Buyer claims item was never delivered, do I need to refund?
Answered
Kia ora, I sold an item and shipped it as soon as payment was made. The item was delivered (according to the courier tracking) 2 weeks ago. The buyer has emailed me 2 weeks after delivery saying it’s never arrived and have I shipped it. I’ve sent them the tracking details and told them it was signed for by someone (a different name from the buyer), there is evidence of the signature but no photo evidence from the courier. I don’t know if they are telling the truth or trying to get a free item do I need to refund them? I admit I did forget to send the buyer the tracking details at the time, which is unusual for me. I did use the exact address they sent me so I’m feeling like my job is done or should I be refunding them? And if I refund them is it just the price of the item or shipping as well
Edit:
They emailed back a bit later saying they found the item but very helpful comments, thanks!
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flossy63 Community SuperuserEditedEvening,
If Item has been proven by courier it was delivered, no you do not have to refund, you have completed your side,
Buyer needs to provide delivery Instructions with a safe place for parcel to be left,
if it has been left by a door etc. as no delivery instructions and been taken, that is at Buyers the risk,
Do not refund if it has been delivered, as some still try to get refunds and freebies,
I have this on my auctions, so now they do not even try and say not delivered, as before compulsory tracking, it was rife people claiming they were not getting their parcels, but as soon as you say I will start a claim, miraculously the parcel suddenly turns up so you do not lodge a claim, even delivered Sunday afternoon??? Lol!, one person got investigated as making false claims, as address use to go on system when sellers lodged a claim, so after a number claims made on an address, the addresses were then investigated,
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Callum Community SuperuserHello Rosie. You didn't say if your buyer came back to you after you sent them the proof of delivery info. If they are still saying they didn't get the item you could/should open a claim with the courier. They will be able to provide further info and do a GPS check. You can encourage your buyer to open a dispute here on Trade Me also. That will help you out, as Trade Me will also likely find in your favour. Useful down the track if it gets to the stage of feedback etc.
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