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
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 :/
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...