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

brightondave

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

custardy

I would expect the shop refused it as it wouldnt have had a collection code.
What does the tracking show?

brightondave

At their depot but that hasn't moved for a couple of days
And she's asking ME? where her shoes are.

soolin

brightondave said:

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. 

brightondave

OK   thankyou for your comments.
Will let you know how I get on.

elsien

brightondave 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? 

soolin

elsien said:

brightondave 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.

tightauldgit

brightondave said:

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.

olgadapolga

soolin said:

elsien said:

brightondave 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.

elsien

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? 

olgadapolga

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.