Customer Claiming Item Hasn't Been Delivered - Tracking Shows It Has

DonnaCamp

Hi,

I have recently launched my own small business selling items online. I shipped an order to a customer using a tracked service but the customer has contacted me to say the item was not delivered. I subsiquently went back to the courier to query this and they in turn launched an investigation and spoke with the driver who is adamant the item was delivered to the address stated. The customer has come back to me several times regarding this and I'm unsure how to resolve. 

• I provided the customer with tracking information when shipping the item
• I launched an investigation with the courier when delivery was queried
• Courier is certain delivery was made to the correct premises

As far as I am aware, I don't need to do any more, but I'm not certain of this and the customer is unhappy with my service. Any help/advice would be appreciated.

Thanks

user1977

DonnaCamp said:

the courier... spoke with the driver who is adamant the item was delivered to the address stated.

Depends what exactly "delivered" means - actually handed over the customer? Left with an unspecified neighbour? Dumped somewhere in the vague vicinity of the house?

Fosterdog

Does the courier have gps tracking showing the delivery location and possibly even a photo taken at the location to show it's been delivered to the correct address? Is it something that would fit through a letterbox or would it have needed someone at home to accept it?

DonnaCamp

Hi,
So the courier in question is Fedex who unfortunately do provide GPS or pictures to confirm delivery. The POD states 'left in porch' and when in contact with the customer they were adamant they did not have a porch and proceeded to send me a picture of their property - which had a porch. 
The items in question are large sacks of animal feed.

Fosterdog

What are you classing as a porch? An open overhang outside the property or an actual porch behind a door? Either way if it was just left and not handed to the customer you have no actual proof it was delivered, it could have been stolen if not left secure enough so you owe the customer a refund or replacement goods. It's the courier you chose to use who has failed to do their job properly so your customer shouldn't be out of pocket for that.

DonnaCamp

It's an actual porch behind a door. Appreciate the help and advise on this.

Sandtree

Did they leave instruction that it could be left in the porch or any safe place? I wouldnt get into semantics of what a porch is.

Legally the parcel is yours, and your problem, until it is handed to the customer. The time it gets into a grey area is if the customer gave explicit instruction for it to be left somewhere or given to a neighbour etc.

k3lvc

What did they say when you pointed out that their picture showed they had a porch ?

DonnaCamp

No, the customer didn't leave any instruction, so I'm assuming this is an issue as it wasn't physically handed to them?

unholyangel

DonnaCamp said:

No, the customer didn't leave any instruction, so I'm assuming this is an issue as it wasn't physically handed to them?

Assuming they are a consumer (and not acting for reasons related to their trade/profession/business), yes it's a problem. 

Consumer rights act expressly states the risk (of goods being damaged, lost etc) remains with the retailer until the goods come into the physical possession of the consumer, or someone identified by the consumer as authorised to receive the goods. 

the_lunatic_is_in_my_head

k3lvc said:

What did they say when you pointed out that their picture showed they had a porch ?

This would be interesting to know? 

As above goods remain at the traders risk so either something went wrong and you should resolve or the customer is pulling a fast one. 

Did they ask for it to be replaced or a refund?