Missing order

[coe114c]

I sent a package out to a customer nearly 2 weeks ago via Royal Mail and she said she never received it. RM said we have to wait 15 days before they can investigate it so as a gesture of good will I sent the order out again a few days ago. Today I get another e-mail saying she never received the 2nd parcel either. I send at least 5 or 6 parcels a week with RM and have hadly ever had problems with them not arriving previously - and never twice to the same address.
I am reluctant to send out another one until it can be investigated, do you think it is unreasonable of me to ask her to wait until then or would you just bite the bullet and send the next one recorded and write it off?

[DGLM]

I had this with DHL, 3rd time it got there.

Are you tracking the parcels? or is it just standard?

It tracked I would send it out again

[coe114c]

No not tracking them but I do have proof of postage with the postcode. I send most of my orders out with Fedex so they are tracked but smaller ones go in the post as it's cheaper.

[accountantpete]

Hi Helen - I think you have to presume that the customer is being truthful and send the next package recorded delivery - at least you wont feel guilty about letting a customer down.

[Indizine]

If both items were sent recorded delivery, ask the customer a) does she want to wait?

- after all I presume your postal terms will say please allow upto 28 days, which is pretty standard terms as a contingency even though it never takes that long, but this is the time to rely on such a term.

or b) If she wants to pay you the extra to send by special delivery next day and she pays upfront the extra.

If you say it like that, she is making the decision, and relieves you of it.

You have already shown willing with the 2nd delivery.

[RawRob]

Double check the address with the customer. I once had a customer who mis-typed their house number and the parcel was at a neighbours house on the other side of the street.

Rob

[Fuzzy]

I would ask customer what she'd you to do. I would def send the next parcel RD even for the extra few quid and then claim from Royal Mail for the two lost parcels

We only have had one parcel delayed and it arrived on the 15th day, customer was happy to wait, but we were ready to send the replacment order out at their request.

I think keeping in contact with your customer is vital and also change your postage T&C's to reflect any action you will take.

[RawRob]

Also, have you got the customer to check at their local Royal Mail Delivery Office, it could be there even if they weren't left a card telling them that.

Rob

[sharp end training]

Since the recorded system changed from the orange ticket to the bar code on receipt, RM seem to be on a mission to drive people to this. You probably aren't going to get any joy out of them.

Any small couriers on hand to do the job? - chance to gain a customer for life by going the extra mile in the face of such RM indifference etc etc