Undeliverable goods - where does seller stand?

[Deleted User]

I sold goods via Amazon and sent them via DHL as they were only a few pence dearer but could guarantee me a delivery day instead of up to 5 working days via Royal Mail.

The goods were duly delivered but no one was home to sign for them.

There was no neighbour to oblige and the goods went back to the depot. The buyer has said DHL will not deliver outside working hours or weekends so cannot get the goods.

To receive the goods back will also cost money as will resending them via Royal Mail.

I have offered a refund.

But where does the seller stand having seemingly complied in good faith and obtained the fastest delivery only for it to be thwarted like this?

Chalky87

Well, because the goods haven't actually been delivered to the buyer, you haven't carried out your part of the contract, even though you have sent the goods.

If you're offering them a refund then that is fine, I would say try and get them to at least pay postage fees as it is their fault in essence that DHL cannot deliver, simply because they want awkward times of delivery.

Get the goods sent back to you, and then refund them, I dont think you have to (by law) refund the postage fees, although I'm not 100% sure on this.

Thanks

bleugh

................trouble is, if paypal's in volved and there's no proof of delivery, if the buyer's an !!!!!!, they'll get ALL their money back, including post!

give DHL permission to re-deliver to the buyers work address!

[Deleted User]

Paypal are not involved.

I have refunded the buyer.

richto

whitey1987 wrote:

Well, because the goods haven't actually been delivered to the buyer, you haven't carried out your part of the contract, even though you have sent the goods.

If you're offering them a refund then that is fine, I would say try and get them to at least pay postage fees as it is their fault in essence that DHL cannot deliver, simply because they want awkward times of delivery.

Get the goods sent back to you, and then refund them, I dont think you have to (by law) refund the postage fees, although I'm not 100% sure on this.

Thanks

You have carried out your part of the contract to deliver to the address provided - therefore the buyer can be charged for the P&P. If there is no one there to receive the goods then the buyer is at fault.

If you state on your t&c (like me) that buyer is responsible for return shipping costs too then you can refund cost of the item minus round trip shipping costs.

Even Paypal only requires "The seller posts the item to the address listed on the Transaction Details page" and "The seller provides reasonable proof of postage from an independent shipper. The posted goods must be trackable online. Proof of postage should show that the address to which the item has been posted corresponds to the address on the Transaction Details page "

It does not require the goods to be actually received to be covered according to their seller protection policy, unless the item is worth more than £150 !

"For transactions equal to £150.00 GBP or more in value, the seller needs to provide proof of receipt (signed, or otherwise acknowledged, by the buyer) in addition to postage and tracking information."

Cat72

I send by courier and email the day before despatch to notify of delivery date and that a signature is essential. SO if the buyer does not respond asking for an alternative date and is not in they get three redelivery charges then It gets sent back.I think this is very fair and would not refund the buyer because they cant be bothered to arrange be in to reieve their item.Especailly if the item is far to big to be sent by normal post.
I state on all my listings that item is sent courier only mon- friday and signature required.To be honest but I have had this probalby with smaller recorded delivery item where the post ofice has returned them- so In my eyes it is the buyers responsability to make arrangements to collect/ aletnative date. So I sure would not have refunded.You have now lost out your postage costs- and the buyer could have deliberately done this as they decided they did not want the item.