Non-delivery and no reply from the customer

[chris ashdown]

We ask them to check with both their local post office as well as their local sorting office that the goods are not there and then after a few more days either send the replacement or refund after they have again confirmed no receipt

Quite a large number never get back so assume they eventually got the goods, mind you one customer sent a email saying they did not receive their goods ordered 3 months ago, What can you say to that?

[los_design]

I would also await any findings from the PO before making a final decision on this one, with or without the client feedback.

JMTC

[fleetwood]

What can you say to that?

refer them to your terms & conditions which state "claims for loss or damage must be made within x days" of our despatch notification.

belt and braces clause:

"if you have not received an order despatched email from us, and you have not received your order within y days from date of ordering, you must notify us within z days of date of order"

[pinbrook]

If the package is send standard second or first class mail (ie, not signed for)

I never send anything without a certificate of postage...

and always investigate before refunding

and make sure they've check the local depot to see if its sat there

[chris ashdown]

I never send anything without a certificate of postage...

We could go that route but the extra £0.66 really add up so for low order we dont bother and take the odd loss on the chin and save the 66p as our insurance petty cash

[acompton]

I never send anything without a certificate of postage...

Do you mean one of the little forms the nice people at the PO counter sign & stamp? We use those all the time. I think Chris is talking about something different.

Alan

[pinbrook]

Do you mean one of the little forms the nice people at the PO counter sign & stamp? We use those all the time.

yes these thingys, they are free and have £27 compensation inc.

[chris ashdown]

Sorry what we use is Packet post and for higher value we use the signed for service which costs about £0.66 and offers 10 times the postage cost in insurance

I think the certificate of posting is just that proof of posting but no compensation

We could as i say use the signed for service on all but the low level of missing parcels could make it expensive

[TraceyHand]

I think the certificate of posting is just that proof of posting but no compensation

That's not correct actually..
A Royal Mail slip (that fits 10 names/addresses on) certificate of posting does cover compensation up to 100 times to price of first class mail..so currently £34.00

Actually, in some cases, Royal Mail have paid out without a POP. I don't get one anymore because my mail is collected from reception in the building where my shared office space is.

[pinbrook]

That's not correct actually..
A Royal Mail slip (that fits 10 names/addresses on) certificate of posting does cover compensation up to 100 times to price of first class mail..so currently £34.00

it probably is £34, I thought it was £27 but I may have got that figure from when first class post was 27p. Thats the trouble with stamps only having 1st or 2nd on them, I have no idea how much it costs to post a letter.

Anyway: we have sucessfully claimed compo for lost parcels using cert of posting only.

[Froogle]

not that I am spectical or anything but they probably received the package and were trying to bluff you for a free one.

ask you've said you'd put in a claim and royal mail may contact her she crapped herself.

[chris ashdown]

You are right as I have just confirmed it with the PO

My problem was we use packet post and unable to get the traditional certificate as all bags tied up on dispatch

PO tells me the Packetpost document will suffice as a certificate of posting so thats great news for me, as we have lost the odd packet and just wrote it off so now we will get written letter from customer to say never delivered and use that to claim

[acompton]

Quick follow-up on the orginal post. Customer finally got back to me and asked for a refund.

... and the parcel turned up on our door, having sat in the Sorting Office

* sigh *

Alan