Royal Mail Investigate delivered but cust claiming INR
I have had a few customers claim INR in the past when RM 2D barcode says delivered, they have usually worked themselves out without me contacting RM.
This time I have a customer which has messaged me 3 times asking when it will be delivered - they are obviously not receiving /ignoring my replies.
So I thought I had better get the GPS info etc from RM in anticipation of an A-Z. Who do I contact at RM to start the process?
I have an OBA business account. I have found the claim spreadsheet at https://business.help.royalmail.com/app/answers/detail/a_id/648 but I don’t want to claim, I just want RM to provide more info on the delivery.
Royal Mail Investigate delivered but cust claiming INR
I have had a few customers claim INR in the past when RM 2D barcode says delivered, they have usually worked themselves out without me contacting RM.
This time I have a customer which has messaged me 3 times asking when it will be delivered - they are obviously not receiving /ignoring my replies.
So I thought I had better get the GPS info etc from RM in anticipation of an A-Z. Who do I contact at RM to start the process?
I have an OBA business account. I have found the claim spreadsheet at https://business.help.royalmail.com/app/answers/detail/a_id/648 but I don’t want to claim, I just want RM to provide more info on the delivery.
0 replies
Seller_esvgLzKXw2YAl
Just give the business services a call.
You will find the phone number on the website.
Seller_X7fjKwx6FUUUZ
Be warned though, without a customers signature any A to Z case will go in buyers favour, even with GPS proof etc, Amazon will only accept signature from customer as a POD and even then it sometimes does the odd thing like refund them anyway!
Seller_sFEUMUfeW5484
Our experience of this is…We call the RM business line 08457-950950 and explain teh situation. They then contact the specific delivery office which opens a case. That delievry office then speak with the actual postman/woman, then feed that info back up. 48 hours later you call them back and get an update.
That update usually consists of the postman/woman not being able to remember the specific package, there is no GPS data available, sorry you can’t claim.
I have never had a positive outcome with this.
Seller_AkXWHZFYED7E0
OK, thanks all. I will give the business line a ring. At least I’ve tried then 
Seller_bhSWqoVh7Pn98
The Royal Mail 2D Barcode System is only supposed to inform scanned when delivered, no tracking, and also importantly no transit cover, so even if not delivered, or damaged, no claim can be made.
As you say as soon as the Buyer knows Royal Mail say delivered and a reference number, they check again, and never come back to you.
You can phone Royal Mail on 0845 7 950 950 - however, they usually now inform that they will not even raise with the Depot, sometimes they will though (they used to always investigate, they are told not to do so any more), but GPS tracking is only held for a few days, so you need to be fast.
Royal Mail really want you to upgrade to Tracked 48 and pay more (you then have fully tracked, transit cover and they will investigate as they have to pay a claim otherwise). You can then link this to Buy Shipping and Amazon accept far more if any claims (you have to set up with Royal Mail and Amazon).
I think a lot of Sellers will otherwise consider if it is worth a move to Hermes using Parcel2Go, as you can send a fully tracked 2Kg parcel with £20 transit cover for less money than Royal Mail 2D barcoded. Although, Hermes have their own set of issues (we put a label on each parcel that says not to leave in a safe place and only deliver to the person or a neighbour). Compare prices on MyHermes own website and Parcel2Go. MyHermes direct tends to be cheaper to unusual areas like Northern Ireland and off shore, but England, Wales and most of Scotland are cheaper via Parcel2Go.
Hermes will not always cover all areas for a low price, especially if over 1Kg. RM will cover places like Northern Ireland, Channel Islands, etc, but you can now charge more to those areas, and use Tracked 48 if you wish.
Hope you get somewhere with this Buyer, maybe as ignoring or not obtaining emails, the ‘courier’ you use may phone the Buyer? - or write a letter, 1st class post and explain with copy of tracking and your phone number as the Buyer is allowed to contact you. Explain you have been emailing replies.
Seller_bhSWqoVh7Pn98
You can also use: 0345 795 0950 to call Royal Mail Business Team (normal price call from Landline or Mobiles)
0845 number is free from some Landline packages
Seller_e36uWxb267ntL
This happened to me last week and Royal Mail refused to investigate the delivery for me (2D barcode), I explained that they’d helped me a couple of months ago with the same issue but they claim they can’t now.
Seller_k4H5v9VB5NnjF
I’ve been on the other end of one of these. Tracking showed delivery but I didn’t get it. Seller wasn’t interested as they had delivery confirmation and thought I was a scammer. I contacted the courier and they had GPS showing the van had been. I played merry hell so they asked the driver, who actually did remember the delivery and described the house. The description was so good I managed to work out he had delivered it to the house behind mine in the next street, which has the same house number.
Seller_e36uWxb267ntL
This was the reply I got from Royal Mail:
"Thank you for your enquiry.
I do apologise for any issue you have had with your items and for any conflicting information you have been provided with.
It would depend on the service that has been used as to what information we are able to provide. If the items have been sent using a standard service with delivery confirmation then we would not be able to raise an investigation in to the item as the service does only provide a confirmation of the delivery and no further details.
If you are using a trackable service such as Tracked 24 or Special Delivery then if your customer is disputing delivery and it is within a reasonable time scale then we would be able to raise an enquiry in to this with the local Delivery Office, the customer would however need to firstly check their safeplace locations and with their neighbours.
I trust the above information is of help to you and resolves your enquiry, however should you have any more questions please do not hesitate to contact us."
I replied advising that a few weeks previous, they had investigated a standard service item, no response.
Seller_xUKHc5xSYJmI4
Record the claim on the Royal Mail website link below
https://personal.help.royalmail.com/app/webforms/claim
Upload your documentation and the claim will be handed to the Royal Mail security team if the 2D barcode shows the order has been delivered.
If you have the documentation as delivered then report is as theft with the local police.
