Tracking details interpretation please :o)

[pepsi_max2k]

Hey all, just wondering if someone could clear up the following (I'll note why after):

http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false;
AD622176147GB

Code: Select all

Date	Time	Status	Track point
16/01/15	14:06	COLLECTED FROM16/01/15			NEWTOWN PDO
16/01/15	14:06	HELD AT ENQUIRY OFF				NEWTOWN PDO
16/01/15	11:45	UNDELIVERED16/01/15				NEWTOWN PDO
16/01/15	07:21	ON DELIVERY						NEWTOWN PDO
16/01/15	06:40	RECEIVED AT PDONEWTOWN PDO		NEWTOWN PDO
16/01/15	02:58	DESPATCHABLE TONEWTOWN PDO		CHESTER MAIL CENTRE
16/01/15	01:41	RECEIVED ATCHESTER MAIL CENTRE		CHESTER MAIL CENTRE
15/01/15	18:21	DESPATCHABLE TOCHESTER MAIL CENTRE		LEEDS MAIL CENTRE
15/01/15	17:57	COLLECTED							LEEDS MAIL CENTRE

It's a customer SD delivery, who's complained the item was delivered late and wants a refund (in itself a little weird).

Tracking looks even weirder though - mainly, since when could an item on delivery be collected from the sorting office on exactly the same day (2.5 hours later). Is this something specific to SD, or are they just super efficient down at newtown? The second weirdish thing is "COLLECTED FROM16/01/15" - normally it would give the location of collection? Plus it's only showing as held at delivery office at exactly the same time it's "collected".

I just ask as it looks possible, given the customer's comments, that someone could have decided they wouldn't make the delivery time, and to keep themselves the right side of targets, have got creative with scanning options (is that even possible?). Or, the tracking is entirely correct and item was indeed undelivered at 11.45 and collected from delivery office at 2.06?

[Himaggen]

I would suggest that the item was indeed unable to be delivered at 11:45 on 16th. For the purposes of a claim for compensation since the initial attempted delivery was within the envelope specification of 13:00, no compensation will be payable.

I would then expect that as a result of a P739 card being posted the customer went to the Callers Office to collect the item regardless of any date/time stipulated.

My guess is that the item had been returned but had not yet checked into the Caller Office, then upon request the item was found and checked in then out in close succession.

[TrueBlueTerrier]

I think the most likely scenario is that the Postie attempted delivery at 1145 breaking off from his route to do tracked and prios. He didn't get an answer to scanned it as not delivered. Then at 14:06 the customer or postie saw the other and delivery was reattempted again this time successfully. For that to happen and the system to not report a false failure the postie had to do a "Ready for collection scan". He then handed it over with signature.

However it is also possible that a insincere postie scanned it at 1145 as delivery attempted without actually trying and then did the other 2 scans when they go to the address. However this is the least likely scenario as the GPS point is uploaded at the same time as the scan and any investigating manager can see where (to within tens of yards) the actual scan took place (and when).

If the customer wants a refund I would make a claim to Royal Mail, then should then investigate and although you might not know what actually happened you'll be able to defend against the claim if the customer is chancing their arm. If it was the Postie then they'll be counseled and hopefully do it the right way next time.

[Mezza]

Customer services wouldalso be able to shed more information on the scanning that has taken place.

The Royal Mail track and Trace system used internally would have an identifying code next to each scan.
This identifying code relates to where the item would have been scanned.

On delivery would have been scanned by the pda(scanning device) that the postie used and would have his own duty number appear on the tracking.

From the callers office would show another duty number, usually followed by a 'C'.

This would at least clear up the issue as to if it had actually been collected or if the postie had done anything irregular.