Royal Mail Surcharges
Has anyone been hit with royal mail surcharges for mis-declared parcels?
royal mail have said that another parcel of our weighs over 2KG sent via royal mail 48 however we know this to be completely incorrect. they’ve slapped an £8.50 charge on without even telling us.
Has anyone ever taken them on and won? I rang customer support and was told that this one parcel weighed 2150G when we know it doesn’t, we send them every day and the max weight is 1900G.
I’m getting a bit fed up with these companies that have a monopoly thinking they can do as they please and slap whatever charges on when they feel like it
0 replies
Seller_7VbclcPFFRTnc
yes i believe @Wedding_Touches managed to get theirs overturned after a very long fight
Seller_sFEUMUfeW5484
Can you confirm these charges are at the end of your normal invoice and NOT on a line in the middle for example?
Seller_qqCKaiyZvp4Rc
We have also been hit with one from Friday where they say a letter weighed 130g when we said it was 50g
We don’t stock any letter items above 100g so clearly they are at fault
What’s worrying is with click and drop/shipping api they don’t really inform you of this so unless you are looking you won’t find it
They must be making millions from this, they should be keeping evidence of every item they claim is overweight or oversized it’s just not fair
Seller_saK5Ah2SaNYjL
We recently had a very strange one with RM.
We are photographic, large format printers, we drop ship to UK buyers for our artists / photographers from all over the world. They provide the artwork, we print and post to their customers.
One of our customers said their customer had been asked to pay an additional £2.00. We use click and drop, we have a business account and have done for over 10 years. We’ve sent over 200,000 parcels with C&D, £200K a year. The label doesn’t show a price, just weight and type (parcel, letter, etc). We get two RM collections a day, more at Christmas.
I opened case with RM. After 2 days they came back saying the customer was surcharged because our package, in this case a 25" tube, was found in a post box without any paperwork. Huh? We don’t post anything into postboxes. It wouldn’t fit in any postbox slot.
After much debate, we came to the conclusion that the bag must have had a hole in it. The tube escaped the bag. Our collection postie found it, said “huh, what am I supposed to do with this?” and stuck it in a postbox. The only way it could get in a postbox is if you had a key.
After kicking up a stink with RM, we did get it delivered with no surcharge to the customer. They realised the impossibility of it getting inside a postbox without RM employee assistance,
Seller_5j8l1ZniJxglo
We currently have a surcharge dispute in for a Large Letter which weighed just 15g (tiny little envelope) and they surcharged saying it weight 1250. I’ve disputed and attached proof of item showing it on scales along with C&D showing what item was etc and still awaiting response. that was over a month ago now!
Seller_aMa4v1LzUrEIp
We did after 4-month fight. Luckily we do have records for every single item posted in the past hence it was just a matter of RM finally accepting their error - in our case it was a matter of average weight.
We were exchanging communication without getting anywhere, only when we threatened them with The Small Claims Court via LBA along with our evidence they refunded us just under £4K.
Don not waste your time on being polite with them - get to the point and act hard as long as you are 100% sure of being on the right side.
Seller_MVW0jD3ZJ0iOz
We use a franking machine and have daily RM collections, this suits us.
Over the years we have had an occasional RM card for an “under paid” item(s). Absolutely no info other than “please run this card through your franking machine for x amount and return to RM at …”
I simply put it straight back into the post with a “Please supply the evidence” request hand written over their demand. Never hear back from them.
Seller_27f7kcXqPzRh0
I am having this issue too, I have tried speaking to my account manager who just keeps pointing me back to links on the website and not answering my questions.
One of my issues is that I have had the alert from einvoicing to say there have been surcharges, I have logged into my OBA and I can find the detailed surcharge suppliment, I download it and it has the details. But there no cost of the surchage and I cannot find any mis declared surcharges on my standard invoice. I cannot figure out if I am being charged or not and if I am how much.
Does anybody here know where to find the surcharges. I have seen a couple of earlier posts about it but it has not helped me find this info. What is worse is that I am asking on here because my own account manager refuses to answer me about it.
Thanks
Seller_UY1P4FEkGtqlN
Yes we had the same issue. We had a load of surcharges at the start of the year and then again some more last month. Completely random and you can download the surcharge report and cross reference the orders on click and drop with the tracking number. They’re all completely wrong. I’ve tried via their advised complaint routes but all you get is a brick wall no-reply response. I’m trying to solve it with the account manager but otherwise will be taking the LBA and small claims court route.
Seller_L3WWDG20Yfq8U
Send your complaint to simon.thompson@royal mail.com
They are supposed to notify you so you can check the weight of the parcel
