Parcel stuck at International Mail Centre

[Rose512]

Hello, I wonder if someone could help me?

I own a small business and use royal mail on a daily basis. Both for my UK customers, and for my international.
I've sent a parcel to a customer in Malaysia. For some reason the parcel has been stuck at the International Mail Centre for over 2 weeks. It was sent on the 18th October and it's now the 8th November with no movement at all. I've never had this problem before. I've spoken to royal mail customer service, who were very helpful but told me that they can also see no further tracking information that what I could access via the website.

How long can a parcel stay at the International Mail Centre for?
Is there any contact information for the International Mail Centre someone could provide me with please? A telephone number, email - anything at all.

Any help would be gratefully appreciated. I understand these problems happen, but I hand design custom orders and if the parcel is lost no amount of compensation will make up for the time spent on that customer's order.

In advance, thank you for your time.

Kind regards,

Rose

[TrueBlueTerrier]

It may not be stuck at HWDC (International MMC) as thats the last UK scan any international parcel receives - so it may be going through the Malaysian Postal System but without being scanned, or perhaps without Royal Mail being updated.

Try the Pos Malaysia Track and Trace site http://www.pos.com.my/pos/appl/service.asp" onclick="window.open(this.href);return false;

As to contacting the HWDC - unfortunately its not a customer facing part of Royal Mail and there is no direct number you can call. If you do get a number its more likely to be a Manager and as they deal with 10s of thousands of items a day both inwards and outwards its unlikely they will have the systems in place to help.

[Rose512]

Hello!

Thank you so much for your help. I have just popped onto the Malaysian postal site, and typed in the tracking details. It says that they have no information of the shipment.
Does this possibly mean the parcel has gone astray?

I'm not sure what to do for the best.

Kind regards,

Rose

[TrueBlueTerrier]

It could mean its gone astray. Its one of many possibilities, it may still in transit, Malaysia Post may not be the delivery agent, the customer may even have received it without signing for it.

Have you tried contacting RM twitter they are very proactive @RoyalMail they may have avenues they can explore that are not available to Customer Services.

Good luck.

[SpacePhoenix]

Try the tracking number here: http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false;

Please paste here the output (all entries), it might give some sort of indication (hopefully) as to where it is

[harry84]

Try the tracking number here: http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false;

Please paste here the output (all entries), it might give some sort of indication (hopefully) as to where it is

What he said & does your parcel contain anything here? http://m.royalmail.com/mt/www.royalmail ... s-overseas" onclick="window.open(this.href);return false;

[Rose512]

Hello,

Thank you again for your all help!
TrueBlueTerrier, the customer contacted me for a further update, so at present i don't think they've received it. I'll have a look at @royalmail on twitter, and give them a message. SpacePheonix, I've tried tracking it on the royal mail website and parcelforce website to try to access the entries, but it will only show me one entry which is: "Your item, posted on 18/10/13 with reference LY*********GB has been received at our international mail centre and is being made ready for despatch overseas."
It won't allow me access to any other entries.
Harry 84, I custom design shoes, which is what was in the parcel sent but I did check through the list.

I emailed royal mail as well, and a lady told me that they had been made aware that there is or has been a 1 week delay with post travelling to Malaysia.
I think all I can do is hope for the best.


Many thanks again, you've all been super!


Kind regards,

Rose

[Rose512]

Hello Again!

Sorry to be a pain. I was being a bit ditsy before and have now found the tracking details for the parcel..

18/10/13 19:27 DESPATCHABLE TOHWDC AIRSURE PETERBOROUGH MAIL CENTRE
18/10/13 18:51 COLLECTED PETERBOROUGH MAIL CENTRE
18/10/13 09:33 ACCEPTED AT POL Main Road PE22 8AA


Does this mean its at the peterborough mail centre?

Kind regards,

Rose

[SpacePhoenix]

Based upon that it's somewhere between Peterborough MC and HWDC (all mail leaving RM's network for abroad goes via HWDC). It's possible that with the volume of mail that must be passing through HWDC both ways atm that it's been dispatched from HWDC to whatever company in Malaysia is the equivalent of RM over there.