Royal mail investigating lost claims

[barubs]

I had made several claims for lost items as the parcels were not delivered. Now royal mail has contacted me and said they have passed the existing claims to a specialist team to do an entry because the volume is uncommon. I think I've submitted maybe 7 or 8 claims. They have asked if I've heard from recipients that they have not received the items and they require additional information if I have heard from them. They've said until I respond all claims are on hold.

Can someone advise on what to do? I don't want to get involved in an enquiry because I haven't kept record of every item and also I don't know what this involves. Would it be best to just close the claims?

Has anyone else received anything like this?

 

[wayzgoose]

I haven't kept record of every item

I would think it's hard to make claims if you haven't got the paperwork to back them up!

 

[barubs]

I would think it's hard to make claims if you haven't got the paperwork to back them up!

I mean after I submitted the claim I think I've thrown some of the receipts away

 

[finleydesign]

What sort of numbers are we talking? if you've sent out 10,000 then maybe reasonable, but why so many claims??

 

[barubs]

What sort of numbers are we talking? if you've sent out 10,000 then maybe reasonable, but why so many claims??

Over the last few months I think they've added up to about 8. I send over 200 parcels every month and I think it's about 2 to 3 per month which are lost

 

[WaveJumper]

If you are doing that much business I can’t believe your not keeping records, as above you can hardly expect to make claims if you cant back them up with the paper work . How are you reconciling your postage to your overall accounts

 

[DontAsk]

I mean after I submitted the claim I think I've thrown some of the receipts away

What happens when your accountant wants to see them at the end of year?

 

[WaveJumper]

What happens when your accountant wants to see them at the end of year?

They get lost in the post

 

[ecommerce84]

Personally I think that Royal Mail has gone down hill to the point that I wouldn’t recommend them unless you are using Tracked 24/48 or Special delivery.

 

[14Steve14]

We put in several claims a month to Royal Mail and have never had a problem. Most parcels are genuinely lost and are in the RM system somewhere. The customer has not received them and tracking shows a non delivery. Fill out the online form, copy and upload all the relevant paperwork, including copies of purchase receipts for the products and proof of postage and generally you will hear back in a few weeks with a cheque.

We also claim for services paid for that have not been received such as when a signature is required and nothing is obtained including no photo or proof of delivery. Again in a few weeks a cheque or book of stamps arrive.

We recently contacted RM customer services because a parcel tracking shows that it is being scanned daily in the Leeds MC and there it stays. Its been about two weeks now. Customer services just said to put in a claim for a lost parcel, even though it isn't lost. A few weeks later a cheque turned up. The parcel is still being scanned at Leeds but occasionally it moves to another depot but always end back at Leeds.

It's no wonder RM are loosing money. If I was a large business sending out thousands of parcels you could probably pay someone wages just to make all the claims.