Suspected delivery fraud - what to do

[Solly]

I have been asked by a friend, they have seen a massive rise in the number of complaints of items not being delivered.

However they send everything tracked and have proof of delivery, typically a signature from the recipient, or photo of it bein left in the designated safe place.

Customers get aggressive and deny the evidence, so there is a strong suspicion it is fraudulent.

What can done?

 

[MBE2017]

It’s his business, he needs to decide what his policy is, since he will reap the potential rewards but also include higher risks.

I used to sell everything recorded delivery and if told the item was not received, I would attach the copy signature proof etc. If pushed and told the signature was false, I used to attach a form to authorise a formal investigation into potential fraud.

I wouldn’t mention them, just that the PO were carrying out a detailed investigation with the police, and asked for a signed statement, obviously mentioning how fraud can carry up to a five year sentence, and their help was appreciated. 99% found their parcels within 24hrs, the others I would credit.

I also had in my T&C’s that shipments would only be sent once to the PayPal registered account address, and any incorrect information on their paperwork would result in further charges for the goods and postage. Never had anyone ask for a free replacement due to having the wrong mailing address on file either.

Anyone you dispute their version with, he has to accept bad reviews and potentially more problems, so much comes down to value of the shipments for many retailers.

 

[fisicx]

@Solly - what do they sell and to whom do they sell it.

 

[Solly]

@Solly - what do they sell and to whom do they sell it.

All B2C, clothing and accessories.

 

[fisicx]

All B2C, clothing and accessories.

The sort of thing that is rife with fraud. All you can really do is what @MBE2017 suggested and tell the thief an investigation is underway.

 

[JEREMY HAWKE]

Not a lot can be done and I have seen very little evidence of anything actually being done

 

[antropy]

Anyone you dispute their version with, he has to accept bad reviews and potentially more problems, so much comes down to value of the shipments for many retailers.

At least you can reply to the bad reviews saying something like; "The item was delivered, we have a photo and signature, and suspect the customer is a scammer. It has been reported to the police."

Then at least potential customers will probably realise you're not scamming people.

Paul.

 

[MBE2017]

At least you can reply to the bad reviews saying something like; "The item was delivered, we have a photo and signature, and suspect the customer is a scammer. It has been reported to the police."

Then at least potential customers will probably realise you're not scamming people.

Paul.

Seriously? I cannot think of worse advice, accusing clients of potential fraud. How does that make future potential clients feel? That any honest missed deliveries reported will have you calling them potential scammers?

 

[antropy]

Seriously? I cannot think of worse advice, accusing clients of potential fraud. How does that make future potential clients feel? That any honest missed deliveries reported will have you calling them potential scammers?

Yep, that's how we deal with bad reviews, we explain what happened so that anyone reading can make up their own mind. Reasonable people will see we're right. Unreasonable people we don't want as clients anyway ?‍

If someone has a signature and a photo then it's pretty decent evidence.

Paul.

 

[MBE2017]

If someone has a signature and a photo then it's pretty decent evidence.

Paul.

With the number of couriers delivering to incorrect addresses, people signing and not checking what they have signed for, hardly convincing. Now a conviction on the other hand.

 

[antropy]

With the number of couriers delivering to incorrect addresses, people signing and not checking what they have signed for, hardly convincing. Now a conviction on the other hand.

Yes the approach above about mentioning the 5 year jail term is a good one.

Paul.

 

[fisicx]

Not one delivery in the last week arrived at the correct location. Most were close but none of them where they should be.

 

[Newchodge]

Evri. Everyone hates Evri.

I ordered something from M & S on Sunday, intending to collect it, but there were no collection slots until after Christmas. They did have a delivery slot for today, Friday 23, so I asked for that. Only after I had sent the order did it show that it would be delivered by Evri.

Wednesday I had an email saying it was out for delivery. Wednesday afternoon, knock at door and correct parcel delivered. EVRI. Is this a record?

 

[Karimbo]

I have been asked by a friend, they have seen a massive rise in the number of complaints of items not being delivered.

However they send everything tracked and have proof of delivery, typically a signature from the recipient, or photo of it bein left in the designated safe place.

Customers get aggressive and deny the evidence, so there is a strong suspicion it is fraudulent.

What can done?

it happens and isn't common in relation to the total successful deliveries.

Happens once in a blue moon.

The truth is even if it's tracked with a signature and everything if the customer strongly believes it to not be delivered then you still have to take the hit for it.

A lot of companies use temps and inexperienced delivery people to cover christmas peak period and they do get the deliveries wrong. They misread the address on they deliver to the wrong door which is numbered the same to another property adjacent to it.

If the customer is adamant they didn't receive it, the tracking etc. really wont stand up in court. Often the photo is of the package without much surrounding detail to prove it was delivered to your address. Or the signature is a squiggle that doesn't prove anything.

If you are sending high value items - then only send it via special delivery which is much higher level of service. Where the drivers are experienced and only allowed to deliver to the intended recepient and get a proper signature.

I delivered as an amazon driver and you really have to be careful and double check where you're delivering. I had one instance where there were 3 doors and they were numbered 1, 2, 1.

The first #1 originally had their front entrance on the adjacent side street. They decided to change the layout of their house and move the front door to the other street. So now they have they have 2 front doors with the same number.

There are a lot of development works going on all the time. Now properties being erected in gaps between buildings. So they have #56, then they have #56a #56b (these two new proprerties buit in the gap between #57 & #57) . #56 is then converted into flats so they have flats 1,2,3,4 in #56. So a temp worker has a package for #56b and arrives at #56 and assumes flat 2 at #56 is #56b.

I had customer complain they didn't receive a parcel sent on 4th december. They were 6 miles from me. So I decided to re-deliver again so they get it in time for Christmas. Then they get back to me saying they received their item after boxing day. Which is annoying as I wasted time and money on an item. It was misdelivered and the person who received the item took their sweet arse time to post it into their neighbours letterbox.

So don't assume customer is lying to you, often they genuinely haven't received it and it was misposted to a neighbour by an inexperience courier driver.

 

[japancool]

Which is annoying as I wasted time and money on an item.

So ask for one of them back.

 

[Newchodge]

It was misdelivered and the person who received the item took their sweet arse time to post it into their neighbours letterbox.

It is not the neighbour's job to ensure the parcel gets to the right place.

 

[Avilon]

Negative reviews on business pages are one of the scariest things that can happen to a business. <rest removed at poster request>

 

[Nico Albrecht]

It is not the neighbour's job to ensure the parcel gets to the right place.

It's the job of any decent human to get the parcel to your neighbor if he got it by accident. Just saying....

 

[Newchodge]

It's the job of any decent human to get the parcel to your neighbor if he got it by accident. Just saying....

If they are not away, have the ability to get to the neighbour's house, haven't previousdly been threatened by said neighbour, know where the parcel should go, etc, etc.

 

[japancool]

have the ability to get to the neighbour's house

This happened to me once. The parcel was left at a neighbour's house. There are steps to get up to their house with no railings and I can't get up them.

Annoying thing was that I was actually in at the time but was powdering my nose.

 

[Karimbo]

So ask for one of them back.

unit cost to me is £1.50, retailed for £12.

You can understand why I'm reluctant to ask for it back. I'd have to cover return shipping that costs £1.45.

 

[Karimbo]

It's the job of any decent human to get the parcel to your neighbor if he got it by accident. Just saying....

exactly, whenever I had stuff misdelivered to my door I get it to the neighbour without delay. It's never that far anyway, paralell street (same number) with similar postcode 3BG & 3BQ.

I've had NHS letters misdelivered like that and I get it sent to the correct house same day.