Validate Postcode and Address Match
The system automatically downloads the address from our website but without validating that the postcode matches the address. We get many addresses entered incorrectly by the customer and using the billing address with the different delivery postcode. The postcode and address do not match but Royal Mail is not using any checks or validation to check the postcode and address match. This means I am having to check all addresses one by one to see if they 'look' ok. We get quite a lot that are incorrect but they always got flagged up on DMO when we entered the postcode and could see the delivery address that we were given did not match the postcode. But now the incorrect address can easily be used for the delivery label without any checks and sent out to an address that does not exist.
Thank you for your suggestions. We are planning to introduce post town validation to help ensure your order data is as correct as possible.
We will provide further updates as soon as we are able, but we expect this feature to be completed as soon as possible.
Seems a backward steps if that's the case. Was only two years ago Royal Mail forced us to rewrite all in house databases to be compatable with DMO and then on a whim they replace it with something far less functional.
Robert Hodgson commented
As Royal Mail considers themselves the guardians of the PAF (Postcode) file it would be trivial for them to check the postcode when you import orders. It is in EVERYBODYS interest to get this right.
Some basic pattern matching on the address fields would be good too. Imagine how many items of mail this might affect on a daily basis. This isn't difficult.
A year later and C&D customer support have not even bothered to respond to this.
In March I will be visiting the Internet Retailing Expo and be speaking with MyHermes.
Royal Mail delivery offer a great service but I find it let down by their Customer / Buisness Support teams
Agreed- The outgoing DMO system automatically resolved any address issues, including correcting postcodes to capitalization, plus there is a facility to use the postcode to Auto populate the delivery post town / city.
Its a real pain having to manually amend eBay addresses and we are now having to use the CSV import to correct some of these issues - Not ideal when your shipping 100's of parcels a week !!
This is the third post on the same issue - Please read, implement and respond to customers Royal Mail
This was a basic feature of DMO - Post Codes are essential to Royal Mail, Royal Mail must address this as an essential feature.
This is something that DMO used to force before producing a label - this feature is essential especially as it is Royal Mail who set up the Postal Code system in the First Place.
How does / did it work on DMO
Steve Rolfe commented
This needs to be addressed urgently.
Can't believe that more account users haven't voted for this. We must have at least 20% of our customers who don't know where they live.
The use of house names when their house is actually numbered.
The use of dual numbers, i.e. 2 45, when they live in an apartment or flat.
Incorrect use of apartment/floor numbers in Edinburgh.
Lack of company names when using 'Unit number'.
All of the above cost us telephone calls and operator time. A little help from RM to flag up a potential problem would be a great help as we only have to check those that are potentially wrong rather than every address.
Kristian Snell, we have started to highlight the address, on our invoices, to indicate to the buyer that their address is wrong and hope they will amend it.
As you say, it is surprising how many customers get their address wrong
Kristian Snell commented
Would make life easier. The amount of customers who don't seem to know their own full address, or worse enter a house name that isn't registered on the PAF is quite incredible.
Before applying postage it would be good if the system could check and verify the post code, like you can on DMO.
Verify the post code for known addresses and should the user have a wrong address, raise a flag in the application to not dispatch the order until the address is corrected.
David Lovell commented
This is a feature that My Hermes has. Would be great to reduce silly errors like no door numbers etc.
sarah day commented
when you import orders the address is not checked so if the customer has made an error the item is returned to you and you are charged for the postage.