2024 Royal Mail loss claim process for businesses

Category: Operations
2024 Royal Mail loss claim process for businesses

**** Royal Mail have sent business customers a follow up email basically saying they didn’t mean to send this update out, it doesn’t apply yet and they’ll let you know when it might apply! So no changes to the Royal Mail loss claim process currently!****

Our apologies, this email was sent by mistake. Please disregard the content below; we’ll update you on any future changes before proceeding.

– Royal Mail

From the start of this year, there are specific change to the Royal Mail loss claim process for Tracked and Special Delivery items. In a nutshell, proof of non-delivery from your customer may be required to support a claim for loss compensation… Yes, if they’ve not received their delivery you have to convince them to fill out a form.

This is going to be a right pain as no longer is it sufficient to rely purely on tracking to claim for a lost item, you may have to bug an already irate customer that didn’t receive their item as part of the Royal Mail loss claim process.

A declaration of non-delivery form will be available on Royal Mail’s Account Customer Claims Centre, . This form must be completed by the intended recipient of the item before or on the same day you make your loss claim.

If the form is not completed, or you start the Royal Mail loss claim process before the form is completed by your customer, Royal Mail say that they may be unable to consider your claim. And you’re also reliant on your customer including your email details in the form’s ‘sender email address’ section to get a copy of the form!

If you are claiming for Royal Mail Tracked or Royal Mail Special Delivery loss, you need to provide specific evidence. This applies if the item has been tracked to the recipient’s delivery office, and there’s no tracking to confirm delivery has been made or attempted. Alternatively, if the item has been confirmed as delivered, but you believe the delivery information is inconclusive, you will need to provide evidence if any of the following apply:

  • No photo on delivery captured (not currently available for Tracked Returns)
  • Photo captured but not believed to be at the intended address
  • Poor quality photo capture
  • The photo shows the item left in an inappropriate location (at the property
    but in an insecure location)
  • No or incorrect signature (signature products only)

Royal Mail say that where an item is tracked as delivered to the intended address, and their delivery evidence supports this, they will not consider any claim for loss compensation.

As is normal, all claims must include supporting evidence, including proof of actual loss, such as what the item cost you to acquire, purchase, manufacture, or repair in the case of damage. You’ll only be compensated for your product costs, not your lost profits.

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