Item taken from doorstep after delivery
So, the item was delivered with DPD, everything says it was the correct address and DPD took photographs of the item on the doorstep, but customer claims that the item was not there when they returned home.
What do we do in these circumstances?
DPD suggested opening a claim with them but I know from experience that this is a dead end and we’ll never be reimbursed.
20 replies
Seller_y7wlA8Npjq1Or
Aren’t they supposed to take back to depot.? Put in a claim and state just that, front doorstep is not a safe place.
Seller_7VbclcPFFRTnc
Can you see the front door partially open on the picture ?
Seller_DROodOAYHftnc
I am pretty sure DPD would never leave a parcel on a doorstep.
Seller_77IcbQKVGdZo0
Did the customer ask for the parcel to be left in a safe place (such as their Doorstep?)
If the customer asked DPD for this there is normally a big warning that the DPD will not be held liable for any loss.
Alternatively like others suggest did DPD just take a picture on the doorstep to prove they delivered this. When I get DPD deliveries they always take photos of my items on the doorstep but with the door open.
Seller_wvFBNtOoi8YDj
No, the door is shut in the pic, that’s a good suggestion though, let me check tracking to see if she requested them to leave on doorstep.
Hmm, unfortunately there’s no info. This is a Prime shipment though (SFP) so the label was purchased through Amazon, maybe I should just ask her to contact amazon directly
Seller_p9QYGZcYVmf1W
I had a customer who complained that DPD had left their package in plain view and someone took it. The DPD image showed the package by a closed door.
Customer was adamant the parcel had been taken, and remained adamant right up to the point where DPD asked them to sign a declaration to confirm the package had been stolen, which would enable DPD to compensate me for the stolen package and thus refund the customer.
Then it all went mysteriously quiet…
Seller_NoMNQDGnEW5Bx
Dpd leave my parcels on my doorstep without authority so it does happen. That’s not to say this customer is right or wrong but it is possible
Seller_vNCdEuSLXp4kY
I have had this with SFP too, do not refund yourself or you will lose the money, tell customer to contact Amazon, amazon will refund as they always do, then you claim a Safe-t claim to be re-imbursed.
I have had it before where door has been open and can even see feet, Amazon will still refund, but as long as Amazon inititiates it you will win a Safe-T claim.
Seller_dq2LkyNJsyJbm
DPD have an App, where a customer can register a leave safe.
I have had this happen also, but when I asked DPD, Data Protection Law does not allow them to tell me if the customer arranged the leave safe.
The way forward, is to put in a claim with DPD saying that the item was left outside without your premision, as the person/company they have the contract with.
If they reject it and state the decision was made by the customer, use that to defend an a to z claim.
Seller_JEZj3PPLJYf96
I have had parcels left under the car and also the other day UPS knocked on the door and drove off. Luckily I was in.
Also found a parcel left in a tree, the other one thrown on the garage roof and one under the doorstep mat.
WTF!
