An item is shown as delivered but my customer hasn’t received it?

If your customer has denied receipt of an item following a ‘delivered’ scan, please check the following with them before contacting us:

  • Check the address the item was sent to - was it correct? 
  • Check whether the item was sent using a service that obtains a signature on delivery*. If it was, do they recognise the name of the person who accepted the item? The name will be provided by the person who accepted the delivery and not always the person on the address label.
    *We usually ask customers to sign for deliveries on a digital screen. However, due to the current coronavirus situation, in order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item and sign on their behalf.
  • If the item was sent to their home, get them to check with anyone else living there to see if they accepted the delivery. Please also ask them to check if the item has been left with a neighbour, or in a designated Safeplace.
  • If the item was sent to their work address, ask them to check with the post room and / or colleagues to see if someone accepted the delivery.

If you have clarified that the item hasn’t been received, please consider when was the item scanned as delivered.

Scanned as delivered today

If the item has been scanned as delivered today but it can't be located, this may be due to a rare scanning error. Please allow an extra day for the item to be delivered before contacting us.

The delivered scan was before today

If you have been set up on our Tracked Enquiry Portal, please contact us via that form. 

Alternatively, please call us on 03457 950950 or complete our form here.