Customer changed delivery address herself now hasn't received her item. Help.

Hi, my eBay customer was out when the parcel delivery was attempted, she didn't advise me of a safe place or allow a mobile number.
She then, without consulting me got in touch with my courier (Evri), to redirect the parcel to a different address, a shop in her area that takes in parcels from that company.
The first I knew about it was when she said that her parcel had still not arrived at the shop?
Surely because she changed the delivery destination there us no comeback on me on this situation?
Your thoughts please.
Thankyou

Replies

  • custardycustardy Forumite
    38.4K Posts
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    I would expect the shop refused it as it wouldnt have had a collection code.
    What does the tracking show?
  • brightondavebrightondave Forumite
    108 Posts
    Part of the Furniture 10 Posts Combo Breaker
    Forumite
    At their depot but that hasn't moved for a couple of days
    And she's asking ME? where her shoes are.
  • soolinsoolin Forumite, Ambassador
    70.5K Posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Ambassador
    At their depot but that hasn't moved for a couple of days
    And she's asking ME? where her shoes are.
    Unfortunately unless the package eventually shows as delivered then you will lose an INR claim. However, if buyer messaged you through the eBay system a call to eBay CS explaining that buyer has intercepted parcel might just achieve something , it’s worth a try. However, don’t do anything until a case is s opened. 
    ’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected]
    All views are my own and not the official line of MoneySavingExpert.
  • brightondavebrightondave Forumite
    108 Posts
    Part of the Furniture 10 Posts Combo Breaker
    Forumite
    OK   thankyou for your comments.
    Will let you know how I get on.
  • elsienelsien Forumite
    29.9K Posts
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    At their depot but that hasn't moved for a couple of days
    And she's asking ME? where her shoes are.
    Could end up getting returned to sender? 
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
  • soolinsoolin Forumite, Ambassador
    70.5K Posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Ambassador
    elsien said:
    At their depot but that hasn't moved for a couple of days
    And she's asking ME? where her shoes are.
    Could end up getting returned to sender? 
    Hopefully yes, but this is Hermes (as was) and whilst I haven't encountered a problem I have seen mention that they levy a charge to have an item returned. Perhaps someone else might pick up on that to say whether I have misread something and they have successfully had a Hermes parcel returned .

    OP, if it is lost though then assuming you met all the T and Cs for the item (and there are lots of restrictions) and had sufficient insurance cover you can at least make a claim if item doesn't ever show as delivered.
    ’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected]
    All views are my own and not the official line of MoneySavingExpert.
  • tightauldgittightauldgit Forumite
    916 Posts
    500 Posts First Anniversary Name Dropper
    Forumite
    Hi, my eBay customer was out when the parcel delivery was attempted, she didn't advise me of a safe place or allow a mobile number.
    She then, without consulting me got in touch with my courier (Evri), to redirect the parcel to a different address, a shop in her area that takes in parcels from that company.
    The first I knew about it was when she said that her parcel had still not arrived at the shop?
    Surely because she changed the delivery destination there us no comeback on me on this situation?
    Your thoughts please.
    Thankyou
    Lots of couriers allow redelivery to a different address so no I doubt that would free you from responsibility. Of course shes done a silly thing in redirecting to a shop - they won't take it as it's not properly labelled for that service. If they did take it then that's when your responsibility ends - it's been delivered to the address she gave. As it stands the item has not been delivered so it's still your responsibility.

    The best thing for her to do would be to contact the courier and advise them to deliver it to the original home address or an address where she will physically be. 

    Otherwise it should be coming back to you as undeliverable.
  • olgadapolgaolgadapolga Forumite
    2.1K Posts
    Part of the Furniture 1,000 Posts Name Dropper Xmas Saver!
    Forumite
    soolin said:
    elsien said:
    At their depot but that hasn't moved for a couple of days
    And she's asking ME? where her shoes are.
    Could end up getting returned to sender? 
    Hopefully yes, but this is Hermes (as was) and whilst I haven't encountered a problem I have seen mention that they levy a charge to have an item returned. Perhaps someone else might pick up on that to say whether I have misread something and they have successfully had a Hermes parcel returned .
    I've had several returned and not been charged yet.
  • elsienelsien Forumite
    29.9K Posts
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    Less a charge to have it returned, but would they then make a second charge for you to have it sent back out to the customer again? 
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
  • olgadapolgaolgadapolga Forumite
    2.1K Posts
    Part of the Furniture 1,000 Posts Name Dropper Xmas Saver!
    Forumite
    elsien said:
    Less a charge to have it returned, but would they then make a second charge for you to have it sent back out to the customer again? 
    Yes, as you'd need a new label = another courier fee. 
Sign In or Register to comment.
Latest MSE News and Guides

Did you know there's an MSE app?

It's free & available on iOS & Android

MSE App

Regifting: good idea or not?

Add your two cents to the discussion

MSE Forum

Energy Price Guarantee calculator

How much you'll likely pay from April

MSE Tools