First A-Z claim query
Hi all,
I have my first A-Z claim raised, here are the details -
Customer messaged me saying no item delivered but DPD claimed it was
Checked my account - DPD driver went to the address, there was a note on the door clearly saying to leave deliveries to the side of front door (photo taken by driver) which is taken as customer authorisation and they did.
I responded by sending her the screen shot from DPD proving they had left a note and the driver had done as requested and to double check whether it was taken in by a neighbour.
My view on this is, its probably been stolen or maybe the driver took it, but either way she had told the driver to leave it outside so isn’t this her responsibility?. Is this worth fighting? What is the worse case scenario if I lose, is it just a refund or can my account be put on stop?
As this is my first one, I want to be clear before I respond, any guidance appreciated.
0 replies
Seller_JB8wPCk9zkyad
Others will have other advice, however, whenever faced with an issue I’m not 100% certain about, I take a few seconds on Google
1 - The exact text of the message
2 - The buyer name
3 - The delivery address
Often it will throw up nothing, but just occassionally
1 - Throws up the exact message on this forum, or the forum of the other place or MSE
2 - A result at companies house showing that the person runs an online selling operation
3 - A result at companies house or elsewhere showing that the address is related to an online selling operation.
If any of that does, I tend to take a firmer stance …
Seller_EJIX7rqDNQJi2
Without having a signature proof of delivery, your chances of winning aren’t 100%, but you can still try it.
Here is my INR A-Z claim response template, you can submit it into the A-Z form when representing your case:
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). Please close this claim since the order was already delivered. Thank you.”
Seller_Gq0aGvAqLaCsZ
Maybe I am wrong here…
I was under the impression that if a customer requests it to be left somewhere - they then take full responsibility for the goods
If your parcel was stolen from your elected safe place
If you’ve specifically asked for your parcel to be left in a particular place and it’s subsequently stolen, you’re effectively setting out the way in which you are happy for the goods to be delivered.
In this situation, it’s likely the goods would be at your risk from that point on.
So, if your parcel is stolen from a place you agreed with the retailer or courier it was a safe to leave them, it is unlikely the retailer would see it as their responsibility to replace the missing parcel.
In this instance we recommend seeking independent legal advice on what action you can take.
