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
whats the update on this?
any news? posties are not scanning 2D bar-code. and people are asking for money back. they are getting goods and refund. losing money badly.
Still waiting.....amazing how long this is taking....
It costs money to make it work and unlike a sales feature that brings in revenue, once working, will cost them money.
Click and Drop Support (Admin, Click and Drop) responded · December 19, 2017
how long do we have to wait!!!!!
This has been planned for as long as I can remember, why is I taking so long?
We really need this now - we are getting more lost parcels and its taking way too much time to make claims or trace requests
Yep, this is 100% needed. Even though in many cases we won't be compensated, it at least speeds up the process and helps to highlight issues in certain delivery offices.
This sounds like an excellent idea!
especially when you work in a non-windows environment, the Royal Mail forms are not designed for these and you cannot see or select from macro drop downs - a simple button to select all the items needed for a claim would be much simpler (a simple SQL query should pull all required items, followed by an insert statement)
Andrew Leary commented
This needs to happen sooner rather than later, we were promised 2-D barcode traking and this isn't working and it does not show up on account now
David HAYES commented
DECEMBER 19TH 2017 ROYAL MAIL ADMIN STATED THEY WERE LOOKING TO INTEGRATE THE CLAIMS PROCESS INTO CLICK AND DROP IN A SIMPLE FORMAT - IT IS NOW 8TH APRIL 2018 - IS THIS REALLY BEING LOOKED CAN WE HAVE AN UPDATE WITH SOME REAL AND HONEST TIMELINES ! OR IS THIS TOO MUCH TO ASK ?
This is not just for claims!!!! As Royal Mail don't have the confidence in their RM24 & RM48 services to offer compensation for lost items, there needs to be a system for logging items that have not been delivered. If nothing else it will give Royal Mail a log of how many parcels are going missing and where. You can then use this information to help prevent some losses in the future.
@Anonymous, I am interested in knowing more about your customer signed electronic form that you built where the customer makes a declaration saying it never showed
Why would it cost you a £1,000 a year?
We use CRL24/48 for 99% of our items and save about £400 a month on using BPL, personally, despite my moans about RM I think it is an excellent service.
The losses are minimal, less than £100 a month.
I am not sure why RM changed their claim policy to be awkward about making claims, it used to be excellent, payment was quick and fuss free.
Unfortunately I have found that RM care very little about their customers, they do not care if you stay with them or leave
RM will NEVER make it easier to claim.. Each time I claim I provide the following and still it's like pulling teeth. I have to kick up a fuss, however I refuse to send everything CRL24/48 as sometimes things just don't get scanned, it would cost me around £1000 a year, I'd rather battle it out with RM. Just scan BPL - why is that so hard?
1. Photo of package before shipped out
2. eBay screenshots of the item from my dashboard
3. screenshots of dated messages from the customer
4. messages from eBay own dispute system,
5. dated and customer signed electronic form that I personally built where the customer makes a declaration saying it never showed
6. Proof of value of item etc
Steve cable commented
Wake up people.
Royal Mail deliberately make it a long difficult process to make a claim.
You are so right, the fact is RM know they have the licence for domestic post and so dont care. USPS track everything and cover a wide range compared to RM if they can do it why cant RM, fact is the shop floor staff either have to much pressure on them or they simply dont care.
and this runs through the whole company.
@eclectic shop uk
When we used the BPL service we were able to claim for lost items but the experience was so painful that we did not bother.
We moved onto using CRL24/48 and there is no claims procedure, we do not even get back the postage so have to pay RM twice to do the same job or refund the buyer.
I have recently spoken with MyHermes and am looking to send parcels through them but am stuck with RM for Large Letters.
An RM salesperson at the IRX show is convinced we will be back, maybe, maybe not, MyHermes have 1,000's of eCommerce customers, some of them must be happy with the service or they would notbe expanding as fast as they are.
The whole "you will be back" got up my nose, although I am not going to cut my nose off to spite my face, if it doesn't work out then I will, but that is the risk RM will have to take.
Do they care? No? They would rather spend money trying to attract new business than take care of the customers they already have.
TAKING TO LONG, STILL TAKING OUR MONEY THOUGH!!!!!!!