Slow deliveries

[*kazumi*]

Do you have buyers complaining about slow deliveries?  I have number of orders taking weeks coming from within my city, and those from Sydney have been taking 3+ weeks.  That goes for AP as well as various couriers.   But now I have buyers complaining.  The tracking says "delayed due to COVID19", so what more do they expect me to do?  I post my items immediately.  

There is no way I will be filling "missing parcel" form yet, but just wondering if it can be done on line?  Cannot see such function on the AP site, and  when I tried to chase  missing up 1/2 of an order sent by courier their complaint link was disabled.  

[tazzieterror]

'Delayed' is definitely not parcel specific - they've marked that for many of mine that haven't scanned beyond lodgement. So if it's not scanned, and they hence don't know its location, they can't very well judge that it's been delayed! That's my theory at least.

[11dustyattic]

---

@davewil1964 wrote:

---

@tazzieterror wrote:
The two I chased up from earlier this week were posted 27/3, and had been in transit over three weeks at the time the buyers opened INRs. That was from SA to two different parts of WA.

I'd really love to know where the delay is occurring. Within an hour of me opening an AP support ticket for the second one, it suddenly show up in tracking as out for delivery -- probably a coincidence but who knows?

But even after it was delivered I still received an automated ticket response a couple of days later, as if it was still missing. AP's computers evidently aren't talking to each other.

---

Mine was posted to WA from ACT on 25 March. Last scan was leaving Sydney on 27/3. It's marked as delayed, but I doubt that is parcel specific. It would have to be a way for them to try to cover their backsides because they cannot cope. I assume they think that will absolve them from responsibility for not fulfilling their contracts.

---

So it's been in transit for nearly a month? Omg 

[heihachi_73]

Sent an item on 14/4, was still in Vic on the 19th, arrived in QLD on the 23rd and still not delivered.

[*kazumi*]

I have also used Sendle, and the last time it took 3 days before it was picked up, and that happened accidentally; the courier delivered parcel and I handed mine to him, he said they are not on his list, but looked at the labels and confirmed it was listed with his company, so he scanned them and took them.  That was 5pm on the 3rd day.  It was due to be picked up day 1, and when it was still here day 2 evening, I tried to contact them but the function was not working "due to coronavirus". 

[south.coffee]

One anomily we noticed with Australia Post tracking is the number of scans.  In MyPost we see all the intermediate scans at various mail centres en route but the public tracking does not show that.  Secondly, the parcel volume could be so huge they are simply not doing some to speed up delivery.

All in all, I am happy with the operation under current situation.

[davewil1964]

---

@davewil1964 wrote:

---

@tazzieterror wrote:
The two I chased up from earlier this week were posted 27/3, and had been in transit over three weeks at the time the buyers opened INRs. That was from SA to two different parts of WA.

I'd really love to know where the delay is occurring. Within an hour of me opening an AP support ticket for the second one, it suddenly show up in tracking as out for delivery -- probably a coincidence but who knows?

But even after it was delivered I still received an automated ticket response a couple of days later, as if it was still missing. AP's computers evidently aren't talking to each other.

---

Mine was posted to WA from ACT on 25 March. Last scan was leaving Sydney on 27/3. It's marked as delayed, but I doubt that is parcel specific. It would have to be a way for them to try to cover their backsides because they cannot cope. I assume they think that will absolve them from responsibility for not fulfilling their contracts.

---

Now deemd lost.

They told me to contact the sender, even though I clearly told them I was the sender when I lodged the complaint. Makes me wonder, if they can't even get that right, hard hard they looked. Maybe they reckon it's cheaper to compensate the occasional complainant than to do a proper search.

I can understand delays, but with the automation of a lot of their mail sorting, they shouldn't be losing things. Mind you, that assumes things get scanned when they should, which certainly doesn't happen all the time.

[south.coffee]

Australia Post have stepped up and made changes to the tracking information customers see.

We have made some important changes to some of our tracking notifications to provide your customers with more information about the progress of their delivery.

We have a new notification - "We’ve got your delivery details" - which will now be the first notification sent to consumers when Australia Post has confirmed receipt of the manifest. We have also updated the "It’s on its way" notification to include information about delivery delays and refer customers to find out more detail on our website. Click here to see the enhanced notification experience and suggested messaging for your use to explain the delays

https://click.email.auspost.com.au/?qs=4e7f5eeaaa2978d8511c7c04292ba19f786f954cb9c8c2e3326a0cf83ae9e...

[twyngwyn]

I just got this email from A.P:

Important update to our services

At Australia Post, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

These delays mean we are temporarily suspending the Express Post guarantee of next day delivery as we are unable to commit to this timeframe. Express Post is still available but parcels may not be delivered next business day every time.

We know you’re keener than ever to find out when you’ll receive your deliveries. You can track your delivery through parcel tracking, the chatbot and the MyPost App. We ask for your patience with our contact centre colleagues based here in Australia who are doing their best to keep up with the additional demand.

For all information about changes to service, up to date details on delays and impacts including any Post Office closures, please visit our website.

Changing how we work to remain safe

Many customers and businesses have asked us how we are changing our ways of working to ensure the safety of our communities and teams.

Post Offices have implemented social distancing measures for all services conducted in store. Cleaning standards and personal hygiene guidelines have also been provided. Counter safety screens to improve hygiene and reduce risks are also currently being rolled out across the country. The response to this has been positive so far.

We’ve also had a number of questions regarding the safe handling of mail. The World Health Organisation and the Australian Department of Health have stated that the risk of contracting COVID-19 through handling of mail or parcels is extremely low. Nevertheless, we’ve introduced health and safety protocols in our facilities that ensure that mail and parcels are handled safely and that human contact is minimised. Contactless parcel deliveries where a signature is no longer required is also reducing risks.

Stay safe and thank you for your understanding Australia.

Your team at Australia Post

[tazzieterror]

---

@davewil1964 wrote:

---

They told me to contact the sender, even though I clearly told them I was the sender when I lodged the complaint. Makes me wonder, if they can't even get that right, hard hard they looked. Maybe they reckon it's cheaper to compensate the occasional complainant than to do a proper search.

---

They told me exactly the same thing with my last ticket opened with them for a late/missing item!  I replied asking them how it is they think I'm the receiver when I've told them I'm the sender on the support request. They didn't reply but just closed the ticket without resolving anything!!

[tazzieterror]

---

@south.coffee wrote:

Australia Post have stepped up and made changes to the tracking information customers see.

We have made some important changes to some of our tracking notifications to provide your customers with more information about the progress of their delivery.

We have a new notification - "We’ve got your delivery details" - which will now be the first notification sent to consumers when Australia Post has confirmed receipt of the manifest. We have also updated the "It’s on its way" notification to include information about delivery delays and refer customers to find out more detail on our website. Click here to see the enhanced notification experience and suggested messaging for your use to explain the delays

https://click.email.auspost.com.au/?qs=4e7f5eeaaa2978d8511c7c04292ba19f786f954cb9c8c2e3326a0cf83ae9e...

---

The other change they seem to have made to tracking information is reclassifying 'Delayed' deliveries as 'On Time'!

I mentioned earlier in this topic that as of this week I had four sent items overdue for delivery, and showing up in AP tracking as 'Delayed', with no scanning information beyond lodgement.

Yesterday I submitted a support ticket for each, and this morning two of those are now showing as scanned through Melbourne's sorting centre.  But rather than still being flagged as 'Delayed', they're now tagged as 'On Time', and due for delivery between Monday & Thursday of this coming week.

The 'On Time' tag seems a little misleading to me - you can't undelay a parcel that it already overdue for delivery - late is late.  The other two tickets are both still showing as 'Delayed' so it will be interesting to see if they receive the same treatment once they progress.