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
Huayun pp Marcus Li commented
Hello, I had an item(a little book) posted on 20 September 2020 (2nd class) and it still hasn't arrived. What's the procedure to trace it or claim refund (£20 covered)?
We want solutions not excuses
Peter Crowther commented
On 27th August I posted a 'small parcel' with a 'Click and Drop' label to an address in Munich, Germany. This morning, the parcel arrived back at my front door having been re-addressed to me by a firm in Rotherham, 'Rockem Music'. Obviously, although my parcel had been correctly addressed, and bore the heading 'International Standard', for some reason Royal Mail delivered it to Rotherham. I was charged £4.86, and I think it reasonable of me to expect a refund from you. I look forward to hearing from you. Details: 11-030 E4D 8E2; UB 0643 0482 1GB.
Years later and no surprise this feature still hasn't been added.
It is a nightmare trying to make claims, especially for multiple items. As a result of not being able to quickly send a claim I have lost hundreds of pounds in lost mail over Covid locakdown.
There is no way of quickly viewing the price of a specific parcel which has been sent, which means that I am unable to complete the claims forms. I have to cross reference every claim between my own system, Click & Drop and OBA. In 2020 this is ridiculous and only seems to serve Royal Mail due to customers not being able efficiently make claims.
We must have an option to make a claim from within C&D and OBA against a specific item that pulls the data already available.
Do not make us repeatedly go back and gather all of the data that you already hold.
I've just had the exact same issue as Martin Jones below, I had a photo from my customer of an item arrived damaged, for RM to reply saying, there is no proof it was in the RM system.
Martin Jones commented
after reading the comments below i think this matter needs to be refered to ofcom. Actively making claiming for lost packages is outrageous. Only paying you for the lost value of an item to YOU is outrageous.
one of my products is made up of about 20 cheap items, but very carefully assembled.. I did send them once as proof of cost the invoices for each component and the wage bill for a member of the production line workers, and the wages of once of the outbound workers. all i got was 6 2nd class stamps.... like they are any use to me when I use click and drop
basically, if you dont send it signed for, you are screwed, unless you are reselling a product and not manufacturing, your screwed.
if i was to send every item recorded, i would not be able to stay competitive so, i work out that so long as no more than 1 in 20 go missing, its still cost effective to not use recorded.
add insult to injury, making a claim, unless i prove i posted it, even though the sender sent a pic of it in a royal mail damaged in the post bag, that's not proof of postage, crazy that proof of delivery is not proof of post???
@Charles Some sellers seem to claim that many items get lost, as you have, myself we suffer about 0.5% (5/1000) if that.
I know other sellers that also have the same loss rate and wonder why some have a lot more.
We do not send items abroad.
2017 this was replied too. It's quite obvious royal mail want to avoid this as long as possible
To many items now are getting lost in the post regularly now.
We never normally used to claim refunds because it was too difficult.
Now we are!! To much money is being lost
It's hard to find the claims forms :/
David James commented
Totally agree with RWAP comments below, make the claim form as hard as possible to deter claims.
Provide no contact information (email/phone) just a FREEPOST address.
Most people will look at how much time is spent (around 45-60 minutes) to complete against writing off the loss.
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 :/