When a item shows as delivered on track n trace but it's not

[cotc2001]

I've had a few of these before but thought I might get a better idea on how this happens straight from the horses mouth so to speak.

I can appreciate that this happens now and again and it's not a pop at anyone just me wanting to know how this can happen.

We always send our parcels out Royal Mail 1st class signed for (so we get a signature at the end to prove it's been received) a few times we've sent parcels out, customer has let us know it hasn't arrived yet (normally they arrive next day or day after - well done RM workers). So we do a track and trace on it via the website which says it's delivered but no signature ever appears on there.
I know there is always the possibility of a customer saying they haven't received something when they have but for all the times this has happened it's always to customers who i've got a really good relationship with and wouldn't do that sort of thing (100% sure).

So basically im just after a bit of info on the mechanics of how a parcel can be shown as delivered when it hasn't been. i.e could it be that the barcode has been scanned incorrectly at delivery point (posties round our end now use the electronic hand held scanners and touch screen pads) - that sort of thing .

Just would like to know as everytime we try and claim on the compensation from RM they say no say our systems say it was delivered so tough luck.

Any info appreciated.

[concerneduk]

My experience is that when paper signature cards are used if it is wet it is impossible for it to be scanned sufficiently to put online tracking will show as delivered but no signature avaiable. As for deliveries with PDA's again my experience is they crash alot and a relient on a mobile network. If as like my area where network is patchy items store up to send when signal is back, if in this period the PDA crashes and is rebooted as we are instructed all data of unset items is usually lost so with recorded no information will be avaialble online. If it is a special delivery it will default as delivered after 2pm unless data is provided to the contray I believe but not sure. But again will not have a signature to show online.

[belle smith]

it's not unheard of for staff to deliver recorded deliveries without obtaining a signature. but i have no idea how that would show up on the system as having been delivered.
do you ever send special deliveries, and does it ever happen with them? because it is unheard of for staff to deliver these without a signature.

[Captain Scarlet]

I think the reason will be that to keep quality of service up as high as possible items that are late or are not going to be delivered on time(we can be fined for these)are scanned and signed by Mr Anon at the dely office so any record shows items have been received. Had one myself a few days ago, customer checks online, item signed by ????? not received and surprise surprise it turns up 5 days after it was posted, this was a special dely as well, so customer paid about £6 for nowt and he was convinced someone else had got his mail!!! phantom signatures! QOS intact................fishy

[coxie]

a lot of postmen who have recorded deliveries post them if the person is not home to save them the effort of having to collect it and to save themselves the efford of having to take it back.

[wardroom]

I think the reason will be that to keep quality of service up as high as possible items that are late or are not going to be delivered on time(we can be fined for these)are scanned and signed by Mr Anon at the dely office so any record shows items have been received. Had one myself a few days ago, customer checks online, item signed by ????? not received and surprise surprise it turns up 5 days after it was posted, this was a special dely as well, so customer paid about £6 for nowt and he was convinced someone else had got his mail!!! phantom signatures! QOS intact................fishy

M8 tells me in his place the gun is cleared as delivered every day as the duty finishes before end of walking duties, so 100% QOSevery time, Nice little earner for the dom (bonus time)