HELP! SMART STAMP

[TFL001]

if a customer is using smart stamp to pay for there postage and not my branch. Come in with a signed for book direct of Royalmail... If one of the items is wrong each day am i correct to tell them to take it back and re-stamp it? NBSC has advised to accept the mail item through speedbulk and place it in the loose mail item bag.. and royal mail should charge them... The customer has been told by the post office customer service it should be stampted with the difference at the post office ... I await the complaint .... Who is right me ? NBSC ?or Post Office cuntomer services? + what would you do ?

Look forward to hearing everyones views

[manboss]

Shouldn't you follow what NBSC say, regardless of what the customer tells you? anyway, isn't it like franked mail, if its under franked, they either take it back and put the remainder on or if they what to post it there and then, then they pay the full amount again.

[TFL001]

Po customer services have took his side ... So I emailed royal mail who have confirmed the label should be taken off and payed at the post office and the customer can refund the label .. or the customer can take it back and put postage on again and refund... Don't know why he can't just price them right in the first place .....

[manboss]

Personally, i'd still go by what NBSC say, if the customers upset that's not really your problem your following the correct advice plus don't NBSC still give you a reference number, so you've got that back you up. I guess if you wanted to help the customer further you could get him to get you the contact name and direct number of the advisor at PO customer services and correct them!

[subbie]

Customer services are correct on this occasion, Postmasters job is to check all mail handed in for the correct postage tariff,
so if you spot incorrect postage you simply tell the customer they will have to pay the difference, which you do by fixing a postage label for the difference . You get paid for the label as if you has sold the full amount in the first place.

You could point out to the customer that they are not saving themselves anything by trying to play Postmaster at home and producing their own postage, because it costs them the licence fee to Rm to download and use Smartstamps, plus the cost of their ink

Subbie

[TFL001]

Subbie don't worry I've told him all about are fantastic drop and go service ;) .... He only wants to 'USE US' as a drop off point ... I'm going to phone customer services when I get a chance following nbsc orders until then ... If he wants to do it him self why can't he just get it right hahha some customers can be awkward
:---)