Contents disclosed but now "Parcel subject to examination"

[unclefrank]

Hi all,

I posted a package to the Czech Republic via Int'l Tracked and Signed on the 7th October.

The package was labelled correctly, including the RMDG23D4 label that I had attached.


At the time of posting the counter agent enquired about the contents (two automotive remote controls
in original packing containing one lithium battery each) and scanned a barcode from a laminated card
that was behind the counter, checked the packaging etc.
I took out extra insurance, package was accepted and I paid up.

Two weeks later, no delivery and the tracking shows...

20/10/15 16:58 SUSPECTED DANGEROUS GOODS NATIONAL RETURN CENTRE

What comeback do I have if the NRC decided to dispose of the items?

I followed all of the guidelines etc. and am quite pi**ed off about it all.

Several calls to Customer Services have illicted little info, I was told on Monday that the package
and contents would be returned to me, yet today I was told that it could be a complete loss and
destroyed.

[Snaggletooth]

This should have been OK if the batteries were installed in the equipment and the goods were packaged in a "rigid" box (i.e. cardboard or plastic). Original packaging is not necessarily a good thing. A return address has to be on the package too. Did you do all of the above?

[unclefrank]

Thanks for your reply. Yes, all of these points were followed correctly.

My annoyance is the delay, which the customer is rightly angry at and the lack of information, there are 10 days between two of the tracking updates!

If I assume that the package will be destroyed and refund the customer then Sod''s Law says that it will be released for onward delivery.

And if it is destroyed do I have any claim for compensation based on the fact that I did follow all of the guidelines and the package was checked and
accepted by counter staff?

I couldn't even find out if I would be informed about the reason for the package being held/delayed/possibly destroyed, only "keep checking the tracking
information".

The customer service agent was very helpful but it seemed that she had no access to any detailed information.

[Snaggletooth]

A little research shows that, from what you have told me, your package should not have carried the lithium ion battery sticker. That sticker is only for sending batteries not contained in the equipment, e.g. my work laptop's battery died after two months, so the manufacturer sent a replacement battery to me in the mail but I kept hold of the laptop at all times. The problem is that you aren't allowed to send lithium batteries not with equipment in the international mail. You have kind of implied that you have sent an illegal item even though you actually haven't. I expect that the parcel is therefore on some kind of stop and examine procedure and will probably get posted on to the Czech Republic eventually.

[unclefrank]

To be honest that is what I originally thought, but rather than NOT label it and suffer the consequences I erred on the side of caution.

I also accepted the counter staff's recommendation that it would be better to have it disclosed/labelled than not.

Certainly a learning curve. In future if I have to send these items internationally I will remove the batteries completely and inform the customer.

Thanks for your wisdom!

[Snaggletooth]

I also accepted the counter staff's recommendation that it would be better to have it disclosed/labelled than not.

The original training to the counter was not clear enough and, TBH, my branch committed this error a couple of times in the early days of the rule change. We got good by asking the question about contents consistently and checking every unclear instruction, but I still hear a lot of bad practice when I go into the PO.

[unclefrank]

The only information given by Customer Service was to keep checking the tracking number for updates.

When I check it now it comes back saying the number isn't recognised.???

RY010015676GB

How can 3 weeks worth of history disappear?

[SpacePhoenix]

The only information given by Customer Service was to keep checking the tracking number for updates.

When I check it now it comes back saying the number isn't recognised.???

RY010015676GB

How can 3 weeks worth of history disappear?

It still shows up on
http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false;

Date Time Status Track point
23/10/15 13:17 AT DELIVERY OFFICE NATIONAL RETURN CENTRE
20/10/15 16:58 SUSPECTED DANGEROUSGOODS NATIONAL RETURN CENTRE
10/10/15 13:38 ON ITS WAY TODO NOT FLY - NRC HEATHROW WORLDWIDE DC
07/10/15 23:56 ARRIVEDUNKNOWN BAG - MISSING DUN HEATHROW WORLDWIDE DC
07/10/15 21:38 ON ITS WAY TOHEATHROW WORLDWIDE DC GATWICK MAIL CENTRE
07/10/15 19:35 ITEM COLLECTED GATWICK MAIL CENTRE
07/10/15 16:52 SENT AT POST OFFICE 46 Barcombe Road BN1 9JQ

Maybe the page was glitching at the time you tried

[unclefrank]

Thanks, I tried several times yesterday and there were zero details, now it is working.

Any idea what "At Delivery Office" means?

I have just spent 15 minutes on the phone to Customer Services with absolutely no end result!

The possibilities are....

It's due to be returned to me.

It's due to be forwarded on to the recipient.

It's being repackaged (???).

It could still be destroyed.


In the end it is very frustrating that I have received more useful help and advice from this website than I have from approximately 2 hours worth of
calls to Customer Services! It was agreed that it has taken far too long for the item to be inspected and a decision made.

Thanks to all for the replies so far.

[unclefrank]

Another call to Customer Services today and a completely different explanation!

This time I was told that the package was only received at the NRC on the 23rd and
has yet to be inspected.

I really don't know who to believe....................

[Snaggletooth]

This time I was told that the package was only received at the NRC on the 23rd ...

That does agree with the tracking that spacephoenix posted earlier.

[unclefrank]

Seemingly not!

The advice that I was given on Saturday would now seem to be the correct version as the tracking
info now shows that the package has been released for onward delivery...

27/10/15 AM ON ITS WAY TOGLS CZECH REP CZECH REPUBLIC
27/10/15 05:06 ARRIVEDUNKNOWN BAG - MISSING DUN HEATHROW WORLDWIDE DC
23/10/15 13:17 AT DELIVERY OFFICE NATIONAL RETURN CENTRE
20/10/15 16:58 SUSPECTED DANGEROUSGOODS NATIONAL RETURN CENTRE
10/10/15 13:38 ON ITS WAY TODO NOT FLY - NRC HEATHROW WORLDWIDE DC
07/10/15 23:56 ARRIVEDUNKNOWN BAG - MISSING DUN HEATHROW WORLDWIDE DC
07/10/15 21:38 ON ITS WAY TOHEATHROW WORLDWIDE DC GATWICK MAIL CENTRE
07/10/15 19:35 ITEM COLLECTED GATWICK MAIL CENTRE
07/10/15 16:52 SENT AT POST OFFICE 46 Barcombe Road BN1 9JQ


It's a great pity that 99.9% of my frustration regarding this incident has been caused by the sheer lack of information coupled with
an added amount of mis-information from Customer Services, who at the end of the day the customer should be able to trust.

I am going to lodge a complaint about the way this delivery was handled, will be interesting to see how it goes but to be honest I expect
will be a waste of time.

[SpacePhoenix]

Tracking page for GLS: https://gls-group.eu/EU/en/parcel-tracking" onclick="window.open(this.href);return false;

It's reached their central hub in Germany

[unclefrank]

Finally delivered 22 days after first posting!

Even more annoying that the Royal Mail letter included in the package begins...

"Royal Mail security screening - undeclared dangerous goods"

Despite the package being labelled correctly and examined by counter staff.

"Having examined this parcel for the reasons outlined above, we have determined that the items contained within
it do not breach dangerous goods transport regulations"

[BarryE]

A little research shows that, from what you have told me, your package should not have carried the lithium ion battery sticker. That sticker is only for sending batteries not contained in the equipment, e.g. my work laptop's battery died after two months, so the manufacturer sent a replacement battery to me in the mail but I kept hold of the laptop at all times. The problem is that you aren't allowed to send lithium batteries not with equipment in the international mail. You have kind of implied that you have sent an illegal item even though you actually haven't. I expect that the parcel is therefore on some kind of stop and examine procedure and will probably get posted on to the Czech Republic eventually.

Can anyone clarify the regulations for sending Lithium batteries within the United Kingdom? I sell consumer electronics, including used equipment and occasionally need to send a new replacement battery to a customer. Am I allowed to do this with the correct labeling?