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Royal Mail today announces the addition of a new stamp scanner to its mobile phone app that will enable customers to check if a stamp is a known counterfeit.
The stamp scanner has been designed to provide extra reassurance to customers who may be unsure about whether a stamp is counterfeit or not. Customers can use the app to check whether it is a known counterfeit, preventing them from inadvertently becoming victims of fraud.
The counterfeit stamp scanner is available to customers who have downloaded the Royal Mail app. The free-to-use app has been downloaded onto more than 12 million phones and receives 4 million unique visitors each month.
Once the barcode on the stamp is scanned, the customer will be told whether it is scanning as a recognised counterfeit or not. If customers did not purchase their stamps from Royal Mail, the Post Office or another reputable High Street outlet, they are advised to scan their stamps on each occasion before use.
Independent arbitrator
A further measure being announced is the introduction of an expert from stamp dealers, Stanley Gibbons, as an independent arbitrator in cases requiring resolution.
The arbitration process will be activated only in cases where a surcharge has been raised and disputed by the customer. If Royal Mail’s complaints procedure has been exhausted without resolution, arbitration will be the final stage of the process.
This will involve Stanley Gibbons conducting an examination of the physical stamp identified by Royal Mail as being counterfeit. Their decision will be fully independent of Royal Mail and the judgement binding.
Customers cannot send their stamps in direct to Stanley Gibbons for assessment without going through the Royal Mail complaints process in the first instance.
Partnership working with retailers and online marketplaces
Royal Mail also committed to increased partnership working with retailers and online marketplaces. The retailers the company has strengthened their engagement with are responsible for around 90% of stamp purchases from Royal Mail. This activity will help to build customer confidence, while maintaining pressure on the criminals who seek to profit from mass producing counterfeit stamps.
In addition, the company’s social media and online platforms continue to raise public awareness about counterfeit stamps, including revised guidance and advice to help customers protect themselves.
Royal Mail will also extend the pause on the collection of the surcharge for recipients receiving mail using counterfeit stamps and continue, where possible, to seek to locate and surcharge the sender. The temporary pause will be kept under review. During this extension period, Royal Mail will maintain the process of applying stickers to items to advise the recipient that the stamp used has scanned as counterfeit.
Nick Landon, Chief Commercial Officer, said: “We continue to do all we can to protect our customers from the scourge of counterfeit stamps, and since introducing barcoded stamps we have reduced the number of counterfeit stamps in our network by around 90%. The new counterfeit stamp scanner on the Royal Mail app will help prevent customers inadvertently falling victim to stamp fraud.
“We want our customers to buy stamps with confidence and always recommend that customers only purchase stamps from Post Offices and other reputable retailers or the official Royal Mail shop.”
