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Royail Mail states Item was delivered , Customer states it didn't arrived

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Hi Everyone,
Please assist me with below,
item reached UK on 30-01-2017,it would have reached the customer by 6-01-2017 .According to Royal mail Web tracking service item is already delivered,Plz see attached screen shot

Customer complains that he/she has not received the item, also upon checking address via royal mail post code finder ,address seems to be a bit different as provided by customer, It might be the reason that address is not accurate and parcel is delivered on wrong address.Or customer already got the product he/she do not want to keep it and wants full refund for it,

Your advise is required that what should i do in this regards,

thanks


Buyers are required to provide a valid delivery address and sellers are required to dispatch to the address given by the buyer.

Explain this to your buyer, show them the address they gave (copy of dispatch note) and the confirmation of delivery to that address. If they have given a wrong address perhaps they can go and collect it?


Hi,

The screenshot you have attached does not show the item has been delivered. When it has been delivered, the three dots are in green.


Yep. As stated above, it looks like item hasn't been delivered.

The text below, which isn't included in the screenshot will give more information.


See attached screenshot for what a delivered item should look like on the Royal Mail website :

Edited by: ASR Posters on Feb 13, 2017 4:48 PM - due to bad grammar and even worse spelling!


You've gone to all that effort to XXX out the number, but the number is shown in second screen shot on address bar

Personally don't think the signature will stand up as it looks like a couple of circles and "" at the top of it.

Can see the name of BERNARD too as being the printed name.

I would inform the buyer that as you have proof of delivery, you will have to raise this issue with royal mail, and also check that the buyer has contacted the correct seller for correct order. Buyers can and do sometimes get orders mixed up

If the buyer has the right seller / order then you'll have to make a judgement call what to do next, but be aware of the A-Z route.


Raindropsies wrote:
You've gone to all that effort to XXX out the number, but the number is shown in second screen shot on address bar

Personally don't think the signature will stand up as it looks like a couple of circles and "" at the top of it.

Can see the name of BERNARD too as being the printed name.

I would inform the buyer that as you have proof of delivery, you will have to raise this issue with royal mail, and also check that the buyer has contacted the correct seller for correct order. Buyers can and do sometimes get orders mixed up

If the buyer has the right seller / order then you'll have to make a judgement call what to do next, but be aware of the A-Z route.



Tell the customer that you are handling their case over to action fraud and that you have activated the hidden embedded tracking chip, you'll be amazed how many customers suddenly say, Oh the postman left it behind the dustbin, or he left it in the garage and so on, basically this sort of action is cutting down losses by 80% so a little twist in the tail doesn't do any harm.


and if it really hasn't been delivered and the buyer asks where the tracking chip says it is?


The neggers are out!


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