customer not recieved item.

[dynamic08]

I had a customer who purchased something from our website but wanted it delivered to another address.

I did this but now they are saying it has still nto been recieved since saturday.

sent royal mail 1st class they are in scotland though.

I did not send signed for but I do have the certificate of posting.

What do you think I should do?

 

[Mister B]

When did you send it?

Mister B

 

[lesliedocherty]

wait a bit, but at end of day you will need to refund if it soesnt arrive

 

[deniser]

Royal Mail says you need to allow 15 days until an item can be regarded as lost.

In these circumstances I tell the customer this and ask them to contact me again if nothing has arrived within this timescale. Then issue them a replacement or refund.

My parcels quite often take a week to arrive. Ask them also to phone their delivery office and check it isn't there.

 

[lesliedocherty]

Royal Mail says you need to allow 15 days until an item can be regarded as lost.

In these circumstances I tell the customer this and ask them to contact me again if nothing has arrived within this timescale. Then issue them a replacement or refund.

My parcels quite often take a week to arrive. Ask them also to phone their delivery office and check it isn't there.

Didnt realise the 15 day bit, learned another thing today, ta

 

[dynamic08]

I sent it 1st class on saturday. they are in scotland though.

I have to say though there name. A foreign name and im not being funny but its always these funny names I have problems with.

Coincidence I dont think so...

 

[Dibs_h]

I had a customer who purchased something from our website but wanted it delivered to another address.

Be prepared for a chargeback.

 

[dingbat]

I sent it 1st class on saturday. they are in scotland though.

I have to say though there name. A foreign name and im not being funny but its always these funny names I have problems with.

Coincidence I dont think so...

Well, if someone is going to scam you they're not going to put their own name on it anyway, especially if it's someone else's credit card.

Ultimately you will have to refund or replace.

Was it a small value item?

 

[cycloneuk]

What fraud prevention do you have in place? Protx provide results by the 3rd Man, i had one last night that came back High Risk with a 200+ score, i declined straight away. I find it very accurate with only the odd false positive. Around 90% of our attempted fraud orders are to addresses in London. I also carry out a number of other checks, so far i have had only two slip through and that was my own thought.

 

[dynamic08]

my items im confident are not targetted by these people becuase of the nature of the product very niche etc.

Item was only £15.

They phoned first though and had it delivered to a business address.

I had an interesting conversation with somebody in the postoffice other day.

They said that somebody had bought there item on ebay and filed dispute with paypal. customer got money back then left feedback saying thanks for the item etc.

they said they phoned paypal and paypal stated if they had certificate of posing then they would be ok in future. I told them I did not believe this to be correct and actually it would need to be sent signed for.

Any one here who actually knows 100% the right answer.

thanks

 

[MH1]

they said they phoned paypal and paypal stated if they had certificate of posing then they would be ok in future. I told them I did not believe this to be correct and actually it would need to be sent signed for.

Any one here who actually knows 100% the right answer.

Even a recorded delivery signed for slip is not guaranteed to win a paypal chargeback, because the client could state it is not their signature, paypal will always err on the customers side. As a seller I would hope they would always accept signed for proof as gospel, but from other ebayer sellers comments they do not.

As for missing parcels, I find and quick email stating that I have sent the claim form to them, asking them to return it signed so we can investigate the theft/fraud with the Post Office once received back, and asking for their full co-operation with any investigation, seems to help 95% of clients to suddenly "find" or manage to receive their shipments within 48hrs of the email.

The other 5% are probably genuine.

 

[chalkie99]

Our recent problems have been:

Customer 1 - Phones to complain we have taken their money and not delivered the goods. I check the order and it was sent 1st Class the day it was ordered. When I drop into conversation that it is too big to go through their letterbox and have they checked it hasn't been left outside because it would have arrived last Wednesday, the lady says "Oh, well the Post Office left a card on Wednesday to say they could not deliver something" but she "had not thought about that!". Situation resolved.

Customer 2 - Asks for delivery to business address and promptly phones to complain of non-delivery. He is asked to check with other members of staff and, sure enough, they have the parcel on their desk!

Customer 3 - Orders a larger than average amount of items which raise my suspicions but the package is accidentally sent by 1st Class rather than Special Delivery. He raises a claim with PayPal for "goods not as described" but makes no contact with us. On investigation he claims the package arrived opened and empty and PayPal promptly side with the buyer which seems to be the norm giving the buyer his money ba and almost certainly the goods as well.

 

[lesliedocherty]

how do companies like play.com deal with this, they must get millions claimed because they dont use signed for and postman must nick even more

 

[Jay08]

how do companies like play.com deal with this, they must get millions claimed because they dont use signed for and postman must nick even more

They use signed for over a certain value. But most are sent without recorded. They must have some sort of insurance policy with Royal Mail, the amount of business they are giving them.

 

[dynamic08]

so what do we do then when we have a £100 plus order. All I can do is send it signed for right!

What if they say its not their signiture then? I lose out?

 

[Dibs_h]

so what do we do then when we have a £100 plus order. All I can do is send it signed for right!

What if they say its not their signiture then? I lose out?

I find it mind boggling in this day an age with the power of hand-held devices - that instead of signing (or as well as) , "say cheese" and take a bloody picture of the person receiving the goods.

You'd think someone would be offering this service by now.

 

[Makingthenews]

That's funny, I had a customer who ordered on Monday then opened a dispute on paypal this morning saying the item had not arrived.
The order was despatched first class within 24hrs and most likely arrived today yet he is demanding the order be cancelled.
Is that a scam you think?

As chalkie99 suggests, PayPal will no doubt side with the buyer