Package stolen or misplaced by customers neighbour
Looking for some advice on how to handle a ‘stolen’ parcel.
I sold an item, quite large box, worth over £100 via Hermes. Customer states that they didn’t receive it. I check the tracking, and it states that the box has been delivered to a neighbour across the street. There is a photo of what looks like an elderly person (no face) recieving the package. There is a bright red street door.
I check google street view, and the house number across the street that it was supposedly left at has a bright red door.
My customer states that she has been to see the neighbours, told me that they were an elderly couple that she gets on well with, and that they do not have the parcel.
I showed her the image, and basically said they DID receive the package. I asked her to go over, maybe show them the photo and jog their memory.
She continues to insist that neither she nor they have the package.
I’m pretty good at refunding missing parcels and getting on with my life. This one though, is about 4x more expensive than what I usually sell. I assume I am going to just have to refund her in full and Amazon won’t care.
Do you guys have any advice?
5 replies
Seller_esvgLzKXw2YAl
You could try the courier and ask them to revisit the customer, to check that it was actually received.
Some will do this, but it depends on your relationship with them.
Write a letter to the neighbour, enclosing a copy of the photo, to show that it was delivered there.
It’s possible, if it’s an elderly person, that they have simply forgotten.
But to my mind, it’s far more likely that the customer has collected it from the neighbour and used that as an excuse, for none delivery. Obviously without telling the neighbour!
Seller_p5u23GLvheD5W
Thanks for the advice, guys. I appreciate it.
