ANNOUNCEMENT : ALL OF ROYAL MAIL'S EMPLOYMENT POLICIES (AGREEMENTS) AT A GLANCE (Updated 2021)... HERE

ANNOUNCEMENT : PLEASE BE AWARE WE ARE NOT ON FACEBOOK AT ALL!

Deciphering Track & Trace

For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.

This is an open forum.
Forum rules
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
Mezza
Posts: 405
Joined: 14 Sep 2007, 21:56
Location: West London

Re: Deciphering Track & Trace

Post by Mezza »

shaneredfern wrote:Unknown bag missing dun TWICE NOW... I have gotten this code twice now. First time was at the beginning of May this year... Reached Heathrow and had code unknown bag missing dun. It has NEVER moved further than this from that position, when I called I was told 20 business days, which is at the end of this week before I can file a claim. It NEVER made its destination. Second packet was sent since I could not get anything to my delivery point from the previous packet. Second packet was sent 1st of June 2015, now we are in day two and it has reached Heathrow again... and AGAIN "unknown bag missing dun" My luck can NOT be this bad... Ive got someone completely angry that the last packet hasnt been received, and again, I am faced with this code... Royal mail can NOT be doing this to me TWICE?! I may end up having to contact my lawyers... This is actually giving my business a bad name and negative feedback which is HURTING my business!!!
Far too much information given to be able to help really.
please be aware that the 'missing DUN note' has little or nothing to do with your item. It is simply a receipt listing all the tracking numbers of the items ( packets, letters etc)that have been placed in the bag and is used by Royal Mail staff to check the items in the bag.
The fact your tracking number even shows that it arrived at Heathrow - means just that - it arrived - it wasn't lost or missing, it arrived. The DUN note never and is of no real relevance.

If your item has arrived at Heathrow i'm guessing it is for posting abroad.
Once your item leaves the UK if the receiving countries postal service does not scan the tracking number, then there will be no further record of the item. Some countries do these scans and some do not.

Without your tracking number it's difficult to offer much more advice.
Top
SpacePhoenix
MAIL CENTRES/PROCESSING
Posts: 12115
Joined: 12 Nov 2008, 17:03
Gender: Male

Re: Deciphering Track & Trace

Post by SpacePhoenix »

shaneredfern wrote:Unknown bag missing dun TWICE NOW... I have gotten this code twice now. First time was at the beginning of May this year... Reached Heathrow and had code unknown bag missing dun. It has NEVER moved further than this from that position, when I called I was told 20 business days, which is at the end of this week before I can file a claim. It NEVER made its destination. Second packet was sent since I could not get anything to my delivery point from the previous packet. Second packet was sent 1st of June 2015, now we are in day two and it has reached Heathrow again... and AGAIN "unknown bag missing dun" My luck can NOT be this bad... Ive got someone completely angry that the last packet hasnt been received, and again, I am faced with this code... Royal mail can NOT be doing this to me TWICE?! I may end up having to contact my lawyers... This is actually giving my business a bad name and negative feedback which is HURTING my business!!!
Presumably they're heading out of the UK, what countries are they going to and what's the contents (maybe one or more might have been a "no fly" item.
Top
postman1979
MAIL CENTRES/PROCESSING
Posts: 104
Joined: 14 Dec 2010, 19:49
Gender: Male

Re: Deciphering Track & Trace

Post by postman1979 »

shaneredfern wrote:Unknown bag missing dun TWICE NOW... I have gotten this code twice now. First time was at the beginning of May this year... Reached Heathrow and had code unknown bag missing dun. It has NEVER moved further than this from that position, when I called I was told 20 business days, which is at the end of this week before I can file a claim. It NEVER made its destination. Second packet was sent since I could not get anything to my delivery point from the previous packet. Second packet was sent 1st of June 2015, now we are in day two and it has reached Heathrow again... and AGAIN "unknown bag missing dun" My luck can NOT be this bad... Ive got someone completely angry that the last packet hasnt been received, and again, I am faced with this code... Royal mail can NOT be doing this to me TWICE?! I may end up having to contact my lawyers... This is actually giving my business a bad name and negative feedback which is HURTING my business!!!
Heathrow do not scan any DUN received by them all items are treated with the Unknown Bag Missing DUN scan.
Top
chohan722
Posts: 1
Joined: 12 Jun 2015, 19:12
Gender: Female

Deciphering Track & Trace

Post by chohan722 »

WHERE IS MY PARCEL?
THIS PARCEL INTERNATIONAL SIGNED AND TRACK WAS TO DELIVER FROM LONDON TO NEW YORK AND
SINCE MAY 28TH MY PARCEL STATUS SHOWS THIS:
RECEIVED UNKNOWN BAG - MISSING DUN HEATHROW WORLDWIDE DC
IM NOT SURE WHAT IT MEANS AND WHO SHOULD I CONTACT?
IT HAD NOT CHANGED THE STATUS SINCE, AND IT HAD SOME IMPORTANT DOCUMENTS IN THERE AND NEED THEM ASAP!!
Top
TrueBlueTerrier
FORUM ADMINISTRATOR
Posts: 72626
Joined: 30 Dec 2006, 10:29
Gender: Male
Location: On my couch

Re: Deciphering Track & Trace

Post by TrueBlueTerrier »

The OFFICIAL Royal Mail channel via twitter is @royalmail.

We are an unofficial site.
All post by me in Green are Admin Posts.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
Top
olikhan
Posts: 1
Joined: 14 Aug 2015, 03:19
Gender: Male

Re: Deciphering Track & Trace

Post by olikhan »

I am having the same problem as well. I packed the the item so well that I won't believe if it says 'MISSINg DUN' . I am so worried now . It has some valuable gift i sent to my Wife.. :(( Can i case a file against it. ??
Top
SpacePhoenix
MAIL CENTRES/PROCESSING
Posts: 12115
Joined: 12 Nov 2008, 17:03
Gender: Male

Re: Deciphering Track & Trace

Post by SpacePhoenix »

Might be worth sending Royal Mail a tweet on Twitter asking them when your item is going to be scanned out to the country that it's going
Top
swindonandy
Posts: 126
Joined: 26 Feb 2010, 16:26
Gender: Male

Re: Deciphering Track & Trace

Post by swindonandy »

olikhan wrote:I am having the same problem as well. I packed the the item so well that I won't believe if it says 'MISSINg DUN' . I am so worried now . It has some valuable gift i sent to my Wife.. :(( Can i case a file against it. ??
It doesn't matter how well you packed it, if they aren't scanning the DUN like it looks like they aren't it'll still say Missing DUN, as will it for everyone elses parcel that was in the same bag. It is simply an admin status and makes **** all difference to the customer, the parcel and the recipient. The simple fact it is saying that status is clear evidence that it has arrived at HWDC and has been acknowledged to have arrived. I suspect one of the reasons the public are not generally directed to the more detailed tracking link is to avoid having to explain this every time someone starts flapping about nothing.

If it doesn't get a "Despatched to ..." status update that doesn't mean much more than it didn't get a scan for some reason - technical (scanners broken etc) manual (the codes came off) human (someone misses the code) or maybe there is just so much going through in order to get it out as soon as possible they've made the call to skip the scanning (hand scanning does anything above tripling the time to manually sort an item.) Regardless of this it will have left the country. We don't have half a county of warehouses that get randomly filled with parcels that we can't be bothered to sort or get forgotten about - if it goes into a site it will come back out again very shortly afterwards. The only time this changes is when HM Revenue and Customs are involved and we have absolutely no control over how long they take to process an item.

No you cannot file a claim based on a "Missing DUN" status.
Top
Snaggletooth
EX POST OFFICE
Posts: 2226
Joined: 13 Sep 2011, 20:17
Gender: Male

Re: Deciphering Track & Trace

Post by Snaggletooth »

You can file a claim against Royal Mail if it fails to reach it's destination 5 weeks after it was sent, or if it arrives incomplete or damaged. Nothing else.
Top

Return to “CUSTOMERS”