Parcel not redirected, what happens next?

[smashingpumpkins]

As title - I have a redirection in place, however a subscription order has slipped through the net and has been delivered to my old address.

I've contacted RM who advise that they will investigate and attempt to recall said parcel.

Does anyone know what happens if they can't/don't recall?

Package value is around £60 if that matters.

Thanks!

[yellowbelly]

If the recipient at your old property denies receiving the item or it can't be retrieved then you should complain.

Just looking at the redirection T&C's, it appears you should get a refund (pro-rata) for the number of days that your items didn't get
re-directed (I thought you got a full refund for the whole re-direction period but the date on the T&C's is 2024 so this may have been
amended recently!). So you might only get one day refund on the re-direction. The claim for the value of the missing parcel comes under
RM's General T&C's (para 11.5 below) which you (or the sender) should also claim for - if it is not retrieved.

11.2 If we do not provide a Redirection as required by
our agreement because of our negligence, our
breach of our agreement or for any other reason
for which we are responsible in law (such as
our duty to provide the Redirection service with
reasonable care and skill), we will refund the
charges you have paid for the Redirection on a
pro rata daily basis for each working day when
we did not provide the Redirection as required by
our agreement, and that will be our only liability
to you (subject to clauses 11.4 and 11.5).

11.3 Subject to clauses 11.4 and 11.5, the total
amount we will be liable to pay under clause
11.2, or otherwise under or in connection with
out agreement, will not exceed the charges paid
for the Redirection.

11.4 We do not exclude or limit in any way our liability
that cannot by law be excluded or limited, such
as liability for death or personal injury caused
by our negligence or any liability for fraud or
fraudulent misrepresentation.

11.5 Nothing in this agreement affects your statutory
rights or other rights under a scheme or
contract for the delivery of a postal item. The
conveyance of a postal parcel, letter or any
other item under our postal services, which is
subject to a Redirection, is governed either by a
scheme made under the Post Office Act 1969,
the Postal Services Act 2000 or a contract with
us, and compensation for loss of, or damage
to, such an item, or if we deliver an item late,
is provided by that scheme or contract and
not by this agreement. You can find out more
about the schemes at www.royalmail.com/
termsandconditions Advice about your legal
rights is available from your local Citizens Advice
Bureau or Trading Standards office.

[smashingpumpkins]

Ok, thanks for that.

I've heard nothing further, although it is early days, so I will update once I hear more.

[yellowbelly]

Good luck keep us updated, it's good to know when there's a resolution to an issue.

A second thought occurred to me - when we scan parcels to our route, a pop up message should be received that a redirection is in place for the address and we have to confirm whether the parcel redirection is valid (ie it needs redirecting) or to ignore it ie it's for the new occupants.

Sounds like something went a bit wrong somewhere - either with the tech on the day (sometimes our devices only work in offline mode if there's a network problem - so I'm not sure if the redirection data would be live in that case) or a human error.

[menditsa]

Are you scanning your parcels to a walk or ROI ?
I can state for fact when scanning to ROI a CSP or redirection will not show up.