Collect Plus ebay dispute

lhyatt9

Hi Newbie here,

I sent a mobile phone as a signed for delivery with collect plus after selling on ebay, a signature was apparently provided but not the correct one or to the correct address. The ebay buyer has raised a claim through collect plus and through paypal for non-delivery. However with the tracking code that I have, the item is shown as delivered?. I called collect plus who told me that "The depot have since advised us that this item was delivered to an incorrect address. The driver has attempted to retrieve this item; however, the retrieval has not been successful." They also told me that they could only compensate me with a maximum of £50 (less than half the value of the phone). Does anyone know where I stand with this?. Its seems unfair that they have admitted it is their fault and yet I am going to be the one out of pocket. Please Help

rhiwfield

lhyatt9 wrote: »

Hi Newbie here,

I sent a mobile phone as a signed for delivery with collect plus after selling on ebay, a signature was apparently provided but not the correct one or to the correct address. The ebay buyer has raised a claim through collect plus and through paypal for non-delivery. However with the tracking code that I have, the item is shown as delivered?. I called collect plus who told me that "The depot have since advised us that this item was delivered to an incorrect address. The driver has attempted to retrieve this item; however, the retrieval has not been successful." They also told me that they could only compensate me with a maximum of £50 (less than half the value of the phone). Does anyone know where I stand with this?. Its seems unfair that they have admitted it is their fault and yet I am going to be the one out of pocket. Please Help

Hi, if you insured the phone for its actual value Collect+ should pay you in full (they have4 done this for me in the past) If you sent it without insurance upgrade then I think that your compensation from Collect+ is limited to £50.

lhyatt9

Hi,

I paid extra for the item to be signed for, I realise that I should have paid extra and gone for higher insurance. I have been reading through their t&c's today it says "1.We shall supply the Services to You using reasonable care and skill". In no way is delivering a parcel that needed to be signed for to the wrong address and accepting a signature from this wrong address "using reasonable care and skill". It just seems to me that they have shown no duty of care and through no fault of mine I shall be out of pocket. Is their anyway that I would have a case?

Lomast

Sometimes these things do happen that is why compensation/insurance is available, however if you didn't ensure that you sent it with the correct value cover in place you stand no chance of getting the full value back

lhyatt9

That's what I was afraid of . I will never be using collect plus again, you would hope for a better service especially since they put up their prices.

rhiwfield

FWIW I use Collect+ all the time and I'm very happy with the service. Occasionally things go wrong, as they do with RM and other couriers, but they fix problems if they can be fixed. For high value items I take out extra insurance to cover damage or loss

In this case you sent a £100+ item with only £50 insurance. If you'd increased the insurance Collect+ would have paid out for the full amount.

arcon5

Your first issue being the buyer, refund him/her.

Doesn't pretty much every lost or damaged parcel amount to not using reasonable care and skill? This term could in fact help you - unless they have some pretty good excuse, would their actions effectively breach this term?

Without this term, i'd have said you have no chance in trying to retrospectively change the level of service purchased. You purchased the wrong service for sending your goods and now paying the price.

lhyatt9

Collect plus have essentially admitted it was their error in their email to me. I regret not buying extra insurance, but I am annoyed that after paying extra for a service which required a signature and collect plus seemingly accepting a signature from the wrong person at the wrong address. I also do not understand why the item is tracked as delivered?.

arcon5

The item is showing as 'delivered' but it has been delivered, it's just it's been delivered to the wrong address. This is normal.

Drivers rarely check who is signing for a parcel, they just care about getting a signature from any persons at the address.

Hintza

As has been said these things happen, but in general buying extra insurance is probably not worth it especially if you send a lot of parcels.