Return Parcel lost - have not received drop off confirmation. What next? :(

Markus2904

Hi there, we have returned a parcel last Wednesday to a retailer and have used the drop off lockers down the street. We have printed and fixed the label onto the box. Went to the locker, scanned the label, dropped the parcel off and even entered the email to the system on the screen. We thought all is good, but we quickly realised that we did not receive a confirmation email and now engaged both DPD and the original seller. 
DPD is adamant they haven't received the parcel and the seller is only relaying the message. 
I believe technically the seller is responsible to communicate with DPD and hence I have asked the to request CCTV footage, the log of the locker (surely everything is tracked in the system) and confirm when the locker was emptied the last time.
Our issue is that we obviously do not have a drop off confirmation, but we never got one in the first place, for which I blame DPD and their system.

Is anyone able to guide me into the right direction? I suppose I could try a charge back, but not sure what the rights are..?!
Oh, it was a jacket, worth ca. £350  

Thanks for the help.

Markus

born_again

Chargeback will require proof of delivery.

Lorian

What dies it sat if you try to track the parcel number on the DPD site?

Hoenir

If the label was scanned. There must be a record in the system. 

Markus2904

born_again said:

Chargeback will require proof of delivery.

Fair, but it was delivered to us. This is a return. I guess worst case scenario would be a chargeback.

Lorian said:

What dies it sat if you try to track the parcel number on the DPD site?

It says the label was created. Funnily enough, when I call DPD and enter my Parcel Number the system says that the parcel is on its way back.

Hoenir said:

If the label was scanned. There must be a record in the system. 

Thats my point. Also, the locker system did not generate an email and hence I cannot provide proof of drop off. The door doesnt open without a scan.


I will play really hard here. I asked them for proof of system logs etc. They must have a record of some form. 

I appreciate the responses. 

Markus

Alderbank

Markus2904 said:

I will play really hard here. I asked them for proof of system logs etc. They must have a record of some form. 

I appreciate the responses. 

Markus

That may not be your best strategy.

You have no contract with DPD. The contract is a B2B one between them and the (unnamed) retailer. They don't have to prove any system logs to you. Even if you are nice to them they will not release any commercially sensitive data to you.

Your contract is with that retailer, whoever they are.

PHK

@Markus2904 You need to take a much more organised approach to this. (Asking for CCTV is ridiculous) it might show you dropping off something but you won’t be able to see what and it can’t see inside the package. 

First things first: who did you buy the jacket from? Who paid for the return (did the retailer provide a return label or did you contract with DPD)? Who owns the locker (which brand)?

Markus2904

PHK said:

@Markus2904 You need to take a much more organised approach to this. (Asking for CCTV is ridiculous) it might show you dropping off something but you won’t be able to see what and it can’t see inside the package. 

First things first: who did you buy the jacket from? Who paid for the return (did the retailer provide a return label or did you contract with DPD)? Who owns the locker (which brand)?

Fair point. So the jacket is from Varley and they paid for the return. The label was system created through their return process. The lockers are DPD lockers - will double check.

the_lunatic_is_in_my_head

PHK said:

 (Asking for CCTV is ridiculous) it might show you dropping off something but you won’t be able to see what and it can’t see inside the package. 

I'm not so sure it's ridiculous, if it shows OP dropping of a parcel* then it might encourage the retailer or DPD to pull their finger out or if OP wishes to see this to the very end might tip the scales on that balance of probability in their favour.

*I agree it doesn't show what's in the parcel but nothing does right? For years posters here have been told photographing or videoing parcels being packed/opened is pointless as it could be staged, but if OP has a coat  sized mailing bag in their hand and a return request raised with the retailer it's pretty probably there was a coat in the bag. No idea how good the cameras are, might show the label if OP is very lucky.

OP as above who was the retailer and who purchased the label?

You can email DPD via the CEO email contact on the ceo email email website and, if things haven't changed, they might call you to discuss.

@Okell might pop by and fill you in on pressing DPD via third party rights.

born_again

Markus2904 said:

born_again said:

Chargeback will require proof of delivery.

Fair, but it was delivered to us. This is a return. I guess worst case scenario would be a chargeback.

Markus

The point is for a chargeback for non receipt of refund here.
You need proof that the item has been delivered to retailer. Clearly there is no proof of this. So a chargeback would not work, or even be offered.

DullGreyGuy

Markus2904 said:

Lorian said:What dies it sat if you try to track the parcel number on the DPD site?

It says the label was created. Funnily enough, when I call DPD and enter my Parcel Number the system says that the parcel is on its way back.

So you are seeing a difference between the two systems or are you talking about the original shipping number -v- the return shipping number?

Are you sure you scanned the return label and not the original label?