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Original poster

What do I do about delayed delivery?

16 replies

ChecoPerez · 14/12/2022 11:02

Posting for traffic. I have a little side business and I've been busy with orders over Christmas. I closed my order books last week I knew with the strikes up to Christmas Eve, that there would be no way these parcels will arrive in time.

However, I posted items 48hr tracked on 7th December and the tracking isn't moving - it just says we have got it it's at the national processing hub etc. I've got a few parcels like this now, some including ones picked up on Thursday using 24hr tracked and the tracking isn't moving.

I know there's strikes, I was very clear in my order process that orders may take longer due to strikes etc.

My question now is, what do I do about any customers who potentially get in contact to say their order hasn't arrived? Am I obliged to refund them, or is it a case of RM at fault as I posted in plenty of time using their dates advertised for guaranteed Christmas delivery?

Posting for traffic.

OP posts:
Original poster
ChecoPerez · 14/12/2022 11:05

I'd hate to have any negative reviews posted on Etsy when it's not really my fault :(

OP posts:
Musthavebeenbadinapastlife · 14/12/2022 11:09

I have something that was posted tracked delivery on 26th November and it just hasn’t moved at all. All other mail that is just sent normal post has been arriving here within a couple of days.

I’m not expecting the sender to be accountable for RM delaying post. I’m sure I read on another thread recently re 48 hr tracked mail that they “aim” to deliver it within 48 hours but that it may take up to X weeks. I hope your customers are understanding but maybe just point them in the direction of the RM website? Are you able to comment on peoples feed back on Etsy?

www.royalmail.com/retail-compensation-policy-delay

Tdcp · 14/12/2022 11:10

I think most people will understand that the strikes are having a knock on effect with severe delays. I've had post at work that's taking over 2 weeks to be delivered when it's 1st class delivery.

I think you're going to have to contact buyers and explain the situation and then work on a case by case basis. A lot of orders will probably be for Christmas so as long as they come in time it should be OK but it's best to reiterate the situation rather than leaving people with no communication.

Original poster
ChecoPerez · 14/12/2022 11:13

Good suggestions - thanks!

I will contact the buyers and link to the RM website.

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Original poster
ChecoPerez · 14/12/2022 15:24

Ok so one of my customers isn't happy. Their response was "well I paid for tracked 48 delivery, so you will need to chase it up as you are the sender". They have also said they needed the order by tomorrow! (This was not advised at point of order)

I sent the order tracked 48 as paid for, but I don't know what I can chase up? They are on strike!

For context, they ordered on Tuesday (6th) lunch time. My listings state 3-5 working days, but I got the order ready and collected for the next morning (7th), and it's showing as "we have your item". I don't know what else to offer them? Should I be refunding? Or at least refund postage?

This is what it states on my order confirmation screen:

PLEASE NOTE - Royal Mail are striking on Friday 9th, Wednesday 14th and Thursday 15th December 2022. Whilst your order has been dispatched using the tracked 48 hour service, I cannot be held responsible for any delay in you receiving your order due to the backlogs at the National Processing Centres. I have dispatched your order before the Christmas delivery dates stipulated by Royal Mail and you should still receive your order in time.

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panko · 14/12/2022 16:30

So it should have been posted yesterday at the latest?

panko · 14/12/2022 16:30

You can't chase it up and they are being a bit silly to suggest you do.

Original poster
ChecoPerez · 14/12/2022 16:36

panko · 14/12/2022 16:30

So it should have been posted yesterday at the latest?

Yeah it should have been there yesterday as that would fit within the 48 hours (not including weekends).

I'm starting to panic as I had a few orders go out on the 7th and I know 2 of them have been delivered no problems, but it's the others I'm really worried about now. I'm worried they leave me negative feedback on Etsy when I've done everything I can

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Original poster
ChecoPerez · 14/12/2022 19:08

Bump

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Tdcp · 15/12/2022 09:47

48 hour orders are taking at least 5-7 days at the moment. You can chase it up as often as the customer likes but they've had A LOT of strike days so they're very back logged. I'd send them a link to the Royal Mail website personally.
If they leave you negative feedback, if you can reply I would and state the truth, that you've sent it out in good time but you can't help the Royal Mail delays. Everyone is in the same boat at the moment, don't worry too much.

TreesAtSea · 15/12/2022 10:15

Easy for me to say, as I'm not in your situation, but I wouldn't refund anything at this stage. No reasonable person would blame you for postal delays.
I received a couple of packages by RM recently which don't seem to have been delayed at all, so it probably varies.
If you had previously stated that you'd offer refunds if not satisfied with the item etc, then only do that once you've received the item back in re-sellable condition.

JengaNonConfirming · 15/12/2022 10:19

As a customer I am awaiting a few things from Etsy and some other small businesses - one item posted 3 weeks ago! I'm just going to keep waiting, they're all presents for adults, so if not here in time, they'll get them whenever they arrive. It's not the sellers fault and I just can't stress about it!

Original poster
ChecoPerez · 15/12/2022 10:49

Some of the comments here are really helpful and reassuring so thank you!

I've had a friend who's had negative feedback on Etsy saying she's blaming Royal Mail and it's out of her hands, which to her is unacceptable! I don't understand why some people don't understand that these reviews can be damaging to small businesses.

6 more delivery dates between now and next strikes (tomorrow to 22nd) so hopefully they arrive!

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SpamIAm · 15/12/2022 11:05

I'd only refund if you're able to claim compensation from Royal Mail?

Thelnebriati · 15/12/2022 11:29

Your contract with the buyer is to put the item in the post in good time and pay for the tracked service. You've fulfilled your part of the contract, so I can't see how Etsy is trading fairly by allowing buyers to post negative feedback about the postal service, during a strike.
I wonder if its worth contacting their customer services? They should remove the feedback imo.

Original poster
ChecoPerez · 15/12/2022 18:41

Thelnebriati · 15/12/2022 11:29

Your contract with the buyer is to put the item in the post in good time and pay for the tracked service. You've fulfilled your part of the contract, so I can't see how Etsy is trading fairly by allowing buyers to post negative feedback about the postal service, during a strike.
I wonder if its worth contacting their customer services? They should remove the feedback imo.

Etsy won't remove their feedback - apparently isn't not in violations of their policy... wtf! I'm I checked all tracking today again and not one of them has moved at all. I'm hoping tomorrow or Saturday will see an update!

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