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
when looking into this please consider items not received that have very low or no monetary value e.g. letters, cards etc., the cost of the postage paid is more than the cost of the item so when these get lost it is purely Royal Mail getting paid for a service that has not been provided. In these cases we either refund the buyer or send out another which is actually paying Royal Mail for the service twice. I have a very good delivery rate on Items I send less than 0.2% of items are reported not received, but as I don't claim Because it is so time consuming Royal Mail will assume that they all got there safely. And waiting 15 working days before claiming is not workable as customers are not willing to wait they want a refund or replacement in less than 1 week.
I think Anonymous is a Royal Mail employee looking at the response - for information Hermes is comparable in price to RM - NO 3% fuel surcharge - NO minimum quantity - includes VAT so price is 20% less for businesses, and Same price anywhere in UK and the rate is negotiable for volume users - Hermes make claiming losses easy and you get the SALE price of your goods reimbursed up to £20 For FREE - yes free - Royal Mail - NO LOSS CLAIMS ALLOWED for even the cost of lost goods and the most ridiculous claim system ever thought up which is designed to stop honest customers claiming genuine losses from Royal Mail who lose abuse and simply do not care,
Madness anonymous and as for David Hawkes he is the manager of click and drop - it is his responsibility - He gets paid quite a lot of money for managinga department that does not respond to e mails - that does not answer the phone and that believes the service is free - and because they believe it is free they believe you are only entitled to a substandard service even though the cost of the service is hidden or disguised in the postal costs the surcharges and the lack of responsibiity for lost mail..
Out of interest how does Mr Hawkes wages and the rest of the department get paid - the offices heated - the website maintained from a free service ? Do they all work for free ? If they do I apologise to one and all - and will happily give them the address of the nearest job centre where they can apply for a proper paid job
I use click and drop and I think it’s actually great for a free service.
FREE, hows that???? tell me,please .
Anon, Hmmm come out from behind that desk me RM man!!!
Hello david, I have a message ,as with most royal? (nothing royal about it) mail, every one has this problem, the fact is the service that is provided by rm staff is p*** poor. We have had reps out and they all agree with the customer,rm are so far behind in the times its a joke. How this company is still operating is amazing!!
I have over 30 a month non scans, I have taken to periodically checking them. Rm48 I am told is a 'free' scanning service. How is this so when we pay for it,and there is no compensation. So its not so free after all is it!!
Tell me how I can order a 2 pound item from china and it tell me where it is all the way, and tell me its been delivered before my arse has hit the chair in front of my desk!! Yet you can't track an item in the uk in general.
The mail sacks have holes in them,clearly cut open,oh I'm told its because the posties drag the sacks!! Great, but hold on the hole is in a new sack half way up, could it be a theft!! You can bet it is!!
I truly wish rm had some domestic competition because anyone could do the job better. Give your staff proper training,and something to work for, rather than take the items we post,give them an incentive rather than rip us all off!! We spend over £4500 a month on post with rm and for that we get a service that is half hearted.
I wish I had the money to grab so many shares all the top staff would be out of a job,rather than sit there and blind your shop floor and investors with untrue statements that the lost ,claimed stats are down, the reason they are down is because its simply too hard to constantly fill out paperwork for items you have lost.
Utter joke, it's a poor jobsworth company,and until we all complain nothing will be done!!!
I use click and drop and I think it’s actually great for a free service.
David I guess you’ve had a really bad day and I hope your day gets better but I’ve got to say to have a rant over someone who’s just trying to do their job and help you out is a bit much, I hope you never have to read something about you on a forum like this!
If you don’t like Royal Mail or click and drop it’s easy don’t use it and use my Hermès but pay the extra per item just saying!
When claiming lost items Royal Mail say you must wait 5 days for the delivery time plus 10 days to claim yet sell the service as 24 or 48 hours - look at the dashboard and 2 to 3 days in the terms and conditions - seems like Royal Mail do not know what they are offering surely a claim should start after 24 or 48 hours or was that 2 to 3 days or no hold on 5 days if you are making a claim Why the different time scales - it looks like another example of putting obstacles in a customers way to deter them making a claim ? Any ideas anyone?
What is the fuel surcharge of 3% for ? We do not have our post collected we deliver it with half the prpcessing work done for RM Is it a fee for the click and drop service ?
Click and Drop must be the worst tracking system available - Costly- wholly Inaccurate - it is not free and claiming lost post laughable - poor customer service - Now you may feel this is the ranting of a mad man except consider this 15% of tracked items never show as delivered - Royal Mail claim 93.3% next day 99% within three days and a whopping 99.75% deemed correctly delivered ! Simply look at the figures quoted in the quarterly Quality of service 2017-18 quarter 3
Well Royal Mail Click and Drop for us is running at 85% - Manager David Hawkes Claims that no one else has this problem ! If you know different feel free to post it here - reality is nothing will happen unless enough people raise the issue ! and if you really want to - e mail a list of the tracking numbers showing not delivered to email@example.com FAO DAVID HAWKES click and drop manager and he has promised to investigate and report back on each non delivered item within 14 days - Excellent service Mr Hawkes - I assume this is open to all click and drop customers - oh sorry no one else has this problem so only me then !
He also states that this is a free service and therefore Royal Mail do not have to provide tracking for any items using the click and drop service - Hmmm ! let's look at this 3% fuel surcharge is this a fee ? - reducing the service which essentially is 1st and second class post with a different name and potentially some free tracking but disallowing claims for lost product NO COMPENSATION FOR LOST GOODS - you can claim compensation under 1st and 2nd class post and franked mail but not 24 and 48 - Is this a fee ? - seems Royal Mail are not quite representing the product fairly or honestly when selling it. Mr Hawkes customer service staff answer this as follows you can change products you do not have to use it ! Mr Hawkes answer we do not know why you cannot claim for losses using click and drop 24 and 48 but you can use the different products 1st and 2nd class post - well that just about sums it up - it obviously does not work - the Manager himself is advising you not to use the service - that fills me with confidence but of course we are the only ones with this problem - remember click and drop cannot answer complaints of this nature in a timely manner because they are so busy collecting new customers and explaining to them how to use the system - bet they are not told that the tracking is absolutely at the discretion of Royal mail whether you get it or not or that they will not be able to claim the losses from Royal Mail - but it is free isn't it ? So making claims Royal Mail want your customer reference or the sales platform reference, copy of the sales invoice, copy of the purchase invoice for your goods a calculation of the item postal cost, a cost price of the item lost, the name address and postal town and address of your customer , their e mail address and a full description of the goods inside your postal bag - your account number, the name and address of your business, a copy of the manifests that the lost items are contained within the tracking numbers and after supplying all this - they will not even look at the information provided Why? Because you are not entitled to claim for lost items only the postal cost SO WHY DO THEY ASK FOR ALL THIS INFORMATION BECAUSE THEY SIMPLY DO NOT WANT YOU TO CLAIM MOST OF THE INFORMATION THEY ASK FOR IS NOT NEEDED - quite simply dishonest an attempt to avoid their legal obligations apologies I forgot Click and Drop Manager David Hawkes told me we are the only ones with this complaint and he must be right mustn't he - an officer of Royal Mail would never try and pull the wool over your eyes would they ? Now Royal Mail look at Hermes - They do not deliver within 5 days you click a button fill in a form with item number and select a reason - they investigate refund your postage cost and the full sale value of the lost item up to the insurance value which is free up to £20 within 14 days . Oh and if you talk to them and they send a form to you they keep checking with you very efficiently until they receive the form back or you tell them you have personally resolved it and they tell you when and how much they are compensating you - in other words they offer customer service - a strange concept to the 500 years that Royal Mail have had to perfect the arrogance and pompous attitude to their customers
I look faward to seeing how this works. I can hazard a get..it will still involve some kind of paperwork. .if c&d can show the order is missing with no paperwork (that would cost RM) then why not just add a simple button that after 10 days of no updated scan we can just get a credit for RM lack of responsable footwork in delivering the goods.. and I agree . I was duped into this system with promises. Still as long as the CEO is getting her bonus ..All is well.
I wonder would that be "planned" in the same way that business sellers were persuaded to move over to click and drop, invest in a fancy label machine with the promise that tracking on parcels would be free .....such promises have now been airbrushed out of existence. Claims system is obstructively time consuming. Such a pity that investment in bar code scanning technology hasn't been matched with ability to use and integrate said technology to provide better customer care with resolving item not received claims.
So many of my orders get lost every month. I should claim refunds. It's to much hassle.
Unfortunately that is a little late for a reply, but then that is no surprise....
Many of us have experienced the wait for WooCommerce and all the promises, so a firm date is likely to be 6 months shy of it happening and there is no date yet.
Not to mention the fact that the WooCommerce does not actually work correctly and no response is ever put on the fix!
Not with standing all the above, we have to bear in mind that the current Click & Drop tracking is a complete waste of time.
If all goes well, no problem
If all does not go well then you are completely clueless about where the parcel is. If it shows delivered you really do not know what has happened to the item.
What a complete waste of time that is, why did you go to all the trouble of programming a system that simply does not work?
No input from Admin on this topic, but not surprising as they do try and make it as hard as they can for people to claim.
Business customer support are worse than useless getting back to you or looking into lost items.
I wrote a letter direct to the Delivery Office manager asking him to look into a lost item, 3 weeks later and no response, maybe the letter got lost in the post.
Not under review then? Just RM trying to make it as difficult as possible for us to claim for an item lost.
Perfect idea, RM make the claims to long winded so it take up more of your time, TIME we dont have.
Winter is coming so save all your "nuts" and feed the Squirrels.
Prices are too high for tracked items we can get less than £1 fully tracked from china via royal mail and in in UK domestic tracked mail rates are too hight and then we have to pay fee to ebay or amazon and paypal and we save nuts
I lose problem 3% of the letter I post per week. I never make claims.
It just to much time
ibrahim kalay commented
Year is 2017 and we can not see where the post / parcel is from barcodes.
Royal mail should improve and get their act together.
I am fed up with lost parcels and no compensation. Forget about lost merchandise, they don't even refund their charges.
Whole claim process is so complicated and time consuming which is not worth it.
I am looking
It would also help if you could filter the items that have not been delivered and those awaiting collection at the Delivery Office.
Is anybody at Royal Mail actually taking note of these great ideas?