Parcel Picked Up But Buyer Said it Was Not Him

[classic_temptations]

Hi Everyone,

Can anyone make any suggestions please regarding my sale.

I sold a small item (brand new) worth approximately $50.

The buyer contacted me asking when it would be delivered.

I contacted the courier and they said the customer had rang them and changed the delivery address but before they could deliver

to the new address someone turned up at the courier depot and collected it. They had the consignment card which was left

in my buyers mail box.

The courier company did not ask for ID - Im not sure if they are suppose to if a consignment card is shown

My buyer confirms she did not ring the courier and change the address or pick up the item.

The courier has checked their CCTV cameras and they have picture of the car etc but no number plate

Can anyone suggest please where i go from here, it is not about the money although it could have been a much more expensive item, I would like to get to the bottom of this but not sure what to do next.

Any suggestions would be great

My customer is waiting for a refund or her purchase.

Many Thanks in advance.

[davewil1964]

You have proof of delivery, so will win an INR dispute.

The onus is on the buyer to provide the correct address for delivery. If it changes halfway through a transaction (or more likely they forgot to change it) then they wear the costs.

it seems the new occupant's of the buyer's old address have received the card and collected the item.

I wouldn't refund a cent, but I would suggest to the buyer that THEY contact the people at their old house and see if they can work something out.

It is not your problem.

[digital*ghost]

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@classic_temptations wrote:

The courier has checked their CCTV cameras and they have picture of the car etc but no number plate

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But they should have a record of the alternative address when someone called to arrange delivery to a new address.

If the buyer never arranged re-delivery of the package, then the only thing I can think of is that someone stole the consignment card, rang and tried to arrange delivery at different address, then decided to go in and pick it up instead... But personally, I would think the security of packages while in the care of the courier company is the courier company's problem, particularly if they don't request any form of ID for collection when they should be ensuring that the person is authorised to take delivery of the item (even Australia Post will confirm that you live at the delivery address before handing over a package, whether a signature etc is required or not). 

[phorum_junkie*]

You should be covered by Paypal seller protection and so should the buyer, it is really up to the buyer, unfortunately, to open a dispute for item not received. What should happen is that you provide froof of delivery and then Paypal will find in your favour. the buyer will then have to dispute this over the phone and offer in evidence the information you have from the courier company. Paypal should then pay out the buyer from their own funds. If that doesn't happen then the buyer should politely inform them that if they don't receive a refund within 48 hours you will be reporting them to the FSO.

[thecatspjs]

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@phorum_junkie* wrote:

Paypal should then pay out the buyer from their own funds. If that doesn't happen then the buyer should politely inform them that if they don't receive a refund within 48 hours you will be reporting them to the FSO.

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Why would Paypal make a discretionary payment to a buyer who has moved address - and let the transaction go through on their old details?  FSO won't do anything about that.

[phorum_junkie*]

I read it that the buyer did not change the address, that somebody took the card out of their letterbox and tried to rearrange delivery to a different address but then decided to go and collect the parcel in person.

I forgot to add that I would also go to the police and report the theft if I were the buyer and that wouls also be compelling evidence for Paypal.

If it is in the courier companies policies that id should be checked on collection then they should be paying back the seller IMO

[thecatspjs]

It is highly unlikely that Paypal would make a discretionary payment when the buyer no longer lives at that address, regardless of the scenarios that we might like to imaginate.

[jensmanchester-australia]

The buyer never said they moved address - it wasn't the buyer who rang the courier company and changed address but the person who somehow got hold of the card.

[thecatspjs]

My apologies I read the OP incorrectly.

If someone is stealing the buyers mail and fraudulently using their identity to pick up parcels I think its better handled by the police. 

As the seller in this situation I would be demanding that the courier company compensate the buyer for the loss.

[davewil1964]

 contacted the courier and they said the customer had rang them and changed the delivery address but before they could deliver

to the new address someone turned up at the courier depot and collected it. They had the consignment card which was left

in my buyers mail box.

This says to me that the buyer had actually changed address and tried to initiate the change post-sale, but that the courier had already attempted delivery to the address the buyer had provided.

But, yes, if this is not the case (and I'm not convinced) then the police is the logical next avenue.