RMCtv : Ricky McAulay : Trust is kept when we scan on the doorstep : The business receives over 1,000 Denial of Receipt complaints each week.

[POSTMAN]

Ricky McAulay

So denial of receipt complaints actually make up around fifty percent, half of all the complaints our contact centers receive.

Absolutely everyone's got a role to play, the new PDA rollout will help, we need to find the means of eradicating these denial of receipt complaints, building trust on the doorstep so when customers get great experience, they get back on line again.

When we get it wrong and perhaps you know, we scan the item away from the doorstep and then the notification goes too early it generates complaints, loss of trust and we just can't have that for our customers.

[eastie]

Thats all well and good but when you have 3/4 or 5 items to scan with some crinkled up barcodes especially in bad weather it would slow you down bigtime. Yes I would do it at the doorstep everytime if we had time but we haven't.
I still cut off anyway doing it the fast way
As regards scanning at the house, most of my houses have long drives and the PDA isnt accurate enough to pinpoint the address anyway

[wazer]

Wot about the bullshit complaints. I was informed by DOM that any complaint from customer stays on the system as a complaint even when its proved the customer is wrong.

[scoobydo79]

RMs fault for pressuring postmen into first attempt delivery then.

[Coffee lover]

I had the one recently the gps said it was scanned on the street on dim starts ranting about how I should scan in doorstep, I just laughed and said he has a large letter box on his gate which has a long drive way! It was a small tracked item which he claims he never received but I clearly remember putting it in the box, I told customer who said don’t worry there sending another one free of charge! So it’s basically a waste of time as customer always right

[Jpro747]

Postie A scans all the barcodes before they leave the office saving them a fair bit of time faffing about with the pda on delivery, completes the round comfortably.
Postie B scans each barcode at the doorstep, it takes him longer, so either has to cut off or claim OT.

Guess which one gets hounded by the DOM?

[eastie]

Wot about the bullshit complaints. I was informed by DOM that any complaint from customer stays on the system as a complaint even when its proved the customer is wrong.

Even complaints from other Couriors , I have lost number of complaints I have had that are Amazon or Hermes deliveries

[Cucumber]

I don't get it.
Are people scanning barcodes miles away from where they are delivering them or something?
Surely if someone is denying receipt but the GPS is showing it scanned 4 metres from their front door, then RM will deny the claim?

[Haditup]

Rick,what percentage of deliveries are in denial of receipt?


Royal Mail delivered 496m parcels during the last three months of 2020
I don’t think 1000 parcel denials each week is that bad considering.

[Murdoch]

Postie A scans all the barcodes before they leave the office saving them a fair bit of time faffing about with the pda on delivery, completes the round comfortably.
Postie B scans each barcode at the doorstep, it takes him longer, so either has to cut off or claim OT.

Guess which one gets hounded by the DOM?

Honestly, you'd have to be pretty stupid to be postie A.

Every single scan you make is on the system, you'd leave yourself wide open to being conducted when things go wrong and you've scanned literally all your parcels at the office.

Since we're not taking signatures, GPS is literally the only proof we've got that we delivered anything. It's not in your interests to remove the only evidence that backs you up.

I'd hope in most Delivery offices, it would be Postie A getting hounded.

[Wolf91]

Postie A scans all the barcodes before they leave the office saving them a fair bit of time faffing about with the pda on delivery, completes the round comfortably.
Postie B scans each barcode at the doorstep, it takes him longer, so either has to cut off or claim OT.

Guess which one gets hounded by the DOM?

All Barcodes? Including tracked? I can’t Imagine any DOM wanting people scanning tracked etc at the office.

[postslippete]

I wonder how many of these denial of receipt complaints are because someone else other than the intended recipient took the parcel in, like in flats or people taking the parcels in from next door etc??

[Murdoch]

I wonder how many of these denial of receipt complaints are because someone else other than the intended recipient took the parcel in, like in flats or people taking the parcels in from next door etc??

To be honest, I think what he's saying if there is a Denial of Reciept, and we haven't scanned the item in the vicinity of the property. Then we are blameworthy regardless of what actually happened.

It's cetaintly not going to be the case that all 1000 denial of reciept claims per week weren't scanned on the doorstep.

[rubberbond]

Wot about the bullshit complaints. I was informed by DOM that any complaint from customer stays on the system as a complaint even when its proved the customer is wrong.

There used to be a process for challenging back on complaints that weren’t justified/ unfounded etc. I have no idea whether it still exists but it should do, rather than just rolling over all the time

[Mr Rush]

building trust on the doorstep so when customers get great experience, they get back on line again.

I get the feeling 'trust' is one of these management buzzwords en vogue because while I know what the individual words mean in this statement, it doesn't make much sense when read together. There's plenty of chancers out there who'll lie about non-receipt so if I scan the barcode at their doorstep and they file a false claim that gets shot down... this builds trust with them? And then they'll get a great experience? What?