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
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!
Royal Mail has there been any progress on this? Having to complete an Excel spreadsheet and email it to you is the height of nonsense, not to mention the continuous emails we have to send afterwards to chase up the claims!
michelle gray commented
i would like to see a price in the box before you send the parcel ?? because if you have made a mistake its then to late ,also my parcels are getting lost on 48 and not arriving in the allocated time scale or not arriving at all what's happening ? then i loose out no refunds for business
Click and Drop Support (Product Owner, Click and Drop) responded · Dec 19, 2017
If they ever implement this process, the number of claims will explode. Then Royal Mail will be aware of just how much mail apparently goes missing. And how big a problem this really is. I can't see them ever doing this.
They make the claim process as difficult as possible, they always have.
10.04.19 this was first suggested in dec 2017 - amazing how this is still not a priority.
They know the claims would be 50x once they introduce this feature. Does anyone even bother with the P58 forms, way to long and you don't even get any funds back. They know this, no chance this will ever get put in place. The same as showing the price for each shipment at the time you create the label, how can they get away with no supplying that!
This has been going on for years, and still nothing, !!! This will not motivate them as they will make it too easy for us the paying customer to claim for the LACK of service. Sorry but they are FULL OF IT.
Note, they never said they would make it a button like phil asked, just that they would supply claims data in a simpler way.
I do not beleive they will ever make claims easy.
But then, touch wood, I can't remember the last time we actually had a parcel go missing. And now there is a tracking number we can give to customers, there are less customers "claiming" a parcel is missing when it is not.
Perhaps we are just lucky.
Monster Mummy commented
Click and Drop Support (Admin, Click and Drop) responded · Dec 19, 2017
Are we any nearer to receiving this feature on C&D only I have 9 Damaged/Lost/Delayed Cases pending and do not relish the thought of spending countless hours transferring data from C&D to Royal Mail forms when the information is already accessible.
As a small business this is costing me a huge amount of time and money
2 years and you still cant make this lmao, is it cause you hope we will just drop the case and take the hit ourselves so we dont have to go through the hassle. This is why i stopped using you as your the worst delivery company for making a lost claim due to the time taken to make a claim and the time to payout and the fact as a small business i lose the customer sale and my profit
Even worse why cant we copy and paste on your online claim form?