Hi,
I run an online website and I have recently had a customer complain to me that they have not received their items.
The package was posted to her in November using 1st class Recorded delivery. I checked track & trace and it states that they attempted delivery but she was not home so they have now returned to sender. She claims that they did not leave a 'while you were out card' and I have not had the item returned to me, but Royal Mail insist to her that they returned it to me on the 16th January and she wants me to refund her. I do not believe I should refund her as it is not my fault she was not there to sign for the package, but we have no proof that Royal Mail have returned the item to me as I have not received it.
What should I do? Do Royal Mail retain proof of posting when returning to sender?
ANNOUNCEMENT : ALL OF ROYAL MAIL'S EMPLOYMENT POLICIES (AGREEMENTS) AT A GLANCE (Updated 2021)... HERE
ANNOUNCEMENT : PLEASE BE AWARE WE ARE NOT ON FACEBOOK AT ALL!
Royal Mail Returned to Sender but not received
Forum rules
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
-
MammaGoRound
- Posts: 2
- Joined: 29 Jan 2013, 14:52
- Gender: Female
-
TrueBlueTerrier
- FORUM ADMINISTRATOR
- Posts: 72604
- Joined: 30 Dec 2006, 10:29
- Gender: Male
- Location: On my couch
Re: Royal Mail Returned to Sender but not received
You probably know the distance selling regulations better than we do but I am uncertain that you can refuse their refund.MammaGoRound wrote:Hi,
I run an online website and I have recently had a customer complain to me that they have not received their items.
The package was posted to her in November using 1st class Recorded delivery. I checked track & trace and it states that they attempted delivery but she was not home so they have now returned to sender. She claims that they did not leave a 'while you were out card' and I have not had the item returned to me, but Royal Mail insist to her that they returned it to me on the 16th January and she wants me to refund her. I do not believe I should refund her as it is not my fault she was not there to sign for the package, but we have no proof that Royal Mail have returned the item to me as I have not received it.
What should I do? Do Royal Mail retain proof of posting when returning to sender?
However, on the proof of posting, if the item has been returned (but not got to you yet) then it should have been scanned by the original Delivery Office. Check the progress on the bar code for that recorded delivery on http://www.royalmail.com/trackdetails" onclick="window.open(this.href);return false; and it should tell you when and why its been scanned. Its also worth noting that sometimes returns can take some time especially as there are no "service levels" associated with them and they are therefore sometimes not treated with the same priority as 1st and 2nd class mail.
If you are uncertain what a scan status means then by all means paste it on here and we'll try to explain it.
All post by me in Green are Admin Posts.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
-
MammaGoRound
- Posts: 2
- Joined: 29 Jan 2013, 14:52
- Gender: Female
Re: Royal Mail Returned to Sender but not received
I have checked the scan and it states: "RETURNED TO CO" - what does CO mean?
-
TrueBlueTerrier
- FORUM ADMINISTRATOR
- Posts: 72604
- Joined: 30 Dec 2006, 10:29
- Gender: Male
- Location: On my couch
Re: Royal Mail Returned to Sender but not received
It has been sent back to the sender - no idea what the CO stands though, unless its company, customer originator or something along those lines. We have a couple of Customer Service members who visit occasionally they may be able to decipher that part, but that status means its being RTS'd.MammaGoRound wrote:I have checked the scan and it states: "RETURNED TO CO" - what does CO mean?
All post by me in Green are Admin Posts.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
-
fishtank
- Posts: 19732
- Joined: 28 Sep 2007, 17:22
- Gender: Male
Re: Royal Mail Returned to Sender but not received
I think CO means Callers Office,it should be followed by the name of the delivery office...as in ... RETURNED TO CO CHORLEY PDO
good times, bad times you know I've had my share