Tracking information not working

sam1994 · Post by **sam1994** » 29 Nov 2016, 00:54

Hello

I really need help as my business is about to go under due to problems with tracking in the last week. I understand you are Royal Mail employees, and not the company, but I'd appreciate some advice, as the customer services haven't provided me with much.

I'm a DMO customer and I've sent over 100 items since Monday, 21st Nov. I'm aware Track & Trace has been playing up over the weekend, but things are still not tracking. On Monday 21st, I sent 2 grey bags (12 items) of International Tracked & Signed For. Only one item tracked, and was scanned in at Heathrow 3 days later. On Sunday, another item sent to the USA was marked as delivered. I've zone sorted and used a P6668C label on each bag -- never had a problem like this before.

Oddly, an International Tracked and Signed For Large Letter I sent in a tray also is not tracking. Just the 'please try again later' and 'check your reference number' message. I've spoken to the Collection Manager; the mail center manager; my account manager and they say nothing is tracking. I figured one hell of a missort due to Christmas Casuals, so I sent some items on Thursday after leaving things for a couple of days. Fortunately, most things have tracked, but I have a couple of items that have not tracked at all.

Today, I've sent 62 more items and none of them are tracking again. Usually they're scanned in at the Mail Center, but it seems recently that they're now only (if I'm lucky) scanning in at Heathrow.

This is going to basically break my company. Even if the items do reach the customer, if I don't have proof, I know there will be disputes as to whether they really received it or not. It's why I have always sent items with tracking.

Is something up with tracking lately? Is there a reason to remain hopeful?

My mail is collected and sent to the Beddington Mail Centre in Croydon. Does anyone know if I can have my items collected and sent to a different mail centre? Some business friends in Kent or West Sussex are having no problems.

Thank you in advance.

Post by **SpacePhoenix** » 29 Nov 2016, 08:40

It's probably down to the server being overloaded, don't forget that Friday was the Black Friday sales so there would have been a surge in the number of parcels going through the system that need scanning

sam1994 · Post by **sam1994** » 29 Nov 2016, 15:46

Will they start scanning later?

I checked the third party delivery agents (i.e. USPS), but they don't recognise the numbers.

My UK parcels are tracking, but anything international does not track.

Post by **TrueBlueTerrier** » 29 Nov 2016, 16:24

Apparently its a technical issue - they will still be scanned so when they sort the problem out, eventually, then the scans will show.

sam1994 · Post by **sam1994** » 29 Nov 2016, 22:22

Went to the depot today, not sure if I got fobbed off, but apparently it's not a technical issue.

Apparently over Christmas the york for International gets changed from 1 for all items to Rest of World and Europe.

Apparently my driver is at fault. I've been labelling with P6668C but apparently he hasn't been putting it in the Special Delivery room, so it wasn't being scanned. However this has never been a problem before. I've been given green bags and told that even though it's not SD it will make it obvious to the driver where to put it.

I was told that the items are not tracking using an internal tracking system called CrossCheck and to consider claiming for compensation on the items.

Unfortunately my business will be bust if this is the case.