Parcel left in "safe place" goes missing

[scstock]

Have any of you had experience of this? – It's a first for us.

Despatched a fairly valuable item to a new customer last Friday via DPD. Customer requested it be left in a "safe place" and photo evidence shows it left behind a plastic wheelie bin.

Customer at first says it was not there, then went on to claim that was not even their address (which contains multiple flats) as they do not have such bins.

DPD investigated, and GPS data backs up that the delivery was made to the correct address. Driver also says there are actually such bins at the premises and indeed they are just about visible on Google Street View from one month ago.

PayPal have put the funds on hold, I have now laid out the facts for them.

Who is liable here? Are we likely to lose the money? Does PayPal "Seller Protection" count for anything?

 

[Newchodge]

Customer requested it be left in a "safe place"

Could you elaborate on that a bit? Did the customer specify the safe place? If so, when and to whom?

 

[scstock]

Could you elaborate on that a bit? Did the customer specify the safe place? If so, when and to whom?

I'm not sure if the customer specified the exact safe place. They requested it be left in a safe place by replying to the text that DPD sent last Sunday informing them that the parcel was due to be delivered on Monday.

 

[Newchodge]

I'm not sure if the customer specified the exact safe place. They requested it be left in a safe place by replying to the text that DPD sent last Sunday informing them that the parcel was due to be delivered on Monday.

I think that is an issue for any delivery company. If the safe place is specified then I would say it is the customer's responsibility. If the driver chooses the safe place I thinkit is your responsibility. Can you specify to your courier that delivery n person is the only acceptable option?

 

[scstock]

I think that is an issue for any delivery company. If the safe place is specified then I would say it is the customer's responsibility. If the driver chooses the safe place I thinkit is your responsibility. Can you specify to your courier that delivery n person is the only acceptable option?

I may have to ask this. Delivery of valuable items to consumers is a very small part of our business, mostly we are shipping to retailers with whom we have a long-standing relationship.

I previously had to ask DPD to remove the "Drop off at pickup location" option as I was scammed out of about £1.5k of gear when someone used stolen credit card details to order to the cardholder address (thereby meeting the CVC checks) but then diverted the delivery.

 

[JEREMY HAWKE]

It does not matter what the delivery point requested the contract is with your company and your company did not give permission to leave the item I assume

I just asked DHL to leave some brake disc outside the workshop tomorrow if they are not there it will be my fault but nobody is going to make off with them

 

[Siobhan-DFH]

You could tell the customer that you need another week because you've filed a theft report with the local police and they have agreed to check CCTV.
See if the parcel mysteriously appears.