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Customer Postage problem
 

Right, I wonder if any of you can help me....

I have a regular customer who buys quite a bit from me- Spends usually £50-100 at a time and does so 4-5 times a month. Just a nice person and good and smooth transactions.

I send all his items via Royal Mail Signed service and usually I don't have any problems with.
Every now and again he claims that item has NOT been delivered and tracking doesn't show updates.


Now, I sell about 500-600 items every month and I hardly ever get any problems with tracking services. I have had problems with international deliveries before, when local post services have failed to deliver but thats just "one of those things"

It seems that every time the parcel tracking does not get updated in Royal Mail system, the parcel also goes missing.
I find it odd- I think he might be receiving the items, but just not signing for the parcel. I just find it odd that 99% of the time I hardly ever have problems with tracked services, yet that ONE customer seems to lose one every 3 parcels or so.


What should I do? I COULD possibly use UPS and make sure this doesn't happen again, but is there a way to sort these cases with Royal Mail or get more information about certain parcels?
Or is there a service that I can contact to perhaps hint that there might be something fraudulent going on with this customer?


As I said, usually everything is OK but with the numbers that I ship, I just think its odd that I constantly have a problem with the same person.

Any suggestions, any experience with such cases or ideas?

Thanks guys.

Re: Customer Postage problem
 

Just to clarify Haidukken, is the customer in the UK or international?

Re: Customer Postage problem
 

It may be worth using special delivery instead. Postmen are a bit lazy sometimes and don't get the signatures for just standarded signed for items and instead post the item. They always get the sig for special delivery though without fail

It does sounds like your customer is playing the system a little

Re: Customer Postage problem
 

Right James? Thats what it feels like.
And I feel horrible for thinking that because he is a good buyer and leave quite a bit of money to my eBay store- So I shouldn't really kick up a fuss, but still... Feels odd.

I might give the special delivery a go, if thats any better- Its only couple of extra pounds anyway, so its not like I'm breaking bank.
If I see a change in his case, I'll just keep sending 'em special delivery. That'd be an easy way to fix it.

Should I or can I report him to Royal Mail or something? He might do that a lot, not just me. Who knows...

Re: Customer Postage problem
 

You can report the issue to Royal Mail yes and they would investigate it

Re: Customer Postage problem
 

James, I would be lost without you.

Re: Customer Postage problem
 

Unfortunately a small percentage of RM signed for packages are delivered to recipient but the tracking is never updated to show this. It usually just says "your item is progressing through our network for delivery" which always worries me because an unscrupulous buyer could quite easily claim INR and seller could not prove othewise. In most cases RM cannot even find out if its been delivered or not as this is not a proper 'tracked' service. Only good for low value items.

As for RM Special Delivery, have sent thousands of packages in last 5 years or so via this and the majority (99.9%) arrive next day (if buyer is home to sign for package) and the tracking is updated. Problems can arise with tracking, usually if buyer collects from local delivery office and postman fails to update the tracking. You can claim back postage cost if late or if tracking fails to get updated - have got money refunded many times due to this.

If sending anything over £50 in value the extra security of SD is always worthwhile. RM can 'usually' find out if an SD package has been delivered even if tracking is inconclusive so for valuable items always us SD.

Re: Customer Postage problem
 

Use royalmail track service it's much cheaper then special delivery and little but more then sign for

Re: Customer Postage problem
 

Do you have a link for this service?

I thought Royal Mail do Special Delivery or Signed for, nothing in between.

Re: Customer Postage problem
 

It's goes through dispatch manager
It's not for general public it's for business

If you have online business account with royalmail or account manager ring them up they will activate your service

It's little bit expensive then sign for but reliable

Royalmail forcing many many business to move from normal to this service as it's all automatically updates

Re: Customer Postage problem
 

you need to file a claim with the post office every time he claims non-receipt and then his address will soon get flagged up.

There has been a few cases like this on you tube.

Re: Customer Postage problem
 

Well these sign for parcels never track and royalmail not provide proof of postage since it's goes in gray bags etc I tought you can't claim on royalmail since no proof of postage

Re: Customer Postage problem
 

I assume this varies from one post office to another. I know some, during busy periods will throw them into grey bags and off they go, whilst others will tirelessly spend hours to put every single item into the system. I think the latter is where Royal Mail pay them a small comission for their services - as I can't see any other reason why they'd do it.