Return Collect+ Parcel has gone missing, who do I make a claim against?

mattyp17

Hi, 

I could really do with some help or guidance on this. I purchased some brand new goods with a credit card from an online store (a trusted store). The items didn't fit so I returned them using my local Collect+ (Yodel is the company that operates it I believe). I received a proof of return receipt from the Collect+ store however the tracking shows the goods never left the store, the parcel has vanished. I have asked for a refund from the store I purchased the items from as I followed their guidelines exactly as they asked. I am struggling to get my money returned for the missing parcel. I would like to know, if I was to go down the small claims route, who should I be making the claim against? Is it the shop I purchased the items from or Collect+? 

Many thanks,

Matt P

sheramber

Who paid the return postage?  Did the retailer provide a return label?

Manxman_in_exile

If the goods have obviously "gone astray" (the OP says tracking indicates they never left the drop-off store) doesn't the trader have to refund if the OP provides evidence of sending them back?  Regardless of who pays for the return?

s34(5)(b)  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)