Item missing in the post

powerbase

I always find this one an interesting one. My opinion is that if an item is lost in the post I replace it ASAP (stating the obvious). I send everything recorded delivery to get rid of scammers, prove I actually posted it and to avoid the debate with the customer whether they should go to the depot or not.

If a customer claims the item has not turned up, I check online and I can tell if it has been delivered or in the sorting office to be picked up, or on its way back to me or worse case scenario lost. The only problem I now get is that people know their items are in the sorting office and are too lazy to go pick them up. It is not unreasonable to ask someone to go to office if you know it’s there.

My advice is this time go all and try and keep the customer happy but maybe in future go the recorded route. Since doing so I have a lot fewer problems and any problems I do have aren’t real problems as I maintain going to pick up your parcel from the depot when you know it there is not my problem. What next? Do they want me to pick it up, unpack it and use it for them?

Before going the recorded route I had a FAQ page and the postal info section stated that if the item has not turned up by the expected delivery it would most likely be with a neighbour or at the depot and the customer may want to check there for a quick answer or contact me and I will do what I could to track it down. I don’t think it’s unreasonable to suggest where the item is most likely to be and if they decide to check then that’s fine.

One other thing if the item could not be delivered RM will not guarantee a card will be left. After a few complaints from people not receiving the card saying they have a parcel at the depot for them I contacted RM about this. Official response: they will try and leave a card but it’s not always possible nor would the guarantee one to be left. No card does not equal no item at depot.

Good luck

jasmineswhiskers

Nikki wrote: »

Same thing happens here, particularly annoying as I can't drive. As a buyer I would not expect to have to go to the sorting office to see if my missing parcel was there, I paid the postage and expect it to be delivered. I would be unimpressed if I was asked to do so by a seller. I recently had an item from ebay go missing in the post. I informed the seller a week after the auction and agreed to wait a bit longer just incase. After 2 weeks still no joy the seller gave me a choice of another item or a refund, not once did she ask me to check with my sorting office. I don't think you should have to do any chasing either though you have the proof of posting there is little else you can do. Just refund or replace, things do go missing in the post every now and then.

Yes things do go missing etc so I don't see what the problem is with showing a bit of co-operation with a seller to locate the item. As mentioned in another post you can always ring your sorting office. What if you were out when the item was delivered - would you still refuse to collect it then? I presume you don't sell on ebay.

funkyfunkymonkey

If you asked the question about non delivey on the Amazon Sellers Discussion Board, the advice they would give you would be to ask your buyer to check with their local sorting office - standard Amazon Marketplace procedure! Not unreasonable in my book.

If a card has been left there is a phone number for you to rearrange delivery if you choose, so you don't have to go to the sorting office. You can also arrange for delivery to a different address (but does have to be in their 'area') or to your local PO (this costs 50p).

FFM

funkyfunkymonkey

I found this on the Royal Mail site:

To find your nearest Delivery or Enquiry Office, please call us:

08457 740 740 (Personal)
08457 950 950 (Business)

Currently it’s not possible to search for your nearest Office online.

So, you could get the phone number yourself to find out if the item was waiting.

You can also arrange for a redelivery on-line. http://www.royalmail.com/portal/rm/content2?catId=400040&mediaId=37000673

FFM

frivolous_fay

In my experience, the phone numbers of a lot of sorting offices now go straight to an answering machine where you leave the details of when you want your item redelivered. Not a great deal of help when you just want to know if it's there...

Hintza

chompie wrote: »

so if you bought something from Amazon and hadn't received it in a reasonable time frame, you would be happy to trapse down to your local sorting office? no neither would i.

I sell a lot on Amazon and have already had an enquiry this week to the whereabouts of an item, posted Special Delivery. I asked the buyer to check with his local sorting office, which he did an retrieved his parcel.

OK a bit of hassle for him but I sent an email detailing when it would arrive, and he was obviously unavailable. He is happy I am happy.

the alternative for an expensive item is waiting for me to chase it up and/or await for it to be returned to me.

I really do not see what the problem is, we all have to put ourselves out sometimes to keep the wheels moving. 99% of buyers and sellers are only trying their best and a little trust ad helpfulness is the order of the day.

Your approach seems to be "I've paid my money, so it must be delivered on a plate"......be courteous and helpful at all times would be a good motto!!

chompie

well all i know is i have never heard of that happening.

where i live the postie either gives it to a neighbour, leaves it somewhere safe or sometimes just on the door step, the only occasion he leaves a card without leaving the parcel, is if there is customs to be paid.

as far as checking local sorting office for items, i wouldn't expect others to do it, and i wouldn't expect to do it myself. but apparently you do expect it, and you do it.

so that's your choice, but you have to accept that some people would find this unacceptable.

and the buyer would win claims like these all day (right or wrong )

frivolous_fay

chompie wrote: »

and the buyer would win claims like these all day (right or wrong )

If the item tracks as undeliverable because the buyer refused to go to the office to collect it, that's not going to look particularly favourable in the event of a claim.

chompie

frivolous_fay wrote: »

If the item tracks as undeliverable because the buyer refused to go to the office to collect it, that's not going to look particularly favourable in the event of a claim.

so proof of going to the sorting office is available then :rotfl:

frivolous_fay

chompie wrote: »

so proof of going to the sorting office is available then :rotfl:

If it's a signed for item, they know very well who hasn't bothered to come pick it up.