Buyer put wrong address, what do I have to do?

[theroo]

Hiya, so, a buyer bought something back in December, and said it hadnt arrived. When i checked, i realised that they had missed out the building number, and just put Flat 27, XXX Road.

I have not received anything back from Royal Mail (probably wont?).

Obviously I guess I could just be strict with the buyer and say, you pay for another item, this was not my fault. But what is the guidance and what would you do??

 

[Mr D]

If it can't be delivered then you should get it back within a few weeks as undeliverable. You do have a return address on it? Or else they send to Belfast? and its opened to check for any identifiable address inside on packing slip.

Worst scenario? It gets delivered but to the wrong flat 27. Your customer never receives it and you never get it back.

You are responsible for the item until the buyer receives it. Buyer doesn't get it then one way or another they can get their all money back. Nicely by asking or not so nice by chargeback and card company deciding. Or you could pray the card company goes against its own customer in favor of the big bad internet seller.

Perhaps not sell to that buyer again.

 

[WebDesires]

Like Mr D said its surprisingly your responsibility not the customers. You should implement CVV and only ship to card holders address anyway to be fully protected.

 

[theroo]

Wow seriously? I know it's my responsibility until customer receives it but even in the case of wrong address?? That surely can't be a legal obligation?

I wanted to do the same billing/delivery but we get a fair number of grandparents and relatives sending things for children (we are a toy shop) so it would cut out quite a bit of business..

Thanks for the help and advice.

 

[Mr D]

Wow seriously? I know it's my responsibility until customer receives it but even in the case of wrong address?? That surely can't be a legal obligation?

I wanted to do the same billing/delivery but we get a fair number of grandparents and relatives sending things for children (we are a toy shop) so it would cut out quite a bit of business..

Thanks for the help and advice.

You could start checking addresses.

Or notice that flat xx street name needs to be checked further.
Times that address would get items delivered. And some streets have multiple large flats so depending on postie knowing who lives at the flats.

If the item has your address on then it's quite possible the item comes back to you. But you cannot depend on that for every order.

 

[JEREMY HAWKE]

As above from the usual suspects

I would say verifying the address is as equally important as getting the money in the bank

We had one last week it came back here and we were able to sort it out ourselves but we are a small company so things don't go missing in the system

It will come back to you but it might drag on
Could I ask the value of the consignment

 

[paulears]

I’ve done the same thing, and in one case, the post office made a typing mistake and that’s my fault too. You have to wipe it out, and check every address again. I now use the ebay postage feature which means I hope, that if they have me the wrong address, the only one I have, then they will support delivery address issues. I don’t know? There’s always a risk, every time you push the cost limit too. Remember Royal Mail do not protect your selling price, they will only pay your actual loss, as in cost price, plus postage paid if there is a valid claim!

 

[Paul Norman]

I would take it on the chin in this case. It is annoying.

As a process, I check addresses that don't seem obvious - and that includes most addresses that contain the word 'flat'. It is worth it. I reckon at least once a month we end up on the phone to a customer asking to check their address before dispatch.

I would not be expecting the parcel back, either! It has been some time since the 'if undelivered' address has worked!

 

[The Byre]

No to all the above! (But in the nicest possible way!)

A purchase agreement is exactly that - an agreement, i.e. a contract. Our brave OP had a contract to deliver a new mint-flavoured senna-pod dispenser to Mrs. Agus Goat-Posture, Flat 27, Oil Drum, Siddcup. In exchange, Agus herself agreed to pay £5.

On receipt of the £5, the OP completed their side of the contract and delivered the senna-pod dispenser. Unfortunately, there is no Flat 27 on Oil Drum Lane but there is a number 27. It is REASONABLE to assume that Flat 27 refers to house number 27. By delivering the senna-pod dispenser to number 27, the OP completed the contract as requested in the terms of the contract.

Mrs. Goat-Posture is free to toddle along to number 27 and ask for her mint-flavoured senna-pod dispenser and perhaps she can track it down.

Had the address been correct but the dispenser along with a life-time supply of senna-pods was delivered to the wrong address, the OP would have been liable for the correct fulfillment of the contract. As it stands, when the OP's agent (the man from My Herpes) delivered the package to number 27, Oil Drum Lane, he all reasonable steps to fulfill the contract.

The concept of reasonable behaviour is important in any common law jurisdiction. It is unreasonable to expect the man from My Herpes to be gifted with some magic intuition telling him that Mrs. Goat-Posture is actually living at number 17 and has been there since the late 70s - and much to the annoyance of her neighbours I might add. Her newly acquired senna-pod habit is blocking the drains.

Tell her to eat more fiber.

 

[Mr D]

No to all the above! (But in the nicest possible way!)

A purchase agreement is exactly that - an agreement, i.e. a contract. Our brave OP had a contract to deliver a new mint-flavoured senna-pod dispenser to Mrs. Agus Goat-Posture, Flat 27, Oil Drum, Siddcup. In exchange, Agus herself agreed to pay £5.

On receipt of the £5, the OP completed their side of the contract and delivered the senna-pod dispenser. Unfortunately, there is no Flat 27 on Oil Drum Lane but there is a number 27. It is REASONABLE to assume that Flat 27 refers to house number 27. By delivering the senna-pod dispenser to number 27, the OP completed the contract as requested in the terms of the contract.

Mrs. Goat-Posture is free to toddle along to number 27 and ask for her mint-flavoured senna-pod dispenser and perhaps she can track it down.

Had the address been correct but the dispenser along with a life-time supply of senna-pods was delivered to the wrong address, the OP would have been liable for the correct fulfillment of the contract. As it stands, when the OP's agent (the man from My Herpes) delivered the package to number 27, Oil Drum Lane, he all reasonable steps to fulfill the contract.

The concept of reasonable behaviour is important in any common law jurisdiction. It is unreasonable to expect the man from My Herpes to be gifted with some magic intuition telling him that Mrs. Goat-Posture is actually living at number 17 and has been there since the late 70s - and much to the annoyance of her neighbours I might add. Her newly acquired senna-pod habit is blocking the drains.

Tell her to eat more fiber.

And seller still responsible until the buyer receives the goods.

 

[The Byre]

And seller still responsible until the buyer receives the goods.

No! The seller is responsible until the contract is fulfilled.

 

[Mr D]

No! The seller is responsible until the contract is fulfilled.

One for the lawyers to argue in court. Law versus law.
As its never going to get that far....

 

[The Byre]

There is nothing to argue - the contract was fulfilled. I've been through the mill on this one and more than once. Under the terms of a normal purchase agreement, it is up to the buyer to tell the vendor where to send the goods. That can be anywhere, but this time Mrs. Goat-Posture stipulated Flat 27 on Oil Drum Lane.

The vendor's agent (delivery person) must take reasonable steps to fulfill the contract. Flat 27, House 27. It is reasonable to assume that the two refer to the same address, as no other house number was provided.

The reverse is also true - if the vendor does not take reasonable steps to complete, they remain responsible for completion. Ages ago, BT was supposed to install stuff at our place, which I gave as number 16. They refused to complete as there was no subscriber at number 16 according to their IT system. Only when I threatened legal action did they bother to check and discovered that they had us down as 16-22 (it's a 20-acre site).

It is reasonable to assume that 16 is included in the address 16-22. However, it would not have been reasonable to assume that 6 refers to property number 16.

Things get hairy when people give their houses stupid names - and get even hairier when the name gets changed and some berk refuses to use the house number. The delivery address is an important part of the contract and it must be completed in full and clearly visible on both the order and on the property.

You get idiots adding lines to their address to make them appear grander. Bogus House, Bogus Gardens, Slag-Heap Road, Ashby, Scunthorpe. Somewhere on Slag-Heap Road, there is house number 129 and round at the side, it states 'Bogus House' on a small sign. Expecting delivery would then be unreasonable.

This is really basic stuff - contract law 101.

 

[Mr D]

There is nothing to argue - the contract was fulfilled. I've been through the mill on this one and more than once. Under the terms of a normal purchase agreement, it is up to the buyer to tell the vendor where to send the goods. That can be anywhere, but this time Mrs. Goat-Posture stipulated Flat 27 on Oil Drum Lane.

The vendor's agent (delivery person) must take reasonable steps to fulfill the contract. Flat 27, House 27. It is reasonable to assume that the two refer to the same address, as no other house number was provided.

The reverse is also true - if the vendor does not take reasonable steps to complete, they remain responsible for completion. Ages ago, BT was supposed to install stuff at our place, which I gave as number 16. They refused to complete as there was no subscriber at number 16 according to their IT system. Only when I threatened legal action did they bother to check and discovered that they had us down as 16-22 (it's a 20-acre site).

Things get hairy when people give their houses stupid names - and get even hairier when the name gets changed and some berk refuses to use the house number. The delivery address is an important part of the contract and it must be completed in full and clearly visible on both the order and on the property.

It is reasonable to assume that 16 is included in the address 16-22. However, it would not have been reasonable to assume that 6 refers to property number 16.

You get idiots adding lines to their address to make them appear grander. Bogus House, Bogus Gardens, Slag-Heap Road, Ashby, Scunthorpe. Somewhere on Slag-Heap Road, there is house number 129 and round at the side, it states 'Bogus House' on a small sign. Expecting delivery would then be unreasonable.

This is really basic stuff - contract law 101.

Except for the fact that the buyer has not had the item!

Yes indeed really basic stuff.
Consumer rights. Buyers get considerable protection - you want to refer to the clause that says the seller has fulfilled the contract by sending the goods?

 

[The Byre]

Except for the fact that the buyer has not had the item!

The buyer does not have to have the item - the contract has to be fulfilled. There is a world of difference between those two concepts.

 

[Mr D]

The buyer does not have to have the item - the contract has to be fulfilled. There is a world of difference between those two concepts.

Indeed there is. Hence the consumer rights act 2015.

Why are you arguing with me about it? Take it up with parliament.

 

[The Byre]

Are you misleading people deliberately or because you just don't know what is in the Consumer Rights Act of 2015?

According to the OP, they were contracted to send goods to number 27. There is NOTHING in the act requiring the vendor to remedy mishaps caused by the stupidity of the consumer.

If the goods had to be signed for and they were not signed for, the contract was not fulfilled. If the contract only required the goods to be sent to number 27 and that is what happened, the contract has been fulfilled.

The delivery instructions are a part of that contract according to the act. Even consumer websites (Which, CAB, etc.) tell consumers that they must ensure that delivery instructions are clear and correct and that the courier has adhered to them.

 

[simon field]

Except for the fact that the buyer has not had the item!

Buyer gave wrong address.

Buyer’s problem. Illustrated by the fact that the buyer doesn’t have the item.

 

[wayzgoose]

I always put a section in our terms basically saying that the 100% money back guarantee does not apply if incorrect or incomplete delivery information is submitted. I probably check a good 5% of addresses that don't look quite right but I think most customers would be too embarrassed to try a chargeback when they realise they couldn't even complete their own addresses correctly which I point out in the email if this ever happens.

 

[Mr D]

Are you misleading people deliberately or because you just don't know what is in the Consumer Rights Act of 2015?

According to the OP, they were contracted to send goods to number 27. There is NOTHING in the act requiring the vendor to remedy mishaps caused by the stupidity of the consumer.

If the goods had to be signed for and they were not signed for, the contract was not fulfilled. If the contract only required the goods to be sent to number 27 and that is what happened, the contract has been fulfilled.

The delivery instructions are a part of that contract according to the act. Even consumer websites (Which, CAB, etc.) tell consumers that they must ensure that delivery instructions are clear and correct and that the courier has adhered to them.

And where in the act does it say the seller is not responsible if buyer messes up address and it's not noticed?


Or argue with parliament.

In the meantime the op can risk a claim via card company for chargeback.

 

[Mr D]

Buyer gave wrong address.

Buyer’s problem. Illustrated by the fact that the buyer doesn’t have the item.

Indeed it is the buyers problem. Solved by getting a refund.

Try it sometime, it works. Buyers problem can be solved by seller or by card company that has buyer as a customer.

 

[OptiRick]

Almost all my posting hassle involves flats/apartments.

I would suggest the OP get an address checker.
Or a Royal Mail business account and use Click and Drop with it, It's extremely difficult to send things to an invalid address.

Anecdote:
I once sent an item, buyer claimed they'd not received it, RM tracking said it had been posted.
It turned out they'd given me the wrong house number (long term stay at a friends apparently).

They wanted me to send another item and somehow get the original one back because they couldn't be bothered going and knocking on the door, quote "it's up quite a steep hill".

 

[UKSBD]

There's a fake orders scam/hack/phishing attempt on Wordpress and Woocommerce going round at the moment with someone placing orders and using the same address and email address when placing the order but making no payments.

I had a postman comment on my post about it today, saying they are getting about 20 parcels/letters a week delivered to the fake address.

Just goes to show that store owners aren't careful enough before sending items out.

 

[theroo]

THis is intriguing.

Would it be reasonable for me to say, charge the buyer a nominal sum to get a new item sent? I think it is dumb that i need to check every address a buyer sends me, but at the same time, customer service and all that.

I am going to ask her to pay part of the cost (it isnt a large item, £20 value) and see what they say. hopefully they are reasonable.

 

[Mr D]

THis is intriguing.

Would it be reasonable for me to say, charge the buyer a nominal sum to get a new item sent? I think it is dumb that i need to check every address a buyer sends me, but at the same time, customer service and all that.

I am going to ask her to pay part of the cost (it isnt a large item, £20 value) and see what they say. hopefully they are reasonable.

You can try it. Reasonable may be stretching the issue but nothing to lose by communication.


Do not need to check every address.
Just glance over them - pick out the odd ones.
You are never going to notice that the buyer at flat 4, 26 orchard road has missed flat 4 off entirely.
You can notice the address which starts with street name. The address that has no name but is a postal sorting office.
Or the one that looks like it's a German address but they have put UK as country.

Just glance and look further into any that appear odd. Most of those will be ok, occasionally find ones like the examples used that you can then email the buyer.

 

[Nico Albrecht]

reasonable

No. Most consumer are not reasonable nice thinking but good luck with your offer.

 

[kulture]

............ I think it is dumb that i need to check every address a buyer sends me, but at the same time, customer service and all that.

........

I think that it is insane not to check every address. This is the difference between excellent customer service and adequate customer service.

 

[OptiRick]

No. Most consumer are not reasonable nice thinking but good luck with your offer.

I'm often surprised how reasonable customers can be, when an order goes squiffy in some way due to their error and you're expecting to suck it up yourself.

If they are making the wrong noises though, whatever the circumstances it's always better/quicker/easier to fix it and move on.

 

[theroo]

I'm often surprised how reasonable customers can be, when an order goes squiffy in some way due to their error and you're expecting to suck it up yourself.

If they are making the wrong noises though, whatever the circumstances it's always better/quicker/easier to fix it and move on.

In the end this particular buyer was reasonable and agreed to pay the cost of shipping and a bit more as I requested so that at least I am not out of pocket. Hurrah

 

[Mr D]

In the end this particular buyer was reasonable and agreed to pay the cost of shipping and a bit more as I requested so that at least I am not out of pocket. Hurrah

Indeed, hurrah.

 

[OptiRick]

In the end this particular buyer was reasonable and agreed to pay the cost of shipping and a bit more as I requested so that at least I am not out of pocket. Hurrah

Happy days.
See, they're not all bad.

 

[Justin Smith]

No. Most consumer are not reasonable nice thinking but good luck with your offer.

I have to say the VAST majority of our customers are reasonable, but that could be because we have quite an idiosyncratic, some would say unique, website and it attracts a certain type of customer.