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ingratebriton - parcel reliability


It is time for more effective regulation at the distribution end of the distance selling industry.

I do mean root and branch, starting with clear definitions of service levels - what constitutes a timed delivery guarantee, signature on delivery, tracking etc.. These need to be regulated, legal definitions with penalties for failures. We will restrict the discussion here mainly to services that will affect the home consumer. This will not be a one-sided polemic; we will add a section on the user's responsibilities.

This kind of approach is necessary to curb the creation of countless invalid online business who want all the benifits of minimal overhead retailing without providing any of the service. It is unfair competition for bricks and mortar retailers and poor service for customers, whose constant search for the best possible price attitude are getting what they pay for and contributing to the problem.

We'll do an inexhaustive list and leave it out there. What do you think, no not you (mail/courier industry), everybody else?

Something along these lines, perhaps

Definitions

Service Type
Inland Mail suitable for foot deliveries, includes PO 'parcels', large letters

Group 1

  1. standard mail, aim next delivery day, includes redirection and return on delivery failure (eg 1st class)
  2. economy mail, aim within 3 delivery days, includes redirection and return on delivery failure (eg 2nd class)
  3. bulk business economy mail, aim within 3 or more delivery days, includes redirection and return on delivery failure
  4. bulk business economy mail, aim within 3 or more delivery days, no redirection or return on delivery failure
Inland Mail suitable for foot deliveries, Confirmed with size and weight

Group 2

  1. record of delivery, includes redirection and return on delivery failure, may include recipient signature (eg Signed-For)
  2. record of delivery with expected deadline, includes redirection and return on delivery failure (eg Tracked)
Inland Mail suitable for foot deliveries, Secure with size and weight restrictions

Group 3

  1. timed secure mail, fully tracked on secure network, includes redirection and return on delivery failure (eg Special Delivery 1)
  2. fast timed secure mail, fully tracked on secure network, includes redirection and return on delivery failure (eg Special Delivery 9)
Inland Packages using vehicle deliveries

Group 4

  1. Vehicle delivered Packages, tracked and guaranteed by business opening, next working day
  2. Vehicle delivered Packages, tracked and guaranteed by business opening, next working day with Saturday option
  3. Vehicle delivered Packages, tracked and guaranteed by mid-morning, next working day
  4. Vehicle delivered Packages, tracked and guaranteed by mid-morning, next working day with Saturday option
  5. Vehicle delivered Packages, tracked and guaranteed by noon, next working day
  6. Vehicle delivered Packages, tracked and guaranteed by noon, next working day with Saturday option
  7. Vehicle delivered Packages, tracked and guaranteed by business closing, next working day
  8. Vehicle delivered Packages, tracked and guaranteed by business closing, next working day with Saturday option
  9. Vehicle delivered Packages, tracked and guaranteed in up to 2 working days
  10. Vehicle delivered Packages, tracked and guaranteed in up to 1 week
  11. Vehicle delivered Packages, tracked delivery expected in up to 2 weeks
Inland Mail and Packages for same day collection and delivery

Group 5

  1. Item/s collected from sender and delivered to destination by close of business on the same day, fully tracked
  2. Item/s collected from sender and delivered to destination as soon as possible, fully tracked
Overseas Mail suitable for foot deliveries, includes PO 'parcels', large letters

Group 6

  1. 'surface' mail, slow delivery aim varies by destination, includes redirection and return on delivery failure
  2. airmail, in destination country delivery as standard, includes redirection and return on delivery failure
  3. bulk business economy mail, aim within 3 or more delivery days after entering destination country sorting stream
Overeas Mail suitable for foot deliveries, Confirmed with size and weight restrictions

Group 7

  1. express mail, delivery aim faster than airmail, includes redirection and return on delivery failure (eg Airsure)
  2. record of delivery at airmail speed, includes redirection and return on delivery failure (eg International Signed-For)
Overseas Packages using vehicle deliveries

Group 8

  1. Vehicle delivered Packages, tracked and guaranteed in up to 1 month or so
  2. Vehicle delivered Packages, tracked and guaranteed in up to 7 working delivery days
  3. Vehicle delivered Packages, tracked delivery expected in up to 2 working delivery days (limited destinations)
  4. Vehicle delivered Packages, tracked delivery expected in up to 1 working delivery day (limited destinations)
  5. Vehicle delivered Packages, tracked delivery expected before noon next working delivery day (limited destinations)
Service charging regime
Inland Mail suitable for foot deliveries, includes PO 'parcels'

Group 1

  1. charge varies by size and weight according to clear definitions and limits
  2. charge always less than standard for comparable weight and size
  3. charge will vary according to business contract definitions but always less than domestic economy
  4. charge will vary according to business contract definitions but always less than bulk business economy mail
Inland Mail suitable for foot deliveries, Confirmed with size and weight restrictions

Group 2

  1. record of delivery, includes redirection and return on delivery failure, may include recipient signature (eg Signed-For)
  2. record of delivery with expected deadline, includes redirection and return on delivery failure (eg Tracked)
Inland Mail suitable for foot deliveries, Secure with size and weight restrictions

Group 3

  1. charge reflects speed of delivery, weight and size
  2. charge reflects speed of delivery, weight and size
Inland Packages using vehicle deliveries

Group 4

  1. charge reflects speed of delivery, weight and size
  2. charge reflects speed of delivery, weight and size
  3. charge reflects speed of delivery, weight and size
  4. charge reflects speed of delivery, weight and size
  5. charge reflects speed of delivery, weight and size
  6. charge reflects speed of delivery, weight and size
  7. charge reflects speed of delivery, weight and size
  8. charge reflects speed of delivery, weight and size
  9. charge reflects speed of delivery, weight and size
  10. charge reflects speed of delivery, weight and size
  11. charge reflects speed of delivery, weight and size
Inland Mail and Packages for same day collection and delivery

Group 5

  1. charged based on mileage and size of vehicle
  2. charged based on mileage and size of vehicle, may be more than end of day service
Overseas Mail suitable for foot deliveries, includes PO 'parcels', large letters

Group 6

  1. charged based on size and weight and destination in weight bands
  2. charged based on size and weight and destination in weight bands, more than 'surface'
  3. charged based on weight and destination probably pro-rata per kilogram
Overeas Mail suitable for foot deliveries, Confirmed with size and weight restrictions

Group 7

  1. charged based on size and weight and destination in weight bands, item price for express element
  2. charged based on size and weight and destination in weight bands, item price for confirmation
Overseas Packages using vehicle deliveries

Group 8

  1. charged according to weight, size, destination and speed of delivery
  2. charged according to weight, size, destination and speed of delivery
  3. charged according to weight, size, destination and speed of delivery
  4. charged according to weight, size, destination and speed of delivery
  5. charged according to weight, size, destination and speed of delivery

Quality Requirements

at point of purchase (all providers must allow delivery to non-billing address)
Inland Mail suitable for foot deliveries, includes PO 'parcels', large letters

Group 1

  • services purchased in this group must clearly indicate the level offered and delivery expectations
  • emphasis must be made on the non-secure and non-confirmed nature of services in this group
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • the name of the carrier used must be provided
  • at least one option in this group must be provided
Inland Mail suitable for foot deliveries, Confirmed with size and weight

Group 2

  • services purchased in this group must clearly indicate the level offered and delivery expectations
  • emphasis must be made on the non-secure nature of services in this group
  • charges for the 'postal' element of dispatch must be enumerated separately, itemised for postal and confirmation elements, from all other preparation charge elements
  • 'tracking' or proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
Inland Mail suitable for foot deliveries, Secure with size and weight restrictions

Group 3

  • services purchased in this group must clearly indicate the level offered and delivery guarantees
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • tracking and proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
  • at least one option in this group must be provided or two from the next group where size and weight limits apply
Inland Packages using vehicle deliveries (it must be possible to prevent attempted deliveries on Saturdays)

Group 4

  • services purchased in this group must clearly indicate the level offered and delivery guarantees
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • tracking and proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
  • two options in this group should be provided or one from the previous group where size and weight limits apply
Inland Mail and Packages for same day collection and delivery

Group 5

  • services purchased in this group must clearly indicate the level offered and delivery guarantees
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • tracking and proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
Overseas Mail suitable for foot deliveries, includes PO 'parcels', large letters

Group 6

  • services purchased in this group must clearly indicate the level offered and delivery expectations
  • emphasis must be made on the non-secure and non-confirmed nature of services in this group
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • the name of the carrier used must be provided
  • at least one option in this group must be provided, where overseas dispatch is allowed
Overeas Mail suitable for foot deliveries, Confirmed with size and weight restrictions

Group 7

  • services purchased in this group must clearly indicate the level offered and delivery expectations
  • emphasis must be made on the non-secure nature of services in this group
  • charges for the 'postal' element of dispatch must be enumerated separately, itemised for postal and confirmation elements, from all other preparation charge elements
  • 'tracking' or proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
Overseas Packages using vehicle deliveries

Group 8

  • services purchased in this group must clearly indicate the level offered and delivery guarantees
  • charges for the 'postal' element of dispatch must be enumerated separately from all other preparation charge elements
  • tracking and proof of posting/delivery codes and online service monitoring link must be provided
  • the name of the carrier used must be provided
  • two options in this group should be provided or one from the previous group where size and weight limits apply

after sales service

Requirements for all services

All Groups

  • there should be no delay in responding to enquiries, an hour is too much
  • all the work to track down a undelivered package should be done by the seller
  • without conclusive, undisputed proof of delivery, such as a photograph of the item being handed over, there was no delivery if the buyer says there was none, especially if it was 'left in a bush' in the pouring rain or 'left with a neighbour' without consultation
  • when non-delivery is established a refund should be instantly offered (and paid) or the goods should be instantly resent
  • returns within the 'no reason required' 10 day cooling-off period should be orgainised by the supplier
  • retailers must be sanctioned for illegally fobbing off complaints to manufacturers about faulty goods, even if delivered directly from the manufacturer
  • credit card protection laws should be strengthened and limits reduced so that any disputed delivery claims are reimbursed by the card company on request of the card holder if the retailer refuses
  • services such as Paypal should be subject to the same refund laws in the case of delivery disputes

more detail to follow, sooneventually

© ingratebriton.org 2016