Redelivery guidelines

[estelle]

Just wondering if there are any particular rules when it comes to customer request for redelivery.

Being told if a customer only requests one item, but it's clear from the booking in system they have multiple items, we are only allowed to send out the one item specifically asked for.

Do other offices also do this?

It does result in us visiting the same customer multiple times a week for items which had originally had attempted delivery on the same day.

Surely the company is wasting a huge amount of money if this is the guidance?

[panzer4]

Royal Mail waste money ?????
Who can remember when they spent millions changing the name to Consignia and then spent millions changing it back to Royal Mail

[TrueBlueTerrier]

Just wondering if there are any particular rules when it comes to customer request for redelivery.

Being told if a customer only requests one item, but it's clear from the booking in system they have multiple items, we are only allowed to send out the one item specifically asked for.

Do other offices also do this?

It does result in us visiting the same customer multiple times a week for items which had originally had attempted delivery on the same day.

Surely the company is wasting a huge amount of money if this is the guidance?

Yes.

The system is automated and each parcel is given a unique identifier, it possible that the 2 parcels may not be on the same shelf together, and the system only allows for the callers office to put out only the parcels where a redelivery has been requested.

My advice to customers is to request a redelivery for each item on the form left not just the top one.

[Dorset Plodder]

Redeliveries: Always a bone of contention

In "The Old Days" we used to attempt another redelivery (because it was assumed the customer would be in, because they were asking for it). And if they weren't in the PHG at the time would ignore any further requests and they'd have to come and get it. A system I support.

Nowadays in the era of "The Customer is always right" We seem to be expected to make repeated attempts at redelivery until we manage to catch them in, all for the price of one delivery!

I'm sure some of the Idiot-Phone Generation just keep firing in redelivery requests, don't bother waiting in if something important crops up (like getting her nails done) and if they're not back in time fire in another redelivery request! And because RM are always bending over backwards to keep the public happy they have us running around like blue arsed flies.

[fb1969]

I'd say around 10% of our redeliveries are either not in, or have an inflight telling us to leave it on the doorstep! I think the most attempts so far has been 5, but others my have more, and as Dorset says it's all for the one price!

[estelle]

Ok, good to know it is the actual policy.

Don't completely agree with it and suspect, were it not for the serial offenders of not being in for the redelivery, the company could save themselves time and money by taking all the items out in one go.

Then again, I've never known the company to operate using common senee

[twoloops]

I have a woman who will have 10 to 20 parcels a week, I write the 739 out before I knock, I have never ever seen her & she’s never had a redelivery

[Dorset Plodder]

I have a woman who will have 10 to 20 parcels a week, I write the 739 out before I knock, I have never ever seen her & she’s never had a redelivery

I've got a few that I know NEVER answer the door (too early in their day).

So I actually write out the 739s before I even leave the DO. There's better lighting and those bloody Tracked Numbers are sooooo small. Don't even get me started with those New Photo Evidence ones that only have a Little P at the front! FFS!

They should reintroduce peelable barcodes/numbers like we used to have on Recorded & Specials before everyone started getting so bloody clever and started printing their own. If no one's in it would make it so much easier, and quicker .... perhaps it's to encourage you to run around trying to find a neighbour instead of writing out three lots of tracked numbers on a piece of paper ... in the bloody rain. Morons.

[crimson king]

perhaps it's to encourage you to run around trying to find a neighbour instead of writing out three lots of tracked numbers on a piece of paper ... in the bloody rain. Morons. 

And then...after doing that and carrying the three bloody gurt tracked items up the rest of the evens and then down the odds, they call out from their front door, waving said piece of paper:

"I say, postie? Was this you? Did you knock the door? I didn't hear you knock the door."

Morons, indeed.

[sorefeet17]

I would get the person in charge of callers office to book the other parcels out as well, then deliver in one go, never had a problem doing this in our office.

[yubin282]

Redeliveries: Always a bone of contention

In "The Old Days" we used to attempt another redelivery (because it was assumed the customer would be in, because they were asking for it). And if they weren't in the PHG at the time would ignore any further requests and they'd have to come and get it. A system I support.

Nowadays in the era of "The Customer is always right" We seem to be expected to make repeated attempts at redelivery until we manage to catch them in, all for the price of one delivery!

I'm sure some of the Idiot-Phone Generation just keep firing in redelivery requests, don't bother waiting in if something important crops up (like getting her nails done) and if they're not back in time fire in another redelivery request! And because RM are always bending over backwards to keep the public happy they have us running around like blue arsed flies.

Well said, my personal record is 6 re-delivery attempts on consecutive days before I was able to finally deliver an item. The delivery office is a staggering 3 minute drive away.

[Sir Henry]

Well said, my personal record is 6 re-delivery attempts on consecutive days before I was able to finally deliver an item. The delivery office is a staggering 3 minute drive away.

I can relate, less than 200 yds from our DO and Customer Collection Office. Special delivery, redelivery requested for the best part of a fortnight and never anyone in. Fiancée of my mother's cousin

[SpacePhoenix]

In "The Old Days" we used to attempt another redelivery (because it was assumed the customer would be in, because they were asking for it). And if they weren't in the PHG at the time would ignore any further requests and they'd have to come and get it. A system I support.

A big part of the problem, which will get worse as time goes on is where more and more DOs are located away from the area that they cover, in places that people might not be able to get to

[Mr Rush]

I'd say around 10% of our redeliveries are either not in, or have an inflight telling us to leave it on the doorstep!

Yep, had a redelivery that was taking up precious space in my bag which forced me to leave other packets (non-tracked of course). I drag it all the way out there just to hear the beep saying leave it at the door.