I've had a ecommerce site for a number of years and I've always used Royal Mail (mostly 1st class recorded). Until this year if a parcel was lost it was easy to claim the loss.... not anymore!
I've had two go missing in the last 4 weeks and in both cases this was what happened...
(You have to wait 15 working days before you can claim)
1. They send me a letter asking for proof of dispatch. If I don't reply in 5 working days the case is closed.
2. They send a letter to the buyer asking if they have received the parcel they've already reported as lost. (why? ahh, the next sentance I think explains it..). If the buyer doesn't reply in 5 working days the case is closed.
IF they do send the letter back you'll get another letter from Royal Mail asking for proof of the trade price for the goods and you have 5 days or the case closes.
I've had to change my policy on lost items because not a single buyer was sending the letter back to Royal Mail so the case got closed and I lost my goods and money.
My terms now are I will only send a second parcel after they have sent the letter back to Royal Mail within the time frame set and I get the letter from Royal Mail confirming this and asking for my trade price list. I now warn the process can take 30 days or more.
Considering I spend several thousand pounds a year with Royal Mail on 1st class and special delivery the customer service has now hit rock bottom.
Anyone know of any other firm I could use instead of Royal Mail (small letter size parcels for the most part)?