn't making a good reputation of ours as a business. He contacted us to ask for ebay id as he wants to put on the RM investigation form. Extremely embarrassing situation as a brand! Worrying and embarrassing situation.

For the sake of 20-25 missing parcels, we have created a big risk of losing our repeat customers just because of RM investigation.

We regret we should have left using RM months ago like other businesses. Thanks

 

[IanSuth]

I would contact RM and demand a face to fame meeting on your premises with their fraud team and if they refuse demand they stop harassing your customers with whom they have no business relationship.

Also in light of current news stories re RM and i t being election year I would contact your local MP with the details

 

[JEREMY HAWKE]

I would contact RM and demand a face to fame meeting on your premises with their fraud team and if they refuse demand they stop harassing your customers with whom they have no business relationship.

Also in light of current news stories re RM and i t being election year I would contact your local MP with the details

I recon this idea is a mad as F££K but it is a really good point it is harassment but this is the RM and you can already predict their reply " Its not harassment as your customers are not complaining directly to us"
One thing about the RM boys and girls we know now is that they are the most predictable organisation the country

 

[Paul Kelly ICHYB]

How are you sending your parcel? Do you get POD?

 

[unique27]

How are you sending your parcel? Do you get POD?

Yes Paul... we always use the service with proof of delivery. The missing parcels aren't even showing any delivery status. They still showing that the status will be updated once we attempt to deliver.

Most of customers have already got their replacements or a full refund. On the other hand its been more than 4 months Royal mail isn't coming to their final conclusion.

Surprisingly they even asked me to upload my buying invoice which I provided them. Later they asked to send them the proof of payment against those invoices. I provided those too. And now they are writing letters.

Thanks

 

[Paul Kelly ICHYB]

Do you have relevant insurance?

If RM cannot provide POD, there is no reason they should be asking you to supply these details!

 

[unique27]

Do you have relevant insurance?

If RM cannot provide POD, there is no reason they should be asking you to supply these details!

No we don't have any insurance which covers post loss I'm afraid.

They always gave me 5 days to upload the required docs. Also the message says if we don't receive within 5 days we will close the claim automatically. Royal mail really did mentally torture to me

 

[Paul Kelly ICHYB]

No we don't have any insurance which covers post loss I'm afraid.

Maybe transit insurance is worth looking at!

 

[DontAsk]

Surprisingly they even asked me to upload my buying invoice which I provided them.

That's should not be a surprise, they need that to determine the payout as they only refund the cost to you, not the sale price.

They always gave me 5 days to upload the required docs. Also the message says if we don't receive within 5 days we will close the claim automatically. Royal mail really did mentally torture to me

I am confused by that. Whenever I have made a claim from RM, I was required to upload the supporting docs at the same time as submitting the claim.

 

[barubs]

Hi just wondering what the outcome of this was.

 

[Alessomail]

Yes Paul... we always use the service with proof of delivery. The missing parcels aren't even showing any delivery status. They still showing that the status will be updated once we attempt to deliver.

Most of customers have already got their replacements or a full refund. On the other hand its been more than 4 months Royal mail isn't coming to their final conclusion.

Surprisingly they even asked me to upload my buying invoice which I provided them. Later they asked to send them the proof of payment against those invoices. I provided those too. And now they are writing letters.

Thanks

Can I please get if you solved this? Finding myself in a similar position now

 

[unique27]

Can I please get if you solved this? Finding myself in a similar position now

Still no outcome... no claim been received. I've tried to get an update probably couple of times and they always reply "we're investigating and someone will get back to you". I'm not using RM anymore and trust me my customers are getting proper deliveries since I'm using other couriers. Thankyou

 

[MeAndMyAi]

Not sure of the size or worth of the things you ship are, but Yodel have a shocking reputation. I used DPD when in the UK for everything (mostly print orders) as they just do it right. No missed deliveries as they alert an hour before arrival (after already SMS'ing clients, usually the day before or at dispatch).

Plus I wouldn't be comfortable ever sharing a customers details, huge Data Protection booboo that is. Had this with banks and allsorts before and when I point out that they are asking me to breach data protection laws, they soon cave.