Customer saying they haven't received Tracked I delivered

peshwaarinaan · Post by **peshwaarinaan** » 09 May 2017, 17:41

Pulled up by Lino this morning. I delivered a Tracked last Thursday and customer rang yesterday (4 days later.....) dto say they haven't received it.

I clearly remember the item which I left in an enclosed porch.

Lino said DOM and another Lino will be going to see the customer tomorrow and said that if this happens again, action will be taken against me!!!!!! It's the customer's word against mine and from the looks of it, RM will be on the side of the customer. This is the first complaint I've had since I started two years ago.

Can anyone please tell me if this Lino is right? How can this be used against me in future when the customer is clearly trying it on.

Thanks in advance.

shepherdess · Post by **shepherdess** » 09 May 2017, 17:45

Never leave a parcel in the porch it's not secure and leaves you open to situations like this , no answer neighbour or card it

Post by **Lounge Lizard** » 09 May 2017, 17:47

Did the Tracked item have a "Safeplace" instruction and is the "enclosed porch" within sight of the road ?
You could be fortunate "that if this happens again, action will be taken against" you and not action taken against you this time.

number one · Post by **number one** » 09 May 2017, 17:48

If you scanned at the doorstep then the GPS on the PDA will back you up.

k979aaa · Post by **k979aaa** » 09 May 2017, 17:49

peshwaarinaan wrote:Pulled up by Lino this morning. I delivered a Tracked last Thursday and customer rang yesterday (4 days later.....) dto say they haven't received it.

I clearly remember the item which I left in an enclosed porch.

Lino said DOM and another Lino will be going to see the customer tomorrow and said that if this happens again, action will be taken against me!!!!!! It's the customer's word against mine and from the looks of it, RM will be on the side of the customer. This is the first complaint I've had since I started two years ago.

Can anyone please tell me if this Lino is right? How can this be used against me in future when the customer is clearly trying it on.

Thanks in advance.

Did it go through the letter box?

peshwaarinaan · Post by **peshwaarinaan** » 09 May 2017, 17:50

Did it go through the letter box?

No it was a large packet.

peshwaarinaan · Post by **peshwaarinaan** » 09 May 2017, 17:51

number one wrote:If you scanned at the doorstep then the GPS on the PDA will back you up.

The GPS shows it being delivered. The van was parked in the street opposite and I must have sent it when I got back to the van.

Dexydog · Post by **Dexydog** » 09 May 2017, 17:53

I had one last week.
Tracked item, pulled up next morning, I posted it through the letterbox!!
Lino showed me on computer that it had been scanned at the correct address.
Still he had me going to see customer that day to see if they had "found" it.
Went 3 times that day, no answer.
Not heard a thing since.
The whole tracked/recorded/registered procedure is a joke.
At the end of the day it's your word against a customers who is clearly trying it on.

Post by **Lounge Lizard** » 09 May 2017, 17:55

peshwaarinaan wrote:
number one wrote:If you scanned at the doorstep then the GPS on the PDA will back you up.
The GPS shows it being delivered. The van was parked in the street opposite and I must have sent it when I got back to the van.

But if it's in an insecure porch, especially within sight of the road, anyone could have taken it and then you're to blame.

Not wishing to worry you but others have lost their job from just that.

Momo90210 · Post by **Momo90210** » 09 May 2017, 18:01

Relax nothing will happen if you have left the item in their porch (safeplace) on their property and someone has actually stolen the parcel then it becomes a police issue. Royal mail keep banging on about wanting us to get rid of tracked items at all costs therefore you are only doing as instructed

k979aaa · Post by **k979aaa** » 09 May 2017, 18:07

Momo90210 wrote:Relax nothing will happen if you have left the item in their porch (safeplace) on their property and someone has actually stolen the parcel then it becomes a police issue. Royal mail keep banging on about wanting us to get rid of tracked items at all costs therefore you are only doing as instructed

Still not safe if you know it is not safe other than that maybe the owners should make sure their homes are safe from intruders whoever they maybe!

Darren Bent · Post by **Darren Bent** » 09 May 2017, 18:11

Did you scan it and it will be on PDA history with GPS. it should be enough proof you have delivered it.

number one · Post by **number one** » 09 May 2017, 18:11

Lad at my place was accused of not delivering a parcel after he had handed it over to a customer. Apparently the customer said it was an Ipad pro worth £1000. Next day postie went to the address, went round the back and looking in the blue recycling bin. Supeise surprise there was the empty box. He took it back to the office then Royal Mail security got involved and dealt with the customer. Got the usual from the customer, it must have been a misunderstanding.

clashcityrocker · Post by **clashcityrocker** » 09 May 2017, 18:14

Darren Bent wrote:Did you scan it and it will be on PDA history with GPS. it should be enough proof you have delivered it.

If however he has left it in an unsecured porch he has wilfully breached the security of the mail.
A breach of the mail integrity is a sackable offence.
I think it is clearly stated in the guidelines that an unsecured porch is not a safe place.
If you can open the door to put the packet in, then anyone can open the door to take it back out.

k979aaa · Post by **k979aaa** » 09 May 2017, 18:16

Darren Bent wrote:Did you scan it and it will be on PDA history with GPS. it should be enough proof you have delivered it.

Delivered yes secure no depends upon how it was delivered and where it was left lot's of permutations could have happened be very careful how you answer those questions though.