"Density issues" causing returned international Royal Mail parcels.

[england-5]

20+ years experience shipping to all parts of the world. I've just had 3 international parcels returned from Royal Mail due to "density" issues even though they are packed and contain the same product as they have for the last 20 years with never an issue before. The letters attached to the returned parcels explain that the Royal Mail pre flight scanning equipment is having difficulties scanning the contents of the returned parcels, hence the "areas of density" mentioned. Their default setting is to return the parcel to sender (they are suposed to open and check the contents if there is an issue with scanning, before resorting to returning the parcel...they have not!!). I have spoken to Royal mail about the first two returned, and they have amitted the problem is with their equipment and have issued two refunds (£85 +£65). Today another one arrived back at my door (all these parcels were sent at different times during January). Having chased RM for a refund, and getting it, I know how difficult the process is. This problem does not fall into any of their "drop-down" catagories on their claim page. I got lucky and actually managed to speak to someone at customer services who knew all about the problem. Apparently they are the only ones that can issue a refund for this fault. If you have had this happen (and I can't imagine I'm the only one), then go straight to customer services, don't be fobbed off with "you need to make a claim via our claims page", cos it just does not cover the problem.

[classicspares499]

We have now had 4 parcels with this happening. They were super rude and it went round and round in circles with nobody actually being able to tell us why how or what. We eventually got a refund as "a gesture of goodwill" but told we would not get a refund again! We re sent one parcel with no problems without repacking it or anything. This was £300 worth of postage as they were all the newer medium size international parcel. So we thought maybe an issue with this new parcel........but nope, we spoke to another friend who had also had it happen with a small parcel then we had another one, also a small parcel. This last one actually got sent to dangerous goods, was opened, checked and all confirmed fine to send....yet still got sent back to us!

The first time he tried to tell us because it was a medium parcel and too big for road then that was why they were returned but we knew this was rubbish and that others must be experiencing this problem. Very frustrating!

[england-5]

Much the same story as ours. We have been on to Royal Mail today, chasing the refund for the 3rd parcel returned. Even though they have refunded for the first two, and the initial person we were dealing with admitted there was an issue, the first person we spoke to today insisted that the problem was with us, that they knew nothing of a scanner issue, and was generally rude and uncooperative. Ended up going round the houses (with the usual 30+ minutes wait in the phone queue with each call). Speaking to another Royal Mail rep, they told us that the issue is wide spread, that its not been fixed, and advised us to use other couriers as they could not guarantee it won't happen again. Meanwhile, we have been asked to send an email to customer services with all the details, dates, services, destination ect. This we have done….we now await a response.

[showpiece-antiques]

UPDATE to the Online medium international parcel shipping issue with Royal Mail and also the issue with international DENSE items being returned that people are having problems with.

I managed to complain to Royal Mail via direct message on Twitter and have today had a phone call from a senior manager to EXPLAIN the problems RM are having at the moment. 

He says about Int Med Parcels:

The RM website is WRONG. You cannot send a MEDIUM sized parcel internationally (even though they are advertising it and still have the service for sale on their website). Apparently the website is wrong and they are 'working on it'. (I pointed out that I printed off an online Medium International price list last October and why is the website still not amended nearly 6 months later? No excuse and could not answer).

He says about DENSE items being rejected by scanners at their international hub for air travel:

Royal Mail have new scanning machines (for their own use) to check for illegal or dangerous goods that cannot go by air. They reject anything heavy and solid irrespective of size. I had a lynch pin come back and my partner had a door knocker. They don't open parcels to check the item is what it says it is on customs stickers and invoices, presumably in case it's a bomb. (Knockers and lynch pins are hardly dangerous, unless you read Agatha Christie or porn novels and realise you can knock someone out with said items).

It is ONLY the RM scanner that misbehaves. Again, they are 'working on' the 'issues'. SO, if you send by Evri or any other courier (I'm not including Parcel Farce, as they have issues too) you should not have problems as their scanners work fine, unless of course you ARE sending a bomb, in which case you deserve what you get 🙂

Hope that helps. And the RM chap apologises for potentially ruining people's livelihoods.

[classicspares499]

Basically we can't actually trust anything they say. We have actually sucessfully sent several larger medium international parcels. Then we had the issue with the 3 of them coming back but did re send one of them no problem without re packaging or anything.

So really their excuses make absolutely no sense at all. It's getting a bit scary sending our things out though but have stopped using the Royal Mail Medium parcel option for international. Are we also going to have to stop using them for heavier (up to 2kg) items full stop internationally? Stops a lot of our business though but we can't keep having them returned then them blaming us for it!

[showpiece-antiques]

Quite, you get the feeling they just fob you off with lies sometimes. I'm not sure about the heavier service.  Most of my heavy items are oversized, but will be listing some scale weights soon which will go in a small parcel but would be well over 2KG. Will be interesting to see what it says. I may test it out by actually going to the PO again rather than buy postage on RM website. The manager who called me said that is the best way to post parcels at the mo - at the PO... (or use another courier!)

[eryka_2002]

I too have just had this exact same problem. I was told by customer services to claim online but as you say it isn't covered in their drop down menus. I made a complaint online and have now been told I will get a refund. Did you resend your items? 

[england-5]

Yes, we got a refund for all 3 parcels, although only by going through customer services as the on line claims system does not cover this problem. Even going through customer services, some of their operators claim not to know anything about this problem (although I have been assured that they have all been briefed) and will try to divert you back to the on-line system...... I was told by the Royal Mail NOT to use their system to resend as the problem was still on going and was likely to be so for the foreseeable future. No wounder they are loosing money hand over fist!!   Best of luck getting it sorted

[showpiece-antiques]

Yes, resent with Evri

[trfh]

I've just had a similar problem of my parcel being "too dense", and an admission that they could not confirm the contents with "their procedures".   In this case I shipped a standard mains transformer ( a heavy lump of steel and copper) to China using Parcelforce.    2 days after shipping they returned the item to me saying "Send by surface mail only".

I booked shipping via Parcel Monkey (aggregator), so I can't complain to Parcelforce direct.   I'm waiting for Parcel Monkey to pick up the issue and refund me.

[ashbyrabbit]

I have just had the same problem an item sent to australia has been returned apparently because it is too dense for the xray according to the lady at the click and drop helpdesk. but according to the sticker that is on it the contents are not able to be flown and must go by road (that i would like to see). but all thats in it is a microscope (brass) with a small mirror and a box. Identical to every other microscope i have sent in the last 10 years that have gone with Royal Mail or Parcelforce. Now i finally have the item in my posession i have sent a complaint the situation was particuarly frustrating as tracking showed it was still in the UK at the airport hub and Royal Mail help kept lying and telling me it was already in australia. Alternative post is likely to cost me a substantial amount more. 

[showpiece-antiques]

I feel for you. It's a disgrace. If using eBay, the best thing to do is use the Global Shipping Programme. Only Royal Mail have issues with their scanners, no other shipping company does, and eBay do not use Royal Mail with GSP thankfully.

[showpiece-antiques]

Where heavy is concerned, it's the density (xray can't get through it) that their scanners can't deal with. It's only Royal Mail and I think ParcelFarce. eBay's Global Shipping Prgram stops all this hassle, but unfortunately other selling platforms don't have GSP from the UK.

[black--lobster]

Total Joke..... Three decanters returned!