£30 and 2½ Hours is cost of a missed delivery

By Chris Dawson December 7, 2016 - 10:31 am

courier-parcel-deliveryShoppers will spend two and a half hours sorting out a delivery problem this Christmas and it’ll cost them around £30 on average. That’s all because you didn’t do a very good job according to Citizens Advice.

According to Citizens Advice latest consumer advice trends report, people experienced 4.8 million delivery problems in 2015/16. Dealing with the consequences of items arriving damaged or going missing took 11.8 million hours and customers who didn’t manage to get compensation were left £148 million out of pocket – £30 per parcel – due to damaged/loss of goods, hours wasted and time away from work.

As many as 390 million parcels will be handled by parcel companies and Royal Mail between November and December this year so Citizens Advice are preparing for a rise in people seeking help for problems with deliveries. This time last year there was a 32% increase calls and a 60% spike in people getting online help on 18 December, as they try to track gifts down before Christmas.

Advice from Citizens Advice is to get in touch with the company you bought the item from if it doesn’t arrive when you expect it to – it’s their job to make sure the item is delivered to you. They should chase the parcel delivery company and find out where it is. If your item went missing after being delivered to a place you didn’t agree to, the retailer should replace it or refund you.

Most times it’ll be you that the customer is getting in touch with so what can you do to minimise the inconvenience and cost that will inevitably cause? It’s been said time and time again but offering a range of delivery options to allow the customer to choose the most convenient choice for them makes sense. Not everyone wants to go to their Royal Mail Delivery Office, some will live nearer a courier depot or Post Office, others will prefer to collect eBay packages from Argos or Amazon from a locker location.

Even small things like insisting on a signature when it’s not really required or allowing delivery to a neighbour makes a difference. Whilst some couriers give you the option to insist on these measures, if you would settle for just a delivery scan a deliver could take place first time instead of the consumer having to chase their parcel.

Ultimately the better the service and more choice you offer the customer, the less time and cost they incur and, from your point of view, the lower the strain on your customer service team that have to deal with irate customers.

  • Andy R
    8 months ago

    “Even small things like insisting on a signature when it’s not really required or allowing delivery to a neighbour makes a difference”

    And how do you defend an INR case on Ebay or Paypal without a signature?

    • 8 months ago

      You don’t need a signature. Online proof of delivery is fine (delivery scan)

    • Danny
      8 months ago

      Chris – You will find that is NOT the case with Amazon, and I would be surprised if PayPal would accept a delivery scan as proof of delivery.

    • SAM
      8 months ago

      Am under the understanding they want a signature also. I WON a case 2 weeks ago.
      Maybe if couriers actually took a bit of responsibility for their services in the UK, RMG are shocking when things go wrong. Companies like eBay had it like “everyone” else a proper address checker, major well known issue never dealt with.
      Also ebay “mislead” with delivery times.
      The issue is half it is pure theft, and as long as the marketplace and courier try and make small business pay for everything we will keep getting signatures. You have pick up points you have your work address there are options.
      We offer next day full track and trace it is never taken can’t expect sellers to constantly pick up the tab.
      2d labels I think are making a difference. Our claims are right down even the fake ones. We did get a chancer today “where is my tracking” am like HERE bawjaws , suddenly OHH it has arrived…guy still thinks it is 2010. will have been at it for years.

  • Gary
    8 months ago

    Paypal and ebay accept delivery scan as proof. Signiture not required. Check their terms. You may receive negative feedback but you win any INR claim. Issue of course is that buyer actually claims Item not as described so you loose even in event of delivery scan. Amazon will kick poor buyers off. No evidence that ebay do. Amazon appear to require signiture for deliveries not made by their own delivery service.

    • Danny
      8 months ago

      This is totally NOT the case, we have lost out with both Amazon, and eBay with just delivery scans. They ask for tracked SIGNED for proof of delivery. Not the word of the shipping company that they have put it though the door.

    • Rob
      7 months ago

      Does this depend of the service you offered? If you offered a sign for service and there was no signature then it is open for problems.

      I had a £150 parcel showing as delivered and signed for. The buyer claimed they were on holiday when delivered so how could they of signed for it. Why arrange for a delivery when you are on holiday beats me. The parcel was left in a safe place. Case was found in my favor by eBay as it was show as delivered and signed for. Think the buyers issue was more it was a different signature other than theirs and was trying it on.

  • 8 months ago

    Offer as many delivery options as you want, the buyer will still choose the “free” (aka cheapest, slowest, untracked) option most of the time.

    Then there’s all those buyers who can’t manage to give you a 100% correct and full address.

    Some of the blame has to lie on their own shoulders.

    • james
      8 months ago

      yup, most of our listings have free 2-3 day delivery, and paid for next-day.
      nobody ever pays for next-day.
      tons of people select free 2-3 day delivery, then tell me later they want it tomorrow.

    • Derek Duval
      8 months ago

      Spot on….As soon as someone says they want next day delivery. I say pay me an additional £10.00 and you will get it sent via Royal Mail Guaranteed next day delivery.

      Funny thing nobody takes me up on the offer…Strange is that

    • SAM
      8 months ago

      Totally agree, the amount of time we spend every morning “sorting” out the customer’s actual postal address because they can not even input their own details it is time costly

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