Lost in post items for click and drop
I would like to be able to look on click and drop to find the letter/parcel in question and just click a button like customer claims item not received. would save sellers so much time rather than filling in the forms when all the information is all logged agains the order on click and drop.
Royal Mail is looking into options for introducing a process to ease the claims process by supplying claims data in a simpler way. The investigation work is being carried out and we will then look as to when we can fit this into the development roadmap fro Click & Drop alongside the other requests we receive.
When a firm date for introducing this new feature, we will communicate through the user voice and message centre in Click & Drop
Click & Drop Support
It is appalling that this has still not been implemented in any shape or form.
Even the online claim forms do not allow you to submit proof of value for more than one item unless you can manage to merge them into one file. Still no ability to copy and paste any information into the form - so you have to type everything in all over again.
ALL of the information is within the click & drop account (except for proof of value), but there is simply no way of
I have had items sent with tracking where the tracking ends the day I posted it (5th May being the latest one), or stops at the Heathrow international mail sorting centre.
It is no wonder purchasers get frustrated - Royal Mail won't even allow you to instigate an investigation into an item with "end to end tracking" UNTIL 20 working days have elapsed, even if the tracking has not been updated for 25 calendar days!
Robert Jones commented
this planned idea seems to be taking it's time, are royal mail trying to still make it hard for claims including finding invoices for costs of item that are a year old, click & drop as sender/receiver details inc tracking ref and cost of shipping on accounts, would save time and effort and no cheques to send out, just credit back to account
Graham Wharton commented
I always print 2 copies of manifest and get one stamped at dropoff every day to keep for my records. They accept this as proof.
Beki Coxon commented
this is ridiculous we have been told we can't claim unless we have proof that we dropped the parcels at the sorting office, sorting office say they can't provide proof!
2 Years and 5 months now.. must be some deeeep looking ... the number of losses we're seeing at the moment and many arent' due to royal mail even but with international mail - we're starting to look at other couriers.. dpd apparently has a 'discrepancy' dashboard alert that automatically gets process going. We might be looking at that soon.
2 Years and 5 months now.. must be some deeeep looking ...
Graham Wharton commented
Ive had stuff taking between 1 and 2 weeks for 2nd class of late. Also alot of missed delivery scans.
can anyone tell me if i can claim for a tracked 48hour service business account these last two weeks i have never incurred such losses if anyone knows can they please post the link for me
also is anyone else getting this problem i beleive the customers have likely to have received them but the system is not updating
This is great idea! :) To many items are getting lost in the post. This feature would help royalmail with tracking lost items.
We've had 12 orders not recieved this month after 2 weeks. To much of post goes missing every month. And cost business alot money every year :/
What have you been doing for 3 years?
RM aren't going to implement a method to make claims easier any time soon for the simple reason that they want to have as little claims as possible. They purposely make it more difficult to put people off.
Here's two examples of things they have implemented to reduce claims via their form:
1. They make you complete the entire form before they validate the postage dates and whether they're eligible for a claim yet. If they're not eligible yet they erase everything you've keyed in. It would be so simple for them to first ask for the posting dates and immediately tell you if eligible or not.
3. Once the claim is submitted you don't have any visibility of it apart from if a cheque shows up. I've lost count of the number of claims I've had to chase up because no one has processed them even 1-2 months later. If I didn't chase them up they would just not process some of them and you would be out of pocket. And funny enough a day or so after I chase them up they magically process them straight away.
The new online claims system is (in my opinion) worse than the spreadsheet one.
For some reason the new system likes to hang/crash resulting in restarting the claim and a complete waste of time.
Adding a "Lost in Post' button to Click and Drop would be a much improved way of claiming. It would surely assist Royal Mail in detecting repeat INR offenders.
I'm disappointed to see that after almost three years Royal Mail have not implemented this.
2020 and still nothing.
atif munir commented
claim procedure should be changed and it should be simplify with 1 click,
on one hand we have to bear buyer anger negative feed back time waste and on the other hand royal mail asking for proof of parcel real cost...very stress full claim procedure.....and time taking too...our buyer cant wait for refund , he simply want straight answer or refund there and then...
Karla Jordan commented
Considering that the rate at which RM are losing packages is going up, this should be priority, please. £100 parcel, sent signed for, has gone missing. You should also give compensation for the cost of packaging, too.
I also agree, it is such a long and difficult process currently. I don't think it is fair as it causes more stress than its worth and so far non of my items have been refunded.
Just lost an International Tracked item going to Finland.
Dispatched at the Post office counter 4 days ago.
Still saying on TRACK & TRACE that they (RM) are still waiting for receipt of package.
Clearly they have it.
Spent 25min on phone with RM. They say system not updating on the package.
Clearly my package has disappeared.
So much for the new barcode system.
Errors all the time.
Takes ages for packages to show up in TRACK & TRACE.
This looks bad on behalf of the sender.
Would rather we dispatched straight over the counter and the staff scan the packages immediately.
Never had a problem with that before.
Not allowed to do that anymore.
Why the heck not...?
Any update on this?
Even tracked items seem to get lost in the system - I had two recently where tracking ended at being scanned at the post office counter, and when it reached the international sorting centre at Heathrow.
The systems need to be improved
Jakub Sala commented
2 years later...
We are still waiting
We are still waiting on an update on this - there should also be a method of getting you to investigate tracked items without having to wait for the 20+ working days required before you can make a claim for lost item.
I have had international tracked items which are going to the EU where the tracking ends at (a) the post office when I hand it over, or (b) the international sorting depot at Heathrow!
What is the point of tracking if you don't actually track it at every stage, or you simply lose it and refuse to look into the mislaid item unitl 4 weeks later!