What counts as 'proof of sending'

V1v1k3nt

Hi, I was wondering if anyone had any advice with a problem im having with an item I have sent for return. I purchased two pairs of shoes online from a large, well known retailer. I sent one of them back using their courier, which they paid for (they send a label to me once I reported the return). I then took the parcel to my local DHL drop off point, which is located in a small shop. I handed the parcel over, it was scanned in front of me and I was told that I would receive an email to say it had been sent, which I received immediately. The email was generated by the retailer and said "Thanks for sending your parcel back to us. We'll let you know once it's arrived back at the warehouse". Then there was a button to track this. This was sent back in August.

Since then I have had multiple emails from the retailer letting me that they could not locate the package. I sent them the email I received from them (which also contained an RMA number) but they have said that this is not proof of sending. 

I have read other threads here which state that if the courier was paid for by the retailer as in this case, then they are responsible for the package from the point of me dropping it off. However, the issue I have is that they are saying the email is not proof of sending and therefore, the will not grant a refund. Does anyone know anything about this at all / have had a similar experience? 

Thanks so much for taking the time to read this. 

lisyloo

How did you pay? and what was the date of purchase?
A chargeback may be the easiest route if you're within the time limit.

the_lunatic_is_in_my_head

If it has the RMA number on it then that should generally suffice, there is maybe the possibility of altering the address on a label so you'd (or at least I would) usually expect the proof of sending to state the address the parcel is going to but if this is their system of providing a label and you being instructed to drop it off and the system provides an email that doesn't include the return address that seems to me to be the retailer's problem. 

How much is the item you returned OP? I'm guessing the tracking isn't showing delivery, or perhaps not much at all? 

Ergates

Have they explained *why* the email generated by the delivery service that they provided isn't accepted as proof?

V1v1k3nt

Ergates said:

Have they explained *why* the email generated by the delivery service that they provided isn't accepted as proof?

They haven't explained why, despite me asking on a few occasions. I will continue to ask for this. Very frustrating!

V1v1k3nt

the_lunatic_is_in_my_head said:

If it has the RMA number on it then that should generally suffice, there is maybe the possibility of altering the address on a label so you'd (or at least I would) usually expect the proof of sending to state the address the parcel is going to but if this is their system of providing a label and you being instructed to drop it off and the system provides an email that doesn't include the return address that seems to me to be the retailer's problem. 

How much is the item you returned OP? I'm guessing the tracking isn't showing delivery, or perhaps not much at all? 

Hi, thanks for responding. The items is almost £300.00. The tracking isn't saying very much. It just says lisyloo said:

How did you pay? and what was the date of purchase?
A chargeback may be the easiest route if you're within the time limit.

lisyloo said:

How did you pay? and what was the date of purchase?
A chargeback may be the easiest route if you're within the time limit.

That's a really good idea lisloo, I didn't think of that! The purchase was made online by card but it was back in August now. I've just looked and I think the limit is 120 days so I am just within that limit. I will look into this option, thanks so much!

V1v1k3nt

the_lunatic_is_in_my_head said:

If it has the RMA number on it then that should generally suffice, there is maybe the possibility of altering the address on a label so you'd (or at least I would) usually expect the proof of sending to state the address the parcel is going to but if this is their system of providing a label and you being instructed to drop it off and the system provides an email that doesn't include the return address that seems to me to be the retailer's problem. 

How much is the item you returned OP? I'm guessing the tracking isn't showing delivery, or perhaps not much at all? 

Thanks for your comment. The amount was around £300.00 and the tracking has never worked when clicked...just no information 

the_lunatic_is_in_my_head

Did you pay with a credit card or on finance OP

Which company is this?

Undervalued

V1v1k3nt said:

Hi, I was wondering if anyone had any advice with a problem im having with an item I have sent for return. I purchased two pairs of shoes online from a large, well known retailer. I sent one of them back using their courier, which they paid for (they send a label to me once I reported the return). I then took the parcel to my local DHL drop off point, which is located in a small shop. I handed the parcel over, it was scanned in front of me and I was told that I would receive an email to say it had been sent, which I received immediately. The email was generated by the retailer and said "Thanks for sending your parcel back to us. We'll let you know once it's arrived back at the warehouse". Then there was a button to track this. This was sent back in August.

Since then I have had multiple emails from the retailer letting me that they could not locate the package. I sent them the email I received from them (which also contained an RMA number) but they have said that this is not proof of sending. 

I have read other threads here which state that if the courier was paid for by the retailer as in this case, then they are responsible for the package from the point of me dropping it off. However, the issue I have is that they are saying the email is not proof of sending and therefore, the will not grant a refund. Does anyone know anything about this at all / have had a similar experience? 

Thanks so much for taking the time to read this. 

Ultimately, if it came to court, it would be a case of who the judge believed, on the balance of probabilities (i.e 51%). From what you have said it seem likely that the evidence is on your side.