Buyer claims item not received

the_lunatic_is_in_my_head

macfly wrote: »

Fortunate. It's a bit different to make accusations against a whole and specific group of workers. Of course, some are bound to be dodgy. But try to keep some sort of perspective. Your parcels may have been abducted by aliens.

Like most things in life, most people are honest (mainly due to social conscious or fear of being caught more than any real moral fibre, not an eBay thing, just human nature), but equally everyone has their price.

Some buyers will claim INR, some postal workers will steal mail , some will dump it in the street, some will post it through the wrong door, some parcels will be left in hallways or on top of post boxes in hallways for flats and all these left lying around have an increased chance of being stolen by someone passing by.

Your sarcastic comment about aliens highlights the point, you can't offer a rational explanation of where the parcels are going. Yes the odd one falls of a trolley or the label peels off/gets damaged (bags of mail being dragged across depot car parks seriously doesn't help this) but not as many as go missing.

As for honesty, we've had 3 customers with damaged items which were replaced instantly with requests for return, one hasn't been returned, no comms at all.

There was one supposed wrong item sent which the customer claims to have returned but never arrived back to us (replaced before return).

There were also 15 orders where the wrong item was sent out (out of tens of thousands of orders, on two days this year there was a minor error affecting a batch of orders each time), again replaced before return and 2 never bothered to return and completely ignored our messages. One is still pending a return and 2 didn't actually say they'd got the wrong item, they just claimed INR and only mentioned the wrong item when questioned. One who did returned decided to open and use the item before returning it.

Whilst it may affect genuine customers, going forward we shall request the return and either for it to be in our hands or proof of postage before actioning any replacement/refund as the rate of less than positive cooperation in the few issues where we've gone above what is required to help and cover our mistake with as little inconvenience as possible has cost a days wages on a incredible small number of orders, (or of course stop screwing up but perfection is difficult).

With INRs I don't view them as suspicious upon first contact, only what is said in messages (and sometimes feedback) can leave you to come to a conclusion.

macfly

the_lunatic_is_in_my_head wrote: »

Your sarcastic comment about aliens highlights the point, you can't offer a rational explanation of where the parcels are going. Yes the odd one falls of a trolley or the label peels off/gets damaged (bags of mail being dragged across depot car parks seriously doesn't help this) but not as many as go missing.

Nobody could offer an explanation on that subject. Your losses are 180 times more frequent than Postwatch's figures suggest is happening. I would hope RM has launched an enquiry into this?
My comment was in rewsponse to your knee jerk reaction. Humour.

the_lunatic_is_in_my_head

I agree no one can offer an explanation and there is little RM can do for the same reason. I doubt it's my end and I doubt the Postwatch figures are accurate (especially since cutting compo for business post and even before many couldn't be bothered to claim for a few quid).

My post, and there is a lot of it, all turns up safely (apart for the buyer return above and another buyer return with a very odd complaint about unlikely damage).

I don't know our loss rate off the top of my head, not sure how you do?