Item returned to sender but not scanned

[waXology]

Hi all,

Thought i would get some expert opinions here.

While i was away over the holiday period i had an item come in from the US via USPS. It required a customs charge so a slip was left from Royal Mail, however the USPS tracking listed it as 'delivered'. Unfortunately, I returned after the 18 day period and i was told it was not at the London sorting office as it had left to go back to the sender.

Upon then calling to ask for tracking Royal Mail seemed confused and could not explain why the item did not get scanned any further. The call attendant had me on hold while he had someone in the sort office try look for it with no luck. So it seems the item is now lost as it was not scanned after attempted delivery nor was it scanned at any time after the 18 day period. But they think it has gone back to the sender, they just can't know for certain. In the end the service rep could only apologise and advise me to work it out with the seller (which is impossible with this item)

The seller in the US is obviously speaking with USPS but they can't do anything as they have nothing to track.

So could the item really be lost? Or would we expect it to show up eventually. Is tracking essential for the operation and delivery or is it just for the benefit of us to see where it is?

Thanks in advance
Cam

[TrueBlueTerrier]

Yes it could be lost, as with most things involving such imprecise creatures as us primates mistakes can happen. However, it being lost irretrievably is probably the 2nd least likely outcome.

If the return address is clear then it should be on its way back to the sender. If it has a tracking number ending in US, then it should have been scanned when they started the process.

Now if there is no return address, or the item has been (or its packing) damaged so as to obscure the address then it may be at the returns centre in Belfast, or, possibly it has been sent on to the US version.

Unfortunately, customs, where it most likely is at the moment (UK or US) don't scan their items. However, USPS should scan a valid tracking number on receipt and that will update the items status.

So to answer your most pressing question, no the tracking number is not essential to the operation or delivery, its merely a tool to give Customers/Auditors confidence when it works properly. I would expect it to show up at some point.

However, I would put a claim in (both here and in the US) so that the returns centre can match the details to the claim, and hopefully return the item, if the address is missing for whatever reason.

[waXology]

Yes it could be lost, as with most things involving such imprecise creatures as us primates mistakes can happen. However, it being lost irretrievably is probably the 2nd least likely outcome.

If the return address is clear then it should be on its way back to the sender. If it has a tracking number ending in US, then it should have been scanned when they started the process.

Now if there is no return address, or the item has been (or its packing) damaged so as to obscure the address then it may be at the returns centre in Belfast, or, possibly it has been sent on to the US version.

Unfortunately, customs, where it most likely is at the moment (UK or US) don't scan their items. However, USPS should scan a valid tracking number on receipt and that will update the items status.

So to answer your most pressing question, no the tracking number is not essential to the operation or delivery, its merely a tool to give Customers/Auditors confidence when it works properly. I would expect it to show up at some point.

However, I would put a claim in (both here and in the US) so that the returns centre can match the details to the claim, and hopefully return the item, if the address is missing for whatever reason.

Thanks for the great response. I've attempted to enter a claims via their online claims form however it is not allowing me unless i select that postage was bought via stamps or royal mail.com. Is this the correct form link?

http://claims.royalmail.com/" onclick="window.open(this.href);return false;