Special Deliveries not getting scanned in

[simmo11]

Hi there

I work for an online business and we send multiple items each day by Royal Mail Special Delivery for delivery the next working day by 1pm.

Recently, we have seen a number of parcels being picked up and then the following day, when tracked, no information being available online (or when calling Customer Services where they have no record of the parcel entering into the network). The parcels generally turn up the following day or one after but it is frustrating a) due to the delay and b) the lack of information (basically our customers do not believe we have sent the items). We gather that the packages in question are not being scanned in at the Mail Centre in a timely manner but does anyone have any idea why this might be happening and how we can get this resolved?

Many thanks in advance.

[TrueBlueTerrier]

Has it only been happening recently if so it may be just because of the transfer of servers that Royal Mail have been undergoing recently. The Track and trace system has been affected adversely but not quite as bad as Smart Stamp was.

If it is a regular thing then I would raise your concerns with your account manager as even if a single MC fails to scan someone should be scanning them at some point during its travel through the system.

[postman1979]

Hi there

I work for an online business and we send multiple items each day by Royal Mail Special Delivery for delivery the next working day by 1pm.

Recently, we have seen a number of parcels being picked up and then the following day, when tracked, no information being available online (or when calling Customer Services where they have no record of the parcel entering into the network). The parcels generally turn up the following day or one after but it is frustrating a) due to the delay and b) the lack of information (basically our customers do not believe we have sent the items). We gather that the packages in question are not being scanned in at the Mail Centre in a timely manner but does anyone have any idea why this might be happening and how we can get this resolved?

Many thanks in advance.

This is a regular occurance at this time of year. the volume of SD being posted prevents a large number receiving every scan they ar due.

[simmo11]

Hi there

I work for an online business and we send multiple items each day by Royal Mail Special Delivery for delivery the next working day by 1pm.

Recently, we have seen a number of parcels being picked up and then the following day, when tracked, no information being available online (or when calling Customer Services where they have no record of the parcel entering into the network). The parcels generally turn up the following day or one after but it is frustrating a) due to the delay and b) the lack of information (basically our customers do not believe we have sent the items). We gather that the packages in question are not being scanned in at the Mail Centre in a timely manner but does anyone have any idea why this might be happening and how we can get this resolved?

Many thanks in advance.

This is a regular occurance at this time of year. the volume of SD being posted prevents a large number receiving every scan they ar due.

Whilst I fully understand this, as long as RM keeps marketing SD as a premium service (with the corresponding price tag) and as long as the guarantee is in force this should not be acceptable.

[IcanthelpthewayIam]

Hi there

I work for an online business and we send multiple items each day by Royal Mail Special Delivery for delivery the next working day by 1pm.

Recently, we have seen a number of parcels being picked up and then the following day, when tracked, no information being available online (or when calling Customer Services where they have no record of the parcel entering into the network). The parcels generally turn up the following day or one after but it is frustrating a) due to the delay and b) the lack of information (basically our customers do not believe we have sent the items). We gather that the packages in question are not being scanned in at the Mail Centre in a timely manner but does anyone have any idea why this might be happening and how we can get this resolved?

Many thanks in advance.

This is a regular occurance at this time of year. the volume of SD being posted prevents a large number receiving every scan they ar due.

Whilst I fully understand this, as long as RM keeps marketing SD as a premium service (with the corresponding price tag) and as long as the guarantee is in force this should not be acceptable.

Just to poitn out, they dont market it to get a scan every step of the way, in fact lifted from the royal mail website:

Track your item online

When we deliver your item we’ll collect a signature to confirm receipt. We then update our online Track & Trace system with details of the delivery time and date. We’ll also add an electronic copy of the signature taken, with our Electronic Proof of Delivery (ePOD) service

So as TBT suggested you should raise your concern with you account manager if it has been a regular occurance but as postman1979 suggests it may because of the time of year coupled with the fact that royal mail dont guaruntee to scan it at every step of the way(though usually they do!)

also have a quick couple of questions for you, you say picked up, are you getting these items picked up from your premises or are you posting them at a local post office? because if posting at the local post office then they will be scanned there and then

if you are having them picked up from your work place are you using a special delivery dispatch book with the barcodes on the two tear off strips? if not then this could be why the dont enter the system at the mail centre(though they should!)

[shipmaster122]

Hi there

I work for an online business and we send multiple items each day by Royal Mail Special Delivery for delivery the next working day by 1pm.

Recently, we have seen a number of parcels being picked up and then the following day, when tracked, no information being available online (or when calling Customer Services where they have no record of the parcel entering into the network). The parcels generally turn up the following day or one after but it is frustrating a) due to the delay and b) the lack of information (basically our customers do not believe we have sent the items). We gather that the packages in question are not being scanned in at the Mail Centre in a timely manner but does anyone have any idea why this might be happening and how we can get this resolved?

Many thanks in advance.

This is a regular occurance at this time of year. the volume of SD being posted prevents a large number receiving every scan they ar due.

Whilst I fully understand this, as long as RM keeps marketing SD as a premium service (with the corresponding price tag) and as long as the guarantee is in force this should not be acceptable.

Agreed. Unfortunately, I get the feeling that RM wants to give the impression to it's customers that they are coping fine, but behind the scenes I imagine there are many delays and problems. Of course, to be expected, but RM should let customers know a bit more than whats on their Service Updates, for example if there are issues with the scanning of SD's.

[TeeferTiger]

But that would involve RM being honest and taking the fall themselves instead of blaming someone/something else for their failings?!

[TrueBlueTerrier]

But that would involve RM being honest and taking the fall themselves instead of blaming someone/something else for their failings?!

The old duck scenario - nice and calm on the surface and paddling like mad to keep up under the water.