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
@Anonymous We sell on eBay & Amazon as well as our own web site. All items are sent out using the 2d bar code on Click & Drop.
About 10% are large letters, the rest are parcels all sent out 2nd class.
To try and avoid problems I check all addresses and have to reformat nearly 30-40% of them per day, even down to postcodes that have no space.
I must be using a different Royal Mail service to you guys, I post 12-1500 items a month and they lose about 1/2000 items, if that.
It costs money to make it work and unlike a sales feature that brings in revenue, once working, will cost them money.
@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
@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.
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.
Winter is coming so save all your "nuts" and feed the Squirrels.
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?
Have to agree with this, RM need to get their act together. I gave up putting in claims due to the amount of work involved.
And then the time they make you wait
It should be easy to put in a claim and they should be able to see if you are making excessive claims
I received a quantity of grey sacks last week sent out by RM using the post service after ordering on their on-line shop
I have been told that the system has been changed for the better and bags are sent out to you by post. This was by a Royal Mail Delivery Office manager who got upset about me keep taking all his mailbags before Christmas.
My first order on the new system was placed yesterday.
We can announce that we are in the initial planning stages of introducing this feature into Click & Drop. We cannot offer a date yet for when the development will be completed, as we are still working on a variety of other features and improvements.
As per my last comment, Admin on here are still ignoring and not responding to this issue.
Friday 1st February 2019 I dropped 3 sacks of mail containing 66 parcels into my local delivery office at 11am.
Today Tuesday 5th February 2019 not one is showing as being delivered.
To find this out I had to click on each tracking number on the order in C&D, not only is this a time-consuming thankless task, but to add to the frustration, after the first 10 or so I had to then answer a stupid capture every-time.
Unfortunately Admin on here don't even bother to respond to some of our suggestions...
@Chris Kelly I see know reason why they can not show the details in Click & Drop
I disconnected the service from updating Amazon & Ebay as my Late deliveries were increasing due to RM system telling the market place the details of the tracking
We currently use RM for all our parcels 1,000+ a month, but as we grow, we will also look to move to a modern thinking courier service that puts customers first with technology that helps grow the business.
Unfortunately Admin on here don't even bother to respond to some of our suggestions
I have been asking them to do this for a while but they seem reluctant to do it.
If we knew the item was waiting to be collected we could chase the customer to arrange the re delivery or go and collect the item.
Your right it would be a lot of work, hence the problem...
When you say:
"I'm not sure how Click & Drop would know which ones have been delivered or not".
That is easy to answer, we live in the age of the computer and items are marked as awaiting collection, otherwise how would you know on The tracking system?
Items in Click & Drop could be flagged as delivered as well as awaiting collection, without the need to click through to another web site to read the tracking.
Which orders have NOT been delivered and within that we need to see if items are at the local DO awaiting for collection.
Always best to use ones that are sticky, stops them falling off, unless you sellotape them.
I know we all work in a variety of different ways, but we use the post code, which is shown in C&D, as an identification method.
Why can you not still take them?
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.
I don't usually side with CS but this problem is not really a Royal Mail problem, they are not at fault.
It is down to us to supply RM with the data in the correct format, if that data is being passed from ebay, Amazon then it is really a problem with the market place not using software to populate the addresses. On your own websites you can install this software so you capture real addresses.
Years ago I used a program called Quick Address to enter, check and validate 200,000 addresses on my mailing list, it cost me money but also helped me save money when posting out by mailsort.
It would be good to see RM do something, but it really is not down to them, we pay eBay, Amazon etc enough money, they should provide us with better data.
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
How does / did it work on DMO
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
This is going to be a problem for us as well, we have just been stopped going round the back of our delivery office to drop bags so can not replace them
It would also be good to see / print the OBA report and look at your invoices rather than have to log into multiple portals
Thank you for bringing this to our attention. I’ve passed this to the Development Team to look at, and we’ll get back to you as soon as I have any further information.
The Click & Drop Team
@Lee P - Seems to work ok, just updated all mine
I guess it depends on what service you use, we use BPL for large letters and CRL24/48 for parcels, but then you also don't see if it is 1st class or signed for.
Depending on the way you work, as you pack the orders you can see if it has signed for on it or if it is 1st Class and re assign the postage should you have made a mistake.
We sort all invoices to mailing type and print them out in batches, we are awaiting the Woocommerce plugin before we start automation, applying postage by set rules, but I think that may be just as time consuming as we usually have lots of addresses to alter.
I see no reason why it could not show the extra information as it is stored in a database
I have just added postage to an order in Click & Drop.
If I go to the dashboard, I see 1 Order Ready For Printing
I go into orders and see 1 order and at the bottom of the screen I see "Your orders have been filtered to show a status of 'Postage applied'"
The order I see has the details:
Shipping Service: Royal Mail 48
Service Code: CRL 48
This is before I print the labels.
What info are you looking for?
It would be nice to see the postage costs, but this is not possible as that is generated by the OBA system after manifest.