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Posting matter

Discussion in 'Logistics - Payment & Shipping' started by greentea, Mar 16, 2004.

  1. greentea

    greentea

    Joined:
    Dec 15, 2003
    Messages:
    37
    Hello all.

    I have got email from a buyer saying that the item I despatched hasn't been arrived yet. I posted the item (hoseiry) on 11th March by Royal Mail (first class)

    Now, I am thinking what to do. If I was a customer.... I would be very grateful, if a seller send me brand new one.

    I had a look royal mail website, they do compensation service. http://www.royalmail.com/portal/rm/content...mediaId=3100011

    What do you think I should do. Posting new hosiery? or ask the buyer to apply compensation? [​IMG]

    I will check the buyer's address first anyway.....


    Taeko
  2. geekboy

    geekboy

    Joined:
    Jan 6, 2004
    Messages:
    1,929
    Customer Service is everything!

    Send the person a new item, an appologise for the trouble, ask that they return the other item if it shows up, and you will refund their postal costs.

    John
  3. greentea

    greentea

    Joined:
    Dec 15, 2003
    Messages:
    37
    Thanks, John.

    I totally agree with you. However, I can't stop thinking what if situations.... I should trust customers, shouldn't I?

    I need to change a little of posting system now. At least I realised what I need to improve, I should be happier for that. It must be a learning curve. [​IMG]

    Taeko
  4. geekboy

    geekboy

    Joined:
    Jan 6, 2004
    Messages:
    1,929
    I'd post everything recorded delivery, that way you know if the customer is just trying to pull a fast one ;-)

    John
  5. Edwardo

    Edwardo

    Joined:
    Dec 18, 2003
    Messages:
    335
    Recorded is always worth it for the 64p that it costs.

    Everything i send i send recordd no matter what !

    Ed
  6. Martin

    Martin

    Joined:
    Sep 18, 2003
    Messages:
    4,828
    We give the customer the option of insured delivery (i.e. Special delivery or carrier). If he doesn't select that, then he's limited to the Royal Mail compensation of £27 maximum. We will fill out the claims form and drop it at the Royal Mail office. They will send him a form for signing to confirm non-delivery. Half the time, the goods magically appear. For the rest, Royal Mail pay us and we either refund the customer up to the £27 maximum or we send the goods by a guaranteed method and charge him the extra.

    http://www.satcure.co.uk/accs/postage.htm

    Martin
  7. greentea

    greentea

    Joined:
    Dec 15, 2003
    Messages:
    37
    Thanks for your reply.

    The reason why I did only standard delivery was other major online hosiery companies doing free P&P(standard delivery). So I did the same. And it was my fault that I didn't give any options (standard/recorded delivery and optional insurance etc) to customers.

    Now I'm changing posting condition on my eBay listings. Do you think it is not such a good idea saying that I will not be responsible for any shipping damage or lost packages? Surely I could do something though.... mmmm....

    Martin,
    Do you (perhaps your small Sales Warehouse in Telford) obtain proof of posting every time you post for the case of applying compensation?

    And I read half your postage page now. I am amazed. I have never seen such detailed postage page like yours. I am very proud of you as well as others, of course.

    Thanks again.

    Taeko
  8. Martin

    Martin

    Joined:
    Sep 18, 2003
    Messages:
    4,828
    We probably make our customers suffer from "information overload" [​IMG]

    But at least we spell it all out. Nothing is left to chance. See

    http://www.satcure.co.uk/useful/

    You can't deny responsibility for damage in transit because your own packing might be inadequate. But you can certainly make the customer wait if you have Proof Of Posting.

    YES we get proof of posting for every single item that goes by 1st class post. Most Post Offices are computerised and can do this as a list on the till receipt for you. Otherwise, ask for a pack of P.O.P. certificates and fill one out each time you take packages to the Post Office (before you go). Get them to date stamp and sign it. File it somewhere safe and keep it for at least 3 months before discarding.

    Martin
  9. Martin

    Martin

    Joined:
    Sep 18, 2003
    Messages:
    4,828
    I should add that IF the package is damaged in transit, the customer should not accept it. If he signs for it as "received in good condition" then he has no claim against you. You can ask your delivery company for a POD (Proof Of Delivery) note. With carriers, this is likely to be a faxed sheet. With Royal Mail, you can get the POD by entering the Registered Post or Special Deliver number on their web site and printing out the page.

    If it's just dropped through his letter box then it's your problem. You ask him to return it to you, adequately packed and including its original packing because the delivery company may ask to see this to ensure that it was packed adequately. (Get a copy of the packaging guidelines from your P.O.)

    http://www.royalmail.com/portal/rm

    Martin
  10. greentea

    greentea

    Joined:
    Dec 15, 2003
    Messages:
    37
    Thank you very much for your info. I was having bath while you were posting. [​IMG]

    I have learned a lot from delivery system only one day! In the end I may lose my tiny profit, I would say this was valuable lesson to me.

    I want to offer very good customer service. On the other hand, I have another side of me worrying about my tiny profit.

    It was just I needed to go through these stages. I really admire your businesses providing good customer service which is very hard work some time.

    I will try my best to improve as I learn. [​IMG]

    Many thanks.

    Taeko
  11. BlackBox

    BlackBox

    Joined:
    Dec 18, 2003
    Messages:
    607
    Hi,

    If it is eBay then you can include the 64p in the P&P and show it in the insurance as included in the P&P,

    to be honest most buyers will be quite happy to pay.


    As to P&P I always send everything recorded, even then from time to time it goes missing but at least I have a reference.

    Also it helps when it comes to Income Tax as if the Revenue query anything, then I have my Recorded Delivery Book that will show all items issued [​IMG]
  12. greentea

    greentea

    Joined:
    Dec 15, 2003
    Messages:
    37
    Thanks Tommy,

    That is very good idea to use recorded delivery for IR purpose. I may just offer recorded delivery for everything.

    This morning, I sent a replacement item with recorded delivery. Hopefully the customer will be happy when it arrives and if I can make her/him happy by doing it, I would be happier than before.

    I think I focused sales and a bit of marketing too much and was blind for customers' satisfaction. At the end of the day, I can't make any sales without happy customers.

    Thank you all.

    Taeko
  13. Martin

    Martin

    Joined:
    Sep 18, 2003
    Messages:
    4,828
    Ano, mondai arimasen.

    (I hope greantea is Japanese, otherwise I'm wasting my linguistic skills!) [​IMG]
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