Today I was the recipient of a great piece of customer service which really made me value the transaction and will ensure that I not only remember who I did business with but that I hold them in high esteem in the future. Stay with me and I’ll tell you all about it and then you can learn how you too can improve your customer service skills by doing what this seller did for me.
Whilst at work today my phone rang, it was an unknown number which is not entirely unusual. More often than not its a recorded PPI message or a telemarketer I usually ignore them but this time I answered the call.
“Hello is that Mark?” A voice with an accent I couldn’t place asked.
“Speaking” I said
“Hello there my names Roger, you bought some Nintendo games from me on Monday.”
To be honest I was taken aback, I’ve never had an eBay seller phone me up. I’ve had couriers call and ask for directions or to see if I had a preference as to where they could leave a package. My first thought was that there was an issue with my payment or I’d somehow messed up my address or something.
It turns out there was an issue with my purchase, I had bought two Nintendo Game and Watch games and a Gameboy SP. I thought I got a good deal as all three were working and in good condition or at least that’s how they were described.
“I’m afraid there’s a bit of a problem with one of the games you bought”
I thought maybe his dog had eaten it or he’d dropped it down the toilet whilst having one last play but that was not the case.
“I’ve just began to pack the games up and noticed that the Donkey Kong game doesn’t close properly, it shuts but doesn’t stay shut, it still works perfectly but I thought I would have to give you a ring to see if you still wanted them?”
“Sure as long as it still works that’s fine, I can always have a tinker with it when it arrives.”
“Good then I will send it tomorrow, I can either send it Royal Mail and you’ll get it the next day or I can send it myHermes and I’ll include the batteries seeing as they don’t restrict sending them, but it will take a little longer to arrive?”
“I’m in no hurry so if you’re happy to include the batteries that’s great!”
“Then I’ll send them tomorrow, thanks for being understanding about the issue.”
“No problem, thanks for calling and letting me know!”
And that’s it, at first I was a bit confused as to why he’d called me instead of sending a message, but then I understood and then I was impressed! Someone had used their initiative to make a call which was a lot more personal and left a lasting impression. Maybe it’s because I’m interested in eBay and it’s inner workings, maybe it’s because he was just a genuinely nice guy but whatever it was he managed to turn a negative thing i.e. The damaged item, into a positive and that may not have translated quite as well in an eBay message.
How can you improve your customer service by calling your customers?
I’m not saying that as soon as you’ve made a sale you should give your customers a ring for a good old chinwag but it’s definitely worth considering when there’s an issue with a transaction.
Consider the following scenarios:
- Your buyer hasn’t paid
- Your buyer has complained that their item hasn’t arrived yet or is damaged
- You’ve noticed a flaw that you didn’t put in the item description
- You’ve sent them the wrong item by mistake
Now think how you would usually try to solve these issues, eBay messaging would be the way 90% of us would go. How effectively can you really communicate through text? Surely a phone call to the buyer proves that not only do you care enough to actually pick up the phone but that you actually want to take steps required to help them. You can also show the buyer that you’re a genuine person and hopefully like my seller get them on your side and solve the problem and maybe even avoid negative feedback!
I think this tactic would also potentially weed out dodgy buyers who claim not to have received items. A personal phone call where your personality is able to come through may make them feel guilty and when put under pressure they may not be able to continue the lie.
How do you find out a buyers phone number?
It’s easy really, you can’t find the phone number on the eBay app, but you can log into your account on a computer or mobile browser, head to your sold items and find the arrow at the far right of the transaction.
Click the arrow and choose “View Sales Record” from the dropdown list.
Simply look at the page and you will see the phone number, if your buyer has entered one onto the system of course!
Do you think calling your customers could help you when there’s been an issue? If so give them a bell and see what happens.
It’s good to talk.
You know what a computer virus is right? Something that gets into your computer and causes you some kind of cyber misery! You might be surprised to note that even if you have an anti virus program installed on your computer that they can still sneak in and cause chaos on your computer.
In this post I’ll tell you about a virus which eBay buyers may be more susceptible to than anyone else.
Why? Because ebayers love getting parcels and because curiosity killed the cat!
Action Fraud reported in back in February that those naughty fraudsters are sending out emails which claim there is a parcel waiting for them at their local Royal Mail sorting office.
The scammers are hoping that you’ll be expecting a parcel and let your defences down and open the email. Even if you’re not expecting anything everyone likes to think they’re getting a package and it’s like Christmas or your Birthday if you don’t know what it is!!
The hustlers are preying that curiosity gets the better of you and you open the attachment to learn more. And by doing so you are opening the door to a whole lot of trouble. The email itself isn’t dangerous, it’s the attached virus “Cryptolocker” which if opened and installed encrypts your personal files and holds them to ransom! It demands you pay for their safe release. The rub here however is that it’s a time limited offer, if you don’t cough up the readies before the time expires then the photos of your children that you haven’t backed up are deleted, possibly forever!
So this warning serves to teach two lessons, don’t open suspect emails and back up your important files.
Action Fraud advise:
“If you receive one of these emails, do not click on any links or download any attachments and report it to us.”
Royal Mail advise that unless a customer has actually requested something from them they won’t send emails with attachments so if you get an email like this, either hit the spam button or report it via Action Fraud and receive a police crime reference number, call on 0300 123 2040 or use the online fraud reporting tool.
If you know someone who could benefit from the information here make sure you let them know. I for one am going to make sure my mum knows because I’ve fixed her computer countless times after virus attacks!
As you may know if you pay attention to the calender that the flocks go forward this weekend. Meaning summer is on it’s way and we all get an hour less in bed
eBay have helpfully announced for those of us that were worried that is sellers won’t be penalised for this and that all listings which went live before the time change will automatically be adjusted by one hour so no one loses out.
That’s nice of them and all but for those of is who targeted our listings to end at a specific time the next week we could lose out.
So be careful listing this weekend and bear in mind that if your auctions end after the clocks change they will end an hour later than you listed them!
“It’s that time of year again. Summer time begins at 1.00am on 30 March. Make sure you set your clocks forward one hour from 1.00am to 2:00am.
We’ll make sure your listings are still up for the full amount of time, despite the time change. All listings that start before the time change and end after it will still be listed for the exact duration specified in the listing.
For example, if you start a listing at 1.00pm before the time change and this listing ends after the time change, the listing will end at 2.00pm instead of 1.00pm.”
The announcement can be found here.
Ebay have just announced that April 16th you’ll be able to see which transactions have:
· Returns initiated for a reason that the item was not as described
· eBay Money Back Guarantee cases opened for item not as described or item not received
· Seller-cancelled transactions, and negative or neutral feedback
That means that the DSR system will no longer be anonymous and you can see who have you low ratings for item description and despatch time.
I’ve always wondered why the despatch DSR isn’t automatically updated by eBay when you mark the item as dispatched. I know that you can lie and click it anytime but I can pinpoint times where I have despatched the same day as an item has sold and because of external factors in the Royal Mail or courier system it has been delayed and the buyer has marked me down! Surely with tracked items this wouldn’t be too hard to implement!
“We’re making this change to the feedback system specifically to help you succeed with the new standards – and deliver the great service that earns you more visibility and potential sales.”
So let’s wait and see how this works out when it comes in to play.
Read all about it on the eBay news pages.
I received a call today from the car dealership I bought my car from last year. It was time for my first annual service. When would I like to be booked in? I am almost completely ignorant when it comes to cars. I can change a tyre and refill my oil and windscreen fluid but other than that I am so clueless it’s not funny.
I know that services are recommended to make sure there are no problems with your car but when I was told the price I was taken aback. £196 for a full service. Certainly not pocket change. I wasn’t really sure if this was expensive or cheap? Was I paying a premium for using the Vauxhall dealer I bought the car from or is that just what is cost?
I agreed in principal that I would book the car in because I had been receiving an error code when I turned my car on and Google couldn’t help me when it came to researching what it was. I needed to know that the car wasn’t going to explode or the wheels were going to fall off or something!
I had a quick scout about for full service deals and found a few other companies who were willing to undercut Vauxhall but they couldn’t guarantee a courtesy car while mine was being worked on, so I confirmed the Vauxhall booking and agreed to shell out £200 for God knows what? For all I know they will plug it into a computer before going to have a cup of tea for two hours and then phone me up and tell me it’s ready!
I’m ignorant when it comes to cars and am happy to pay a premium so that someone who knows what they are doing can ensure that my car is running well and isn’t going to break down or fail when I’m driving. I want to know that my car is safe to drive when I have my daughter in the car and so I pay what it costs.
Think about what you’re ignorant about what you are good at, what are you an expert in? And how can you use that expertise to help clueless people and make money selling to them?
If you sell Antiques on ebay people expect that because you are selling a particular item that you are an expert and know all there is to know about it. Based on what you write about your item and the pictures you take they will gain confidence from it, hopefully enough to buy from you. If they are uninformed when it comes to a certain item but they know that they want it you can achieve the upper hand by appearing confident and knowledgeable about your subject. I’m not talking about being deceitful here…
Do you actually need to be an expert to sell a particular item?
Not at all, as long as you have the tools at your disposal to appear knowledgeable. If you can use Google and eBay to research your item and learn enough about it to describe it accurately and in a confident manner then that is enough and the bonus being that the more you research and the more you learn the more you actually become an expert in that field.
“Experts” say that it takes 10,000 hours of practicing, learning and refining something in order to become an expert, from sports and instruments to foreign languages and cooking. If you haven’t got a spare 10’000 hours you can surely become good enough for a lot less time invested. The folks over at Expert Enough have a good philosophy when it comes to getting good at something.
Since I have started collecting and subsequently selling my collections I have become an “expert” in many things from Antiques and collectables to retro computer games and even Levis jeans. I am always learning and when I spot a trend or new market I will look into it and see if there is a way in can get in on the action.
Have a think about how you can be the person that instills confidence in someone who is a layman and how you can improve your listings so that you build trust enough that someone will buy from you. You might just make more money that way.
I seem to be saying this every week at the moment but I logged into my account just now and eBay have given me free listings again for the SIXTH week in a row. In my seller summary nestled in the bottom right corner I see that I have 100 free listings! Woo.
In a flashback to a fortnight ago the listings can be either auction style or fixed price, as long as they’re over a quid your golden. No clicking the get offer button there just live for when you need them. Which this week is good for me because I’m on a listing binge this weekend!
Private sellers will pay no insertion fees for auction style or fixed price listings starting at £1 or above on up to 100 items.
What type of listings do you choose?
Wondering what style of listing to choose? eBay give you a nice little run down.
It may be worth noting that there are some conditions to whether you will get the free listings as stated in the terms and conditions.
eBay.co.uk registered private sellers who have been invited to participate and are not below-standard sellers or otherwise restricted from selling.
I’m off to do some listing!
As Royal Mail begin to prepare for their price increases at the end of the month. Rival courier company myHermes have just announced that they will be slashing prices on lighter parcels, no doubt in an attempt to claw back some custom from the big RM.
I have been a regular myHermes user since Royal Mail annoyed a lot of people when they moved the goalposts on small packages in 2012. After this it was often more than £2 cheaper to send an item with myHermes, that’s when I jumped on the bandwagon and I’ve been riding it on and off ever since. Royal Mail saw the error of their ways and changed their dimensions for small parcels again in 2013 this saw a lot of my smaller, under 1 kg items go back to the Post Office.
This announcement today however may see me running right back to the parcel shop for the extreme majority of my items here’s why.
cheap, good value, they have extremely competitive prices for sending anything up to 15kg at parcel shops and they can generally blow out of the water anything other than the letter service that Royal Mail offers.
The following table is a comparison of current vs the new prices for dropping off parcels at parcel shops. For courier (pick up) prices add 20p to the price including VAT.
As you can see the prices for 0-1kg and 1-2kg are extremely good in going up against Royal Mail in the price stakes, but as we all know price isn’t everything and sometimes it is worth paying more to get more. So what else do myHermes offer?
Size of parcels
The myHermes network can carry boxes which are up to 120cm long, as long as the following formula is adhered to:
So that is a pretty generous dimension allowance, a parcel which measures 120 cm x 25 cm x 25 cm and weighs less than one kilo will cost only £2.78 to send! Something that size would cost nearly £12 via Parcelforce!
Size guidelines for Royal Mail services are as follows:
- Small Parcel dimensions not to exceed 45cm x 35cm x 8cm OR 35cm x 25cm x 16cm
- Medium Parcel dimensions not to exceed 61cm x 46cm x 46cm
- Large Parcel dimensions not to exceed 150 cm length and 300cm length and girth combined and are only available via Parcelforce rather than Royal Mail.
Tracking and signatures
With myHermes tracking is included with every item sent automatically and it doesn’t cost a penny! If however you want to provide tracking on a Royal Mail item you will have to pay an extra £1.10 for “Signed for” delivery. This option is available to ensure that the item is signed for and not left on a doorstep or in a porch etc.
If you want an item signed for with myHermes it costs an extra £1, so for a fully signed for tracked service myHermes is 10p cheaper.
Insurance up to £50
Every item sent with myHermes gets up to £50 free insurance for loss, damage etc, you can pay for extra depending on the value of the item you are sending but for me £50 is generally enough. In order to get £50 compensation with Royal Mail you need to get signed for delivery which again is £1.10 extra on top of the cost to send the item.
For a long time now eBay have offered Royal Mail and Collect + directly from within eBay meaning you can pay for and print labels without leaving your account.
myHermes have very good eBay integration once you have linked your accounts together, simply log in and go to send an item and all sold and paid for items appear ready for you to buy labels.
A new feature that they are offering is direct integration with the tracking system whereby if you do buy the tracking information is uploaded directly to eBay. They also send your buyer an email to their registered email address telling them that the item has been booked in and a tracking link is there so they can keep tabs on their order.
How useful automatically updating tracking information will be remains to be seen as I have never ever been able to see the tracking option work, neither on the website or from within the app on my phone. Ebay’s tracking system is an absolute joke. I add the tracking details anyway because if a case is ever opened where the buyer claims the item never arrived having tracking details already assigned to the transaction makes things a lot easier.
Speed of delivery
Here is where Royal Mail take the edge as with First Class delivery mail usually gets there the day after it is posted. This is really useful and for some items where a buyer is counting on the speed of delivery I will still use Royal Mail, but for larger items which are more expensive to send at the Post Office I will use myHermes which takes between 3 and 4 days on average depending when I drop my items off.
At my local parcel shop the courier usually comes to collect parcels left in store around 10am, so if I’m any later than that they will be stuck in the store until the next day. As I am lead to believe the parcels then go to a local depot where they may stay until the next day before going on to be sorted and sent to the recipients local depots and distributed from there.
I have been using myHermes for around 2 years now and have a separate account for each of my 3 eBay usernames, I have sent over 250 parcels using their service and I don’t want to tempt fate but have yet to have a problem with either non delivery, late delivery or broken items. I am amazed at this because there are a lot of negative reviews for the service online, but I have had nothing but good experience.
Royal Mail on the other hand have been more unreliable. This may simply be because I have sent over three times as many parcels with them, but I have had items broken, lost, delayed, returned and delivered to the wrong addresses. I put up with this however because they have a fairly decent customer services team who can generally sort things out when things do go wrong. Unlike some other courier services I have used in the past!
Given some of the items I have sold recently I will do a comparison on what it would cost to send each item with both Royal Mail and myHermes to see how much I could have saved by going with one over the other. Assuming time is not of the essence and no added extras such as signed for delivery are needed.
Item: Small Purple Jumper
Size: A4 Cardboard Envelope
Weight: Less than 500g
Royal Mail Second Class: £1.48
Weight: Less than 700g
Royal Mail Second Class: £2.80
Item: Sewing Machines
Size: 70 cm x 50 cm x 40 cm
Weight: 12 kg
Royal Mail Second Class: NA
(I actually used Yodel for this as next day delivery was required)
Item: Gamecube and game
Size: 50 x 30 x 30 ish
Royal Mail Second Class: £13.75
Taking everything mentioned above into account I think that using one service exclusively over the other is a mistake, you need to shop around to find the best deals and know which companies can save you the most money whilst still providing a great service for your buyers. With that in mind I will continue to use Royal Mail when it makes sense to do so but now myHermes are a very compelling option indeed!
And then of course there are the oversize parcels which are too big for either of these networks. Currently Parcel 2 Go gets the nod for this, they also offer myHermes as a delivery option and it is the same price so it can be worth running all of your parcel quotes through them just in case.
myHermes have just announced that they are responding to Royal Mails price increases with new prices of their own. They however have made the decision to slash their prices on lighter items to make them just about the most competitive company on price in the marketplace right now.
There’s a full breakdown to come but for now you can see that the change in price structure will really please your wallet and if George Osborne’s budget announcement has you heading for the hills this will surely be good news.
Introduction of the 0-1kg parcel band
This used to be an option on the myHermes website but at the last batch of changes was swallowed up into a 0-2kg weight band. It used to cost a total of £3.90 for this service.
This is being split in two with the lighter parcels up to 1kg costing only £2.78 including VAT. Compared to what will be £3.20 at the Post Office this is a nice saving on lighter parcels.
The 1-2kg weight band will reduce from the £3.90 to £3.78 which will be a lot cheaper than Royal Mail.
The heavier package weight bands are increasing in price on a par with Royal Mails increases but myHermes will still be cheaper!
Here’s a breakdown of the new and old pricing structure and look out for a deep dive on what this means for us eBay sellers going into the Spring selling season.
If you have read my review on Parcel Monkey you will be aware that for the most part I am very happy with the service they provide, however recently I have noted one of their shortcomings. Customer service.
Customer service is a vital part of any business, if you don’t treat your customers right they wont come back. Selling on eBay as I do I recognise this fact and try to do all I can to answer my customers questions and deal with their problems without any effort on their part. And that’s where this story begins.
It all started innocently enough when I sold an item on eBay. It was a Cluedo board game from the 1950′s, it didn’t weigh a lot but it was vintage and sold for £50. When it sold I was quite happy because it had been listed for a while. I wasn’t quite so please when I realised it had sold to a buyer in the USA.
I am usually quite willing to send items internationally, but generally transactions fall through when a customer realises how much they are going to have to pay for shipping. In this case I had looked for quotes on various websites and the cheapest price I could find for shipping to the USA for this parcel was with Parcelforce through the Parcel Monkey website. The price to send the parcel was a whopping £29.59. I was offering free shipping to the UK and so to keep things fair I gave the buyer a discount comparable to the cost of UK shipping and they paid £22.39 for shipping. The cost to send was so much because I require tracking on items I sell overseas that sell for more than £20 in order to protect myself.
I booked the courier, filled out the customs forms and Parcelforce picked up the next day which was 22nd January 2014. As far as I was concerned the buyer would receive their item a week or so later. Being the good customer servant I am I marked the item as dispatched in eBay and also sent the buyer a message which contained a tracking link so they could see the progress of their parcel as it winged its way towards them.
Weeks went by and I forgot all about it. I didn’t receive feedback for the item but that’s not unusual as probably less that half of the items I sell get feedback. Then a month later on 22nd February 2014 I got a message from the buyer.
“I have yet to received my thing. Has it been returned to sender.”
At first I thought that possibly it had indeed been returned to sender due to the buyer not picking it up after a missed delivery, but then I checked the detailed tracking on Parcelforce’s website.
As you can see from the image above the item was with the delivery agent on 27th January 2014 and even if the courier had to walk to deliver the package it shouldn’t have taken this long to be delivered. Surely this must be easy to sort out. A quick message to Parcel Monkey and they should be able to do some enquiries for me. Right?
I used Parcelmonkey’s support centre and opened a ticket. The conversation went as follows:
I sent the above order via yourselves with Parcel Force on 22/1/14, the tracking states that it’s been with the delivery agent since 27/1/14.
My customer has been very patient waiting so far however I think that the item may have gone missing. Please can you look into this for me so I can appease my customer. And if there has been a problem can you take steps to resolve them. Regards
We apologise for the inconvenience you and your customer have experienced.
Please kindly provide a full description of the parcel- the contents and how this was packaged as well as the value so we can pass this on to ParcelForce and request an investigation.
Thank you for your quick reply, unfortunately I cannot be very specific as I packed and sent this a month ago.
All I can say it I generally use brown cardboard to pack my items up with and then use white “Fragile” tape on the sides. I will have had the customs documentation on a re sealable packet on the parcel. The contents was a vintage Cluedo board game and it’s value is £50. It will have been wrapped in bubble wrap inside the cardbord box.
Thank you for the details. We will pass this on to ParcelForce for you. Please kindly get back to us on Monday afternoon, we may already have an update by then.
I then perhaps got a little too big for my boots, in hindsight I was a bit arsey and this may have contributed to what followed.
Respectfully, I would expect that if you have an update for me by Monday then you let me know as soon as you receive one. It shouldn’t be up to me to get back in touch to check if there is any news. I will be at work and busy myself on Monday and so would appreciate any news as it becomes available to yourselves.
Parcel Monkey conducts business in accordance with its standard Terms and Conditions of Carriage; these conditions can be found on the Parcel Monkey’s Website or at the time the order was processing. Please be advised that when you or your representative signed the ‘Shipper’s agreement’ section of the Terms and Conditions, you entered into a legally binding contract and agreed that Parcel Monkey’s Terms and Conditions were all the terms of the contract between Parcel Monkey and yourself.
Clause 5 provides that all missing claims must be reported to Parcel Monkey within 7 working days from the scheduled delivery date. Our records indicate that your shipment was collected by Parcel Monkey on the 22nd of January 2014 and that your first notification to Parcel Monkey was on 21st of February 2014
As this falls outside of the 7 working days, regrettably, we are unable to proceed any further with your claim.
Parcel Monkey Claims Department
Ah, well at least they are sincere in their regret. My main issue with their reply was that I wasn’t looking to make a claim. I just wanted them to look into it and see where the parcel was. To see if they could get in touch with the stateside couriers and check to see if it was stacked in a corner awaiting delivery or something. Obviously this didn’t translate so I replied with the following.
First of all I have not informed you that I am making a claim yet. I simply want some help in finding out what has happened with this parcel, where it is etc, which any reputable customer service department would do without complaint. However your recent reply quoting terms and conditions has left me feeling incredibly let down.
Also please can you confirm when exactly this shipment was supposed to arrive? Because I can’t find a quoted date.
I then thought I would take my frustrations to social media in the hope that public shaming may force them to take action so went to their Facebook page but couldn’t see how to post on their wall but I did find their Mission Statement, which prompted me to turn to Twitter.
— Sayzey (@sayzey) February 24, 2014
I followed this up with another message on the support ticket.
Please may I also ask when you are considering wether or not to help me on this issue that the mission of Parcel Monkey is as follows:
To be the most respected courier quotes site on the planet.”
I have definitely lost respect for the Parcel Monkey brand after your latest reply. I am extremely disappointed.
An hour later I received a reply:
We are sorry that a positive outcome could not be reached in relation to your claim.
However, when a shipment is raised to a matter of claim we have certain policy that we have to follow according to the Trading Standards of the Company.
Our record shows that you agreed to our Terms and Conditions and confirmed that if the delivery does not happen within the estimated timescale, you will notify us within 7 working days.
Since you reported the case after the 7 working days unfortunately we had to reject your claim.
A full refund of your delivery charge will be offered back in our next email.
Please accept our sincere apologies for any inconvenience this may cause you.
I then got a refund offer. That’s all well and good however they still didn’t understand that is not what I wanted! I accepted the offer thinking it was the best I was going to get, but it would still leave me £40 out of pocket.
Thank you for accepting the offer.
The details have been passed to our accounts team who will credit you within 24 hours.
I will let you know when the money has been sent.
Thank you for your offer of a postage refund. I have accepted this as I know when to quit while I am ahead. Please know however that I wasn’t seeking a refund and I wasn’t making a claim, I simply wanted some help in finding out where the parcel was. I have learned my lesson for next time, hopefully there won’t be one but you never know.
I then cut out the middleman and got in touch with Parcelforce directly. After a few very helpful exchanges they provided me with a direct telephone number for the US courier company for my customer to get in touch and see if the parcel had been undelivered. They also requested parcel details from me so that they could begin the investigation process. I provided all of this and waited.
On 27th February I was under the weather and ill in bed and I got a phone call from Parcelforce customer services. The lady I spoke with was very nice and explained that as I had paid for the parcel through a third party she couldn’t deal with me directly and give me any details of the parcel because that was the job of Parcel Monkey. She also said that they should be the ones who got in touch and then Parcelforce would gladly look into the issue. It all seemed so simple to me, yet the people I was dealing with either didn’t grasp what I needed or weren’t bothered either way. Back to Parcel Monkey I would have to go.
I submitted another reply to Parcel Monkey.
Thank you for my refund. I am very grateful that this was issued. I am unsure if the issue of this refund was due to the parcel already being deemed lost or not, however I got in touch with Parcelforce in the hope that they may be able to shed some light on the location of the parcel and while they were very helpful, as I paid yourselves and not them it would have to be yourselves who initiate the investigation.
They told me to get back in touch with yourselves and inform you that despite Parcelmonkey Terms and conditions, Parcelforce international packages have 120 days in which for investigations into the location of parcels can be made. They informed me that it would be simply a case of yourselves getting in touch with them and they would do the rest.
I hope you will find this an easy way to try and resolve this situation once and for all. Thanks
I wasn’t going to hold my breath. In the mean time my buyer got back to me in a message. He informed me that he had called the number I had sent him and they had told him that his package was returned to sender. Doh!
I gave the buyer a full refund since they were very patient and never complained about the delay. Perhaps if they had complained earlier it may have got sorted, but you live and learn in this business!
After I had issued the refund I had a reply from Parcel monkey:
Although Parcel Force may have 120 days of investigation however your contract was with Parcel Monkey and your claim had to be assessed as per the contract you entered.
I was a little bit annoyed and sent the following reply.
Seriously how hard can it be to send an email? If required I will write the email, I will even supply you with the email address, all I need is someone from parcel monkey to send it. Parcelforce will do the rest.
Is it too much to ask for you to consider this? Is it too much to ask for the customer service team of a business which relies on customers to run to actually serve the customer?
Two days later and I was surprised to receive the following reply:
We have submitted a claim on your behalf as requested and your reference number is AB-123456.
Excellent. I made some progress.
Fast forward two weeks and I haven’t heard anything more from Parcel Monkey or Parcelforce and I don’t think I ever will. As for using Parcel Monkey again, I don’t think I ever will.
An interesting side note to all of this was that minutes after I sent the tweet to @parcelmonkey a rival courier broker, Parcel Hero, followed me, which I thought was rather clever, so I am ready to try them out.
I have run a few quotes through their website and they are competitive on price and use a slightly different model to their simian competitors. They have a very good refer a friend scheme and if you would like to help me out, drop me an email and I will refer you. I’ll get £5 for referring you and you can then go on to refer your friends and earn credit to send parcels that way.