Gary Wilson
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We have exactly the same problem on our OBA account.
Our Tracked 24/48 mail is manifested, put into Royal Mail sacks and physically collected from our premises every working day, yet customers can still see “We’re expecting it” until the first individual parcel scan — sometimes not until the destination Delivery Office several days later.
This is particularly poor for a service sold as tracking from despatch/posting through to delivery, because once Royal Mail has physically collected the manifested mail, “We’re expecting it” gives the customer the impression that the retailer has not actually handed it over.
There seems to be a very simple solution:
Have the collection driver scan the A4 manifest when the mail is collected.
Every Tracked 24/48 item linked to that manifest could then receive a status such as:
“Royal Mail has collected the consignment containing your item – individual item scan pending.”
This would not need to mean that every individual parcel had been scanned or accepted for compensation purposes. Royal Mail could retain the first individual barcode scan for that if required. The manifest scan would simply confirm the factual position that Royal Mail has taken custody of the manifested consignment.
One scan by the driver could therefore update every item on that collection without adding the workload of individually scanning hundreds of parcels.
It would remove a large number of unnecessary “have you actually sent my order?” enquiries and give customers a much more accurate tracking journey.