You’re expecting a Royal Mail delivery and have received a “Delivery Scan Recorded at Customer Service Point” Tracking update.
What does this mean exactly? Where is your package when you see this alert and what should you do if you believe it to be an error?
Let’s take a look…
Summary: Delivery Scan Recorded at Customer Service Point
This update from Royal Mail means that the mail item has entered a customer pick-up point and has been scanned. In other words, Royal Mail is expecting the recipient to pick up the parcel at the Customer Service Point.
Delivery Scan Recorded at Customer Service Point – Guide
This update can sometimes come as a surprise.
You may well be expecting the package to be delivered to your door and then on delivery day, you receive the “Delivery Scan Recorded at Customer Service Point” alert.
You now potentially have the inconvenience of needing to visit your local pick-up service point to collect your package.
This is a situation that can be very annoying if you didn’t arrange it.
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Why Has the Update Been Triggered?
Apart from the fact the package is now inside a Royal Mail customer services point and has been scanned awaiting collection, there are a number of reasons you might be seeing this alert.
1. Customer Pick Up Was Requested
Quite simply, either the sender while making the order, or at some point during the shipment process, customer pick-up was requested for this shipment.
Royal Mail has carried out that request and is holding the item at a customer service point ready for collection.
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2. A Delivery Attempt was Made (and Failed)
A “Delivery Scan Recorded at Customer Service Point” update can also be triggered if a delivery attempt was made, and the recipient wasn’t at home.
However, in this scenario, an attempted delivery notice should have been left and an appropriate tracking alert sent.
Also, if the postal worker could not gain access to the address or had problems making a delivery to the specific location, they will sometimes drop the item off at a pick-up point and scan the parcel as such.
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3. A Problem with the Package
If fees are owed on the package, address details are incorrect, or there is an issue with the contents, the item will be held at a customer services point so that these can be resolved.
In other words, the customer must be there in person to settle any problems and collect the parcel.
4. A Mis-scan of the Package
Finally, it is not unheard of for the package to be scanned as “Delivery Scan Recorded at Customer Service Point” in error.
This can result in the item actually still being with the delivery driver and delivery to the recipient’s address taking place.
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What to do After a “Delivery Scan Recorded at Customer Service Point” Alert
If you have received this update and you believe it to be in error (i.e you were expecting delivery to your address), your best option is to contact Royal Mail.
Assuming there are no issues with the package contents and fees, you will be able to arrange that physical delivery takes place, (generally for the next business day).
If your tracking page provides details of the pick-up point (or you are aware of it), try to contact that office directly instead of generic Royal Mail customer services.
If pick-up is necessary, you can confirm the parcel’s whereabouts and then make arrangements to visit the service point.
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I’m a 25 year veteran of USPS. I’m retired now, but as the editor of Mailbox Master, I can’t quite remove myself from the carrier industry just yet. 🙂