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

Markus2904

DullGreyGuy said:

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? 

Pretty confident. I have the label still in our inbox. The tracking in the app online says DPD is waiting for the parcel. When you call DPD you can enter the parcel number and it gives you the status and say it's on its way. Its confusing but thats what it is...

Markus2904

The Seller just got back to us and said there is nothing else they can do for us. The issue is that the locker did not provide a receipt and in addition, I tried to scan the label again this morning and it didnt scan. Surely if the parcel was not dropped off, the label should still work.
Is the seller obliged to help me here?

Markus2904

So... latest update:

Seller got back to me saying they cannot do anything else. I went back and challenged them to work with DPD on getting logs, CCTV etc. Also told them that I tested the label and if I would not have dropped of the parcel, it should open the locker.... well, it didnt. I took pictures and asked for a response and details of the manager or someone else I can talk to.

Then went to DPD 'Elite' team: At first they told me I must have done something wrong, but talked them through what I did when I dropped of the parcel. Explained all the details again and challenged them to provide logs etc. I also mentioned that for all I know, the parcel might still be in the locker. Eventually, she offered to engage the 'Locker Team' and I sent her an email with all the details and pictures.

Waited for a response and to my surprise Seller got back and issued a refund as a good will gesture. Extremely surprised because the jacket wasn't cheap. I would like to think that my persistence paid of a little bit. 

Last time I have used a locker... Would also like to know what I would have to do if it happened again. Even if I call DPD 5 seconds after I dropped of the parcel in the locker, without proof I am snookered.... no?

Okell

Thanks for the feedback.

How interesting that after telling you several times that there "was nothing we can do", that the seller should decide to refund you as a gesture of goodwill...   

Who was the seller if you don't mind saying?

Okell

the_lunatic_is_in_my_head said:

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

I missed this last week.

I'm not sure about third party rights arguments myself (ie where the contract is between the seller and the courier and not the consumer and the courier, but the consumer wants to claim against the courier).

But anybody who wants to explore that route needs to post on Postal and Delivery Services - National Consumer Service (consumeractiongroup.co.uk) where they claim this approach can win.

As I say, I'm not convinced myself...

the_lunatic_is_in_my_head said:

*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...

I think any evidence that shows parcels being packed/opened etc is good evidence.  The argument "Ah!  but we don't know what happened before/after the filming!"  or "But we don't know what was actually in the box!"  don't count for much unless you assume bad faith on the part of the consumer in the first place.  And if there's no evidence before the court that the consumer is dishonest or disingenuous, I'd expect a court to believe them.

Once a claimant shows that they returned something which they say was the item that is the subject of the claim, I'd say the evidential burden shifts to the seller to prove that the claimant is lying.  Or prove that it didn't go missing while in the courier's care.  (And there seem to be so many bad news stories and Youtube videos about couriers mishandling packages that a court could easily conclude that it's more likely the courier is at fault than that the claimant is lying...)

Either way I think it's a higher bar for the seller than for the consumer

Markus2904

Okell said:

Thanks for the feedback.

How interesting that after telling you several times that there "was nothing we can do", that the seller should decide to refund you as a gesture of goodwill...   

Who was the seller if you don't mind saying?

Exactly, but as I said, I think me being persistent, helped to push them in to a position where they thought it's not worth the battle. I would have continued and actually still have DPD comms via email.

Varley... uk.varley.com