Customers lying about theft of Parcels

[menditsa]

This relates to when we have tracked items that can be posted and we follow RM procedure by taking a photo of the item in the letterbox and then push fully through after taking the photo.
I've noticed lately a huge increase in people claiming the Postie left the package hanging out of the letterbox and they never got the item.

Today I had a little chat with a 40 year service Postie on shift crossover and he was saying he had a situation where he had been questioned about this kind of lying by a customer this week when they accused him of stealing the package.

He was rightfully upset as he's a good and honest Postie that still takes pride in his work.
Now he says he will never post or leave safe anything for that address due to this false claim.

Sad that these kind of people don't understand that their lies could cost someone their job and more.

To me people like this should have a marker on their address to have to collect all mail and packages from the DO.

[wilkco]

Royal Mail should introduce a marker on the PDA’s for addresses that if they claim a missing or stolen that shows a picture then only one attempt and not to leave save and the customer must come to the DO to collect would soon put a stop to that stuff and also save RM thousands in false claims

[twoloops]

Royal Mail no longer investigates any claim & just pays out ....... FACT

[LouBarlow]

I’ve noticed an increase in signed for tracked on my delivery, which are a massive pain in the arse to be honest, but maybe this is why? Seems harder to claim that an item was pinched if there is a signature, though again it could be argued by the customer that the postie signed for it as apparently a lot still do.

[michael147]

This is the worst sort of behaviour we have to put up with and it really boils my blood.
I deliver to a remote farm, 1km down a track off a B road only used by locals.
They recently expanded their business and over Christmas myself and 3/4 couriers were going each day.
A high value item went missing from an outhouse that we had literally been leaving things in for decades.
It caused no end of problems.
When i finally spoke to the residents it seemed things had started going missing weeks before, coinciding with the new influx of visitors.
They were not that bothered as they simply claimed for these items, oblivious to the issues it was causing.
Neither did they bother to inform us that the outbuilding was no longer a safe location
Bloody customers!

[ted_e_bear]

Why do these things even get investigated ? Surely when the complaint is made the person investigating would see that procedure has been followed exactly and dismiss it as a no further action required decision.

[TopperGas]

I’ve noticed an increase in signed for tracked on my delivery, which are a massive pain in the arse to be honest, but maybe this is why? Seems harder to claim that an item was pinched if there is a signature, though again it could be argued by the customer that the postie signed for it as apparently a lot still do.

It hard to argue that if the photo is taken with their door open?

[iHateD2Ds]

Tracked 24 / 48 offers compensation up to £150 which is too tempting for a lying scumbag and high value items left in shed.
Royal Mail needs to insist customers apply for safe place approval and not rely on Posties helpful demeanour and house holders honesty.

[LouBarlow]

I’ve noticed an increase in signed for tracked on my delivery, which are a massive pain in the arse to be honest, but maybe this is why? Seems harder to claim that an item was pinched if there is a signature, though again it could be argued by the customer that the postie signed for it as apparently a lot still do.

It hard to argue that if the photo is taken with their door open?

True that.

[yubin282]

Just do things correctly, take photos. If RM are crazy enough to pay out automatically that’s there problem. I’ve also thought it would be fair to have the option of taking photos to show why something hasn’t been delivered. Blocked letterboxes, big nasty dogs, gates padlocked and front gardens like an obstacle course.

[kazardaimenu]

The photo can’t really prove anything just proves to an extent the parcel was there. Nothing to stop them saying the item was left half way into the letterbox and pinched by a ne’erdowell. Pain in the ass getting a good snap of a big boxy item and many times it’s not clear where exactly the item is even if it’s in their hallway. Like someone said earlier if a customer has made a questionable claim their item should go back to the DO no second attempt bollocks and they can come pick it up.

[Mr Rush]

I’ve noticed an increase in signed for tracked on my delivery, which are a massive pain in the arse to be honest, but maybe this is why?

Yes, there is nothing more annoying especially when it would fit through the door.

Obtaining signatures is practically meaningless other than to deter softcore crooks from the temptation to put in a fraudulent claim. The ones who have zero sense of shame will try it on anyway even if you have a photo of it in their open doorway. By chance it turns out their door is the same as all the others on the estate or you didn't manage to get that distinct flowerpot (featuring the long-dead plant) in the photo, so they get lucky and win a claim. And so we escalate to security numbers. It's all so very tedious.

[jimmynailsalive]

I’ve noticed an increase in signed for tracked on my delivery, which are a massive pain in the arse to be honest, but maybe this is why? Seems harder to claim that an item was pinched if there is a signature, though again it could be argued by the customer that the postie signed for it as apparently a lot still do.

It hard to argue that if the photo is taken with their door open?

True that.

As someone who floats about on any of say 75% of duties, a lot of the issues are down to posties not insisting people use the app and designating a safe place. Took me 5 minutes to set up and stipulate my back door and boils my p!ss that others agree to dozens a month going in a blue/black bin facing the street.

[Rve83ndxd]

As someone who floats about on any of say 75% of duties, a lot of the issues are down to posties not insisting people use the app and designating a safe place. Took me 5 minutes to set up and stipulate my back door and boils my p!ss that others agree to dozens a month going in a blue/black bin facing the street.

I would never do this. Then the security of the parcel is on you, instead of RM, etc.

[michael147]

Bins are a complete no no for me.
With the exception of a few customers who have converted their brown bins into receptacles or storage spaces and therefore are not bins any longer.
Though a colleague was pulled up for this recently despite the photo clearing showing gardening equipment in the bin and it was a long standing arrangement.
The problem with photos is they do not show any context, i may leave a parcel in an enclosed porch in a dead end village off a quiet B road, not even on a bus route and miles from the nearest town, especially as i know Mrs X will be back from shopping soon.
Would not dream of doing so in some other locations.