Service Change - Retention Policy (Hold Mail & Packages) Reducing to 30 Days (From 60 Days)

Travis P. shared this idea 5 months ago
COMPLETED

After review with the Traveling Mailbox Team, we have determined that less than 5% of all tasks are requested after 30 days. As a result, in order to maintain the integrity of our systems and service, we are taking the necessary step to reducing our retention policy of mail and packages to 30 Days.

We anticipate this change to begin on August 1st 2020 but we will build in a few months of wiggle room just in case it catches anyone by surprise.

At this time, we welcome your feedback and comments.

Best Answer
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Hi Michael ... good Input. The problem with mixed fees and such is marketing and trying to explain it to people. What we could do is give the first 30 days free and then start charging after that. Thoughts?

So Hold fees wouldn't kick in until 60 days as they do now. This seems to me to be the best worlds. This allows us to toss mail over 30 days old and allows customers who want 60 days of Hold Storage to have that at no additional cost.

Comments (9)

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40

I recently signed up for Traveling Mailbox for a variety of reasons, but knowing I had the 60 days retention policy was certainly one of them. If only 5% of tasks are requested after 30 days, then it's not a large imposition to keep the existing policy for those 5% - whereas changing the policy would be a significant imposition on those 5% who use/rely on that feature of the service. I would appreciate your keeping the current 60 day policy.

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37

Hi Ryan,

Thank you for your feedback. We are still collecting feedback so we will explore things and see what we can come up with.

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38

I agree with Ryan. I'd appreciate your keeping the 60 day policy.

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36

Travis,

I am going to have to agree with Ryan. As a compromise consider making this policy go into effect only for customers who sign up after August 1st. Let customers who signed up prior to August 1st keep the service they signed up for.

Otherwise, it would be fair for us to expect some sort of credit as compensation.

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2

I agree with Ryan. Part of the reason for having the traveling mailbox is to have a place to accumulate mail until a place to forward it is apparent. It is wonderful not to have to worry about it for 2 months, which do go quickly!

Thank you for your consideration

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36

I've been a customer for a few years. One of the primary reasons I choose this service is because of the 60 day retention period. I don't often need 60 days of retention and my volume is quite low but I don't like the idea of only having a 30 day retention period. There are other services for a comparable price with more convenient locations available that I would switch to if this service change goes through.

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34

Your statement is quite vague about 'why' 30 v 60 days matters to the company? 'Integrity of Systems and Service' does not explain the actual reason. Please describe, specifically how this affects your integrity of systems, and service? This is storage and tracking. And costs i bet.

Usually the answer is money, so I would like a more precise explanation here for this pitch, as I think the choice is not for our benefit, but yours.

5% of tasks after 30 days belies the stat of 'what percentage of customers ask for a task after 30 days? Riddle me that. What percentage of customers keep ANY items after 30 days?

Willing to listen, i am happy with the service generally, but as others have said there are other options. You could also invest in software to reduce the retention of the over 30 days indiviually with 'reminders' etc and force confirmations etc. It's a quite broad brush to stroke when it is part of the core offerring.

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14

Good Morning,

So to elaborate a bit more ... It is extremely taxing and a daunting task to store all of the mail that we receive. A ton of space is needed for example and space is expensive. There are also some logistical challenges when having to deal with large volumes of mail as well as the liability of it as well. Reducing down to 30 days will fall more in to line with how everyone typically uses the service and will save us vital space without having to increase costs and miss efficiency targets.


As far as other options out there, sure there are but most only provide 30 days worth of storage. Others charge for every scan and every item forwarded. And few have all of the features and services that we provide. We are making this decision based on the data that we have knowing that very few customers need storage longer than 30 days. In addition, auto hold is available on your account and we can store your mail longer than 30 days for only $1 per envelope per month. This will help us to continue to build systems to provide an efficient service and allow us to continue to grow.

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36

Appreciate the honesty, thanks!

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3

I would suggest perhaps not abandoning the 60 day options, but perhaps consider changing the offering and pricing to accommodate people that want more etc.

Offer a different rate for customers to downgrade to 30 days for those of us that don't need it, and offer a different rate and service levels. Just some ideas.

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35

My Pleasure Joel. Did you see my comment above about the first thirty days free? I have marked it as "Best Answer". Its at the top. What do you think of that?

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34

side note, i am shocked that your forum displays full names by default...

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34

Working on this!

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30

Fixed!

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35

I really like the 60 day policy. That was one of the resson for selecting Traveling Mailbox. It would be very disappointing if it suddenly got slashed in half. If only 5% of tasks are requested for mail older than 30 days, surely that cannot be a huge burden.

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33

I am in support of this if you lower monthly rates in recompense. If you don't then you need to maintain the level of service for the price agreen upon. The 60 day is not often used, but when it is it is critical. Say 30 day vacations?

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37

Although I usually get my mail forwarded once a month, there are times when that is impossible. The 60-day retention is one of the reasons I chose traveling mailbox. Perhaps a modest charge for mail held over 30 days would help with the "extremely taxing and daunting tasks" that seem to be a natural, normal, and expected part of operating this sort of service.

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33

Hi Michael,

The current hold fee is $1 per envelope per month so I think that is reasonable ... thoughts?

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3

I appreciate that input and comments on the subject are being sought. I don't know the logistical issues of various charges, but since the current hold fee of $1 is instituted after 60 days, I suggest a 50¢ per envelope after 30 days to start. Then up to $1 per envelope per month after 60 days. If your goal is to reduce held mail after a month, any additional small fee would probably suffice. For me, it is a matter of possibility of receiving a delivery of my mail, not lack of attention to how long the mail has been held.

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34

Hi Michael ... good Input. The problem with mixed fees and such is marketing and trying to explain it to people. What we could do is give the first 30 days free and then start charging after that. Thoughts?

So Hold fees wouldn't kick in until 60 days as they do now. This seems to me to be the best worlds. This allows us to toss mail over 30 days old and allows customers who want 60 days of Hold Storage to have that at no additional cost.

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34

With this 30 days free, does that mean the customer would have to "save" mail or something to avoid it being tossed after 30 days? But then charges would start after 60 days? If so, that seems like a good solution to me.

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4

Hi Michael,

Yes the customer can put it on "Hold" or turn on "Auto Hold" in their settings. So after 30 days, we would move the item to our Hold Area and then Billing would begin after 60 days just like it does now. This would allow us to reduce our storage but still provide free 60 Day Storage.

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35

I like it. Works for me.

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36

Yeah its good happy medium. I think this is the path we will go on and start this on August 1st 2020. We will continue to hold mail for the 60 days for a few months while everyone gets adjusted.

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26

I think this sounds OK. I am just finding that with Covid and the uncertainty of where we will be, for now in St. Lucia and flights not yet coming in, it has been difficult remembering all the things that are expiring in the US, like our mail forwarding to you form USPS, utilities that need to be contacted, insurance policies that run out. So, again I like not having to worry about moving the mail for 2 months at a time.

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16

I had mail deleted even though we were told there would be a grace period and it would last 60 days. This happened without warning. This is horrible as your whole job is to hold mail. If this issue isn't fixed, or the policy continues, I will be looking to a more customer service oriented mail service.

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16

Hi Michael,

Yes there is still a grace period going on. Please email Support@TravelingMailbox.com to recover any items.

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16

Hi Travis,


This is the information I received today:

Hey Michael,


I do apologize. I see due to the notification email not going out you needed these items uploaded. We were able to retrieve the last two items that expired from going to the shredder and they will be uploaded to your account shortly. Again I do apologize for the confusion. If you run into the error again please email me and let me know as soon as possible and I will get this taken care of for you. Again I apologize for any confusion.


Kind Regards,

Tor

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16

If my deleted mail is recoverable, post it to my account so I can have it shipped with a pending shipment. Thank you

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17

Hi Michael,

Sure please communicate that to them team and they will do that for you.

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31

We travel full time in a motorhome and usually move every couple weeks or so. Many campgrounds will not accept occupants mail and direct them to have it sent to the local Post Office "General Delivery". Traveling Mailbox will not ship things to General Delivery addresses so it can be quite challenging sometimes to find a place to receive mail. The 60 day storage option gives us the flexibility to plan our travels without worrying about having to find a place to receive mail every 30 days. We don't want, and likely will not stick with any mail service where "receiving mail" becomes a factor in where we can go next. I realize that storing mail requires space but think a 30 day limit is too restrictive. 60 days seems the right number to me.

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2

Hi Jeffrey,

This is not true at all. We ship to General Delivery Addresses all of the time.

Please Call us, Live Chat with us, or Email us at Support@TravelingMailbox.com if you are having trouble with this.

Thanks

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2

So sorry if I misled anyone Travis. I can only say that the last time I had mail forwarded I had problems getting the system to accept the forwarding address because it was General Delivery. The address was my First and Last Name, Address Line 1: Gen Delivery, Line 2: 592 Holzapple St. Bldg 108, City: Grand Forks AF Base, State: ND, Zip: 58207. After several tries I did Live Chat with a support team member and they tried to enter the address several times in several different ways with no success, then told me that General Delivery addresses could not be used. Now maybe it was because I requested Tracking and so it was a FedEx delivery, or maybe it was because it was a combination of regular mail and two "package" envelopes containing prescriptions. Regardless, if General Delivery was anywhere in the 1st or 2nd line of the address your system would not accept it. Finally I tried adding Gen Delivery to the Last Name block (e.g. FIRST NAME: Jeff LAST NAME: Smith Gen Delivery) and then entered the street address, city, state, and zip in the appropriate blocks and the system accepted that. Package was delivered.

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28

Hi Jeffrey,

Typically there is no physical address used when using General Delivery. For Address Line 1 .. Its typically just "General Delivery". And yes it can only be sent via USPS First Class (No Tracking). You cannot send General Delivery via FedEx.

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20

This change is causing a big problem for us, as we forward all of our mail overseas. This means that we must fedex mail 12 times per year instead of 6 times per year. Furthermore, our fedex forwarding cost to Asia for 12 envelopes increased from ~$30 to ~$60. I know you dont control fedex costs, but this results in our total forwarding cost increasing 4x. This is untenable and might force us to select another vendor. If necessary to prevent the majority of your customers from storing a long time, please create a service plan allowing us to purchase a extra addon storage package, or subscribe to higher package level. Thanks!

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17

The way you went about making this update was handled with atrocious results, causing us to lose a financial document with a monetary value. The update is extremely inconvenient as it is, but there were no proper notifications on the matter. We didn't get any email regarding this change, and I didn't even know about this blog "ideas" page until getting on the line with Customer Support. What's even worse is the paycheck that was listed as expired on the 6th of Sept 2020 never got a notice that it was going to expire either. There was no way for me to know it was going to be removed until I'm logging into forward the holding. The first notice of expiration I got was on the 11th regarding an item expiring on 18th.

These are critical updates that have effected us adversely, and notice should not have been left up to random uncategorized blog posts and the presumption that all your patrons have and use Twitter.

[Edited Update: the financial instrument was able to be recovered by Customer Support and was not lost. Was scary but looks like we got it back.]

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20

Hi Kenneth,

We are still holding mail for the full 60 days until everyone gets used to the changes. We would never make any change like that until giving plenty of time for things to work themselves out. Kenneth if you could, please email Support@TravelingMailbox.com with the barcode of the item that you did not get an expiration notice on so we can check that.

Hi James,

You can still put your account on auto hold and we will hold items for 60 days for free. The first 30 days is free so there is actually no fee increase and should allow your account to continue to operate as it always has.

Thanks

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19

I signed up for Traveling Mailbox for the ease of travelling and being away from civilization for long periods of time, knowing that my mail items were safe and could be retrieved when I returned. The policy of keeping documents for 60 days was a big part of that. I am very disappointed in the change to 30 days. I request that the policy be put back to 60 days.

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19

Hi Deborah,

Simple navigate to Account > Preferences and Select the Automatically place expiring mail on hold option. This will give you the first 30 days free so you will still maintain 60 days of free storage.

Thanks!

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