Missing parcel wrong address

[Beermonster]

I think I know what the answer to this is, but I sent a parcel out to a customer, they put the wrong postcode and before it was delivered chose a safe place, the courier attempted delivery but couldn’t so was taking it to a parcel shop for collection, but now they have lost it, I take it I still have to give the customer a full refund even though they put the wrong address

 

[wayzgoose]

I think officially you have to refund but I don't! I politely tell the customer that the parcel may eventually reach them, but due to the wrong post code it may well be in the wrong sorting office and just get scrapped. Or, it may be returned and they will have to pay for delivery again.
I also state in T&C that all orders must have a complete and correct address otherwise a refund will not be made. May not stand up in court but it keeps me happy!

 

[UrbanRetail]

I'm not a lawyer, but my understanding is that as the information provided by the customer forms part of the contract, delivering to that address you are fulfilling the contract and are not liable.

BUT, you need to have proof the buyer is at fault. Which is sounds like you have.

Only my understanding and happy to be corrected.

 

[MBE2017]

If your courier has lost the parcel, you are responsible. It might have had an incorrect postcode, but you also state the parcel has been lost either by the courier or collection point.

Refund and move on.

 

[WebshopMechanic]

If the item is fairly low value then it's really not worth creating hassle for yourself. If the customer paid on credit card then they will just ask their card company to do a chargeback and you will be stung with an admin fee, as well as lost goods and courier costs.

I would suggest saying to the customer that you will send them another item. Yes, you'll have to pay for the shipping but I would assume the profit in the order would enable you to break even?

That way, you keep the customer happy, don't create any grief for yourself and you can both move on.

 

[roydmoorian]

If the item is fairly low value then it's really not worth creating hassle for yourself. If the customer paid on credit card then they will just ask their card company to do a chargeback and you will be stung with an admin fee, as well as lost goods and courier costs.

I would suggest saying to the customer that you will send them another item. Yes, you'll have to pay for the shipping but I would assume the profit in the order would enable you to break even?

That way, you keep the customer happy, don't create any grief for yourself and you can both move on.

Quite an assumption .