Customer did not collect item from Post Office in time, now wants refund
I sent an item to a customer the day after purchase. I know it arrived within a few days but the customer was not there to receive it. It was subsequently re-directed to the Post Office for collection but was not collected from there within the time limit for for which they store uncollected mail.
The customer says he was informed the item had been returned to me the seller but this would be impossible as there was no return address attached.
Am I obligated to refund an order that I have proof was sent in good faith and delivered, and could not have been returned to me the seller simply because the customer did not collect it before it was ‘removed’? Is not the liability his?
4 replies
Seller_K1nDnhMxk3hpp
If you have proof the item was delivered you would not need to refund but Amazon would expect this proof if a case was opened and it would need to be a “signed for” service that the customer had signed for. You should always put a return address on your parcels then royal mail will return them to you foc if they are unable to deliver. The terms of supply unfortunately are that the seller is responsible for delivery to the customer so if your chosen method of delivery fails then unfortunately it is your responsibility.
Seller_lplZIMdO5UBa7
might be best if you delete this duplicate thread.
Seller_N6BdnTb7YT1X8
Their local depot keep the item for 18 days it is then either sent back to the sender - if there is a returns address on the outside or it is sent to the returns depot in Belfast where they will open it and see if there is a way of finding out where the item came from.
Did you send it tracked, if you did and have the tracking code you can get in touch with Belfast to the National Returns Centre yourself and see if they can find it for you - https://services.royalmail.com/personal/help-and-support/track-your-item/what-happens-to-items-that-go-to-national-returns-centre/
Seller_t9axAefQD4v9m
It isn’t ‘delivered’ until the customer receives it. Until that time you are responsible for it as far as Amazon are concerned. Strictly speaking the item should not be refunded until it is received by you but if it is going to end up in the mystery bin at Belfast the buyer could open and win an A-Z.
You don’t say how much the item is worth, so only you can decide if it is worth issuing the refund before you get it back.
I would start putting your return address on the parcels if you have not already done so.
