No grey card & confused about next steps

[Losgann]

Hello Everyone,

This is the first time I'm encountering a problem with Royal Mail and have no idea how to go about it.
I've ordered a parcel from Canada and am expecting a customs fee.

The tracking shows:
A delivery was attempted for your item with reference LX022224138CA in WHITECHAPEL PDO before 07:53 on 15/03/18.
- Updated on: Thursday 15 March 07:53am
AT DELIVERY OFFICE WHITECHAPEL PDO
- Thursday 15 March 02:04am
ON ITS WAY TO WHITECHAPEL PDO ROMFORD MAIL CENTRE
- Thursday 15 March 01:25am
ARRIVED AT ROMFORD MAIL CENTRE ROMFORD MAIL CENTRE
- Wednesday 14 March 05:02pm
ON ITS WAY TO ROMFORD MAIL CENTRE HEATHROW WORLDWIDE DC

Nothing unusual (apart from the delivery time?). However, this time, I have not received a grey card!?

I have checked the address - it is correct - and have asked neighbours in case the card was wrongly delivered to another mailbox (I live in a residence).

On Friday 16th, I called the Royal Mail helpline after checking for my card.
They have given me a reference number, but I don't know where/how I'm supposed to use it. It's a number like 1-xxxx (with 10 numbers)
I was told that they usually proceed with requests by 72h.

Now the question is, what do I do? I have a broken leg and it's difficult to go around to the post office at the moment.
If I make my way to the post office, is it guaranteed that they will either release my grey card/let me know how much I should pay so that I can either pay directly or online/will give me my parcel on site after payment??
Or am I supposed to wait till I receive my grey card? But in that case, how do I know whether a card has been sent?

Thanks so much for your help! :)
All the best

[TrueBlueTerrier]

Sometimes it takes a few days to send out the grey cards so my advice is to wait a few more days for it and it will hopefully turn up.

When it does you can pay online by registering and entering the details from the grey card at https://www.royalmail.com/personal/rece ... /pay-a-fee" onclick="window.open(this.href);return false;

Ignore the delivery attempted part, that's a fallback scan for "fees to pay" items.

If you are really concerned unfortunately you won't be able to contact anyone in an official capacity till Monday. But then you could try twitter @royalmail they have a good reputation, unlike the automated call handling.

[TrueBlueTerrier]

If you wanted to you could try calling at the Royal Mail Delivery office on Monday, but officially they shouldn't hand it over without the Grey Card, but if you take ID and proof of address they may bend the rules if you are nice to them.

What they may do is allow you to pay and then arrange delivery the next day - that is allowed.

[Losgann]

Hello TrueBlueTerrier,

Thank you so much for your answer! :)

Will then wait and see before I make a move to the post office.
I've always received my grey cards on the same day as the updated tracking, but now know I'll have to be patient

[Brokeneye]

First posting here, I received a red "Something for you" card trough my letterbox, I am unable to walk currently and the person that is usually here was not, so I filled out the re-delivery form , then a day later I got a call from my local delivery office informing me that there is a fee to pay, I didn't get a grey card, just the red one, went to the track a parcel page entered my details it said Item delivered, am I right in thinking it has to pass through customs before it gets to my local delivery office ? and If there was someone able to receive the parcel would I have to pay the postman before he handed it over, i am guessing not.

[TrueBlueTerrier]

If the callers office called you they are the ones that normally send out the card, it may be delayed by the Christmas deluge but as soon as it comes it will have a section on it which will show how you can securely on line. Or if you prefer you attach stamps to the value and return it.

After payment delivery will be a few days.

[sorefeet17]

First posting here, I received a red "Something for you" card trough my letterbox, I am unable to walk currently and the person that is usually here was not, so I filled out the re-delivery form , then a day later I got a call from my local delivery office informing me that there is a fee to pay, I didn't get a grey card, just the red one, went to the track a parcel page entered my details it said Item delivered, am I right in thinking it has to pass through customs before it gets to my local delivery office ? and If there was someone able to receive the parcel would I have to pay the postman before he handed it over, i am guessing not.

Something is wrong here, if the parcel has a charge you should have got the grey card stating the charge, the red card is only for a parcel that they tried to deliver. You would only get the grey card once the parcel gets to your local delivery office from customs. You can pay a charge online now as giving the money at door to postman is not procedure any more, but you probably should try to ring your local delivery office and try to clear up what has gone wrong.

[sorefeet17]

First posting here, I received a red "Something for you" card trough my letterbox, I am unable to walk currently and the person that is usually here was not, so I filled out the re-delivery form , then a day later I got a call from my local delivery office informing me that there is a fee to pay, I didn't get a grey card, just the red one, went to the track a parcel page entered my details it said Item delivered, am I right in thinking it has to pass through customs before it gets to my local delivery office ? and If there was someone able to receive the parcel would I have to pay the postman before he handed it over, i am guessing not.

There are some scams about as well so check the card number online just to be sure.