Royal Mail has confirmed an immediate change to its 'Something for You' delivery cards, introducing a revamped design that includes a QR code for faster and more secure redelivery. The new cards are described as "simpler, faster, and more secure" by the company, but the move has drawn criticism from customers concerned about digital exclusion.
What Has Changed?
The updated 'Something for You' cards now feature a QR code that recipients can scan to arrange redelivery or track their parcel. In an Instagram post, Royal Mail stated: "They now come with an easy to scan QR code – because even the most charming handwriting deserves a digital sidekick. The new card is simpler, faster, and a more secure way to stay in control of your missed deliveries." The change follows a successful pilot where 100,000 cards were used without issue, according to a Royal Mail spokesman.
Customer Backlash
Despite the intended benefits, not all customers are pleased. One customer commented: "Once again, [they're] excluding those without smart phones." Another added: "It can't be simpler than 'packet in shed'." A third customer remarked: "It's all good as long as you have access to a smart phone or a computer to enter the required details. Sadly, not everyone is able/capable of using technology." However, some customers found the new card acceptable, with one stating: "I used it for the first time today. Still room to write a note on a card if it's left with a neighbour or a safe place so no big issue really."
Royal Mail's Response
A Royal Mail spokesman defended the update, saying: "We've introduced new 'something for you' cards to make deliveries simpler for customers and easier for our posties." The company also addressed concerns about accessibility, noting that the cards include an automated telephone number for customers without access to a smartphone, as well as Relay UK, a service that assists deaf and speech-impaired individuals. Regarding fraud concerns, the spokesman added: "We have strong processes in place to investigate and manage reports of suspected fraud. Customers can be reassured that we will never ask for additional information or payment simply to locate and track an item and anyone with concerns should report them to us."
Ongoing Delivery Issues
Some customers continue to face broader delivery problems. One individual reported: "It has now been almost 7 days since a very important document was sent to me using the Next Day service, and there has still been no update on the tracking information. I have contacted customer service by phone, but I have not received a clear answer or a solution. I also visited in person and was simply advised to call again, without the issue being resolved." The customer urged Royal Mail to investigate and provide an update.
