Triple check that the address printed on the package is the same address included in the order. Buyer claims their item was stolen after tracking showed it was delivered. Maybe I'm lost, but how long do you normally have access to your doorbell camera recordings? I’m going to give a different perspective than the other person who answered your question. I’m assuming most packages are the responsibility of the shipper / shipping company for most of the shipping process, but at what point does the liability fall to the ultimate recipient of the package? Correct, it was not the seller's fault that the package was lost and she is not legally responsible. 1 decade ago . I wish you the best of luck getting this sorted out though. File a claim immediately. When you open your case you will file as Not As Described. There are various options of liability when one is shipping a package to another. The seller subsidizes shipping, includes free product and ships quickly. Unfortunately, package theft is on the rise as more and more shopping is done online. The buyer is irate at the seller who is completely blameless. The only thing that is their responsibility is properly packing the item. The customer simply spent money for a product they did not receive and bears none of the responsibility – and thus none of the grief. Has happened before. Or at the very least, you can be compensated for the negligence of the carrier. Maybe I should, but I don't. We lower your bills with existing service providers and price their competition. I smell a grifter. Amazon and other retailers are constantly working to make it ridiculously convenient to do our shopping online, but more online shopping means more opportunity for our purchases to get lost. To avoid that, delivery companies suggest requiring a signature. In these circumstances, the package would be their responsibility. But from a business point of view, the seller is responsible for shipping/delivery unless agreed otherwise. If you were smart you … @RiverCityJACI think it is quite possible that the buyer might be telling the truth. If your tracking says delivered, you have done all that is required of you. Package Policy in Practice. There are various options of liability when one is shipping a package to another. 0 Likes Share. Having your Amazon package lost or stolen is always a nightmare. How do we know it’s stolen? This says "delivered to the wrong address" to me. I’m assuming most packages are the responsibility of the shipper / shipping company for most of the shipping process, but at what point does the liability fall to the ultimate recipient of the package? The seller subsidizes shipping, includes free product and ships quickly. Item sold, shipped and shows delivered. A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. Make sure that those labels are securely fastened and adequately taped to the package. There is detailed delivery confirmation including point-by-point tracking but the buyer says the package was stolen and the seller is responsible for replacement. ... eBay want eBay to be squeaky clean experience for both buyer and sellers then maybe they should except some of this responsibility of lost/stolen items on themselves! If I remember correctly Fedex offers Free signature on items with $500 value or higher. A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. If you require no signature, then it is also much easier for a package that actually disappeared en route to be classified as a package stolen later. am I responsible for stolen package? Why should a seller be responsible for items lost by Royal Mail. No, you are not responsible unless you sent the package to the wrong address. Maybe someone brought it inside and forget to tell your customer. If this is something you have had happened or are worried about please have items shipped to a secure location such as your work address or your post office or Fed Ex office to be picked up. The seller is most definitely responsible until the package is marked delivered. Respond to your customer’s inquiry as quickly as possible and make it very clear that you’re on the case to find their package. 1 0. Chronically lost packages can be bad for your business, and disappointed customers are likely to share their experiences online– which in turn could lead to poor brand reputation. Reply. If you are ready to save money for your business, please schedule your complimentary 15-minute discovery call with Ben. Maybe its in the bushes. Hopefully the GPS will solve this one. Vang said it’s often the seller’s responsibility to have insurance. These could prove to be very useful for finding packages that get lost. Save every last bit of your shipping information. after 10 days of delivery, buyer contacts me that she never got it and asking me if I had a insurance. This essentially means that as an e-commerce seller, you are responsible for the package until it is officially delivered– even though the package is no longer in your possession. (Theft after delivery is the buyer's responsibility) They should insure or self-insure as @nineteen27 indicated. Same house number, different street? It is up to you how you want to handle the situation with the buyer. CJAD 800 - Breaking News Alert / What’s On; Be the first to know! We also don’t get paid unless you do– so we’re certainly invested in your success! Just about every online business will face this issue in some way, which eventually begs the question– is lost mail my responsibility as a business owner, or the responsibility of the customer? Stolen? However, she should feel her responsibility is to do the right thing and see that her customer, who is also not at fault, is not out of pocket. I have fortunately not had the experience, but I believe it is true that USPS won’t pay out insurance when an item is marked as delivered. According to ebay and paypal seller protection rules, you are not responsible if the ups says that the item was delivered as you have fulfilled that obligation. ProfiTrust can help you save money on your e-commerce business and make sure you aren’t overpaying when it comes to your operating expenses. Often, it’s up to the seller of to ensure that you receive your package. The company they contract with to do the actual delivery is who they hired to do their job. There are platforms out there that will handle your shipping for you, as well as other operating needs. they do not because why should they lose any money that would be terribly unfair wouldn't it! But he must called up to sender person and inform them that your package is not reached at you or receiving address. Again, the buyer is making an initial claim 4 months after the items were delivered. Once tracking proves delivery was made is the seller still somehow responsible for the item if it gets stolen? @quadpco   I don’t understand- she has the packagebut her camera does not show it being delivered? To avoid that, delivery companies suggest requiring a signature. I know because I've done this before myself and I never received the package. What is the law? I've had a customer say they didn't receive the package even though tracking said delivere. Make sure you have entered the tracking number into the order so that if the buyer opens a case it should close automatically in your favour. Way2Shop 2013-03-12 02:37:42 UTC #1. I got another message from buyer saying the package is delivered but her camera not showing package and asking me to send another one or credit. This gives you ultimate control and transparency in the marketplace to make an informed decision. Speaking strictly from amazon’s point of view and not from legal point of who’s responsible and who not this is how it is. Whose responsibility is it to ensure full delivery, and who pays for a stolen package? And i am sure he will resend you, your package … The purchaser's contract is with you and if you do not make sure that the item is delivered to him then he will claim from you. If you have insurance through the company that sells it when you buy postage on Etsy, they will pay if it is stolen after marked delivery. As a buyer from another company earlier this year I had a package show as delivered that we didn't receive. Speaking strictly from amazon’s point of view and not from legal point of who’s responsible and who not this is how it is. Packages do get stolen from people's porches and apartment entryways. If the seller cannot resolve your stolen package issue, they will often shift responsibility to the shipping company, in which case you will have to file a claim with the shipping carrier as well. You receive a customer complaint. Did the buyer provide a current, correct and complete address? Did you suggest that she check with neighbors and her local post office, as others have suggested? You must refund in full (including the shipping) if the customer did not get their package. Facebook Twitter Pinterest WhatsApp. I agree, 10 days is a long time to wait to notice this. Neighbor? That should solve the mystery. And now buyer claims her camera doesn't show delivery? It strongly suggests that the package was delivered to the wrong address. Unfortunately, building a case for a lost mail claim can often be difficult to do as well as time-consuming. The sender will likely replace the goods, possibly with some sort of sweetener to satisfy the recipient, and then look to UPS for compensation on whatever terms they’d agreed to in their contract. Contact your seller. Garage door? Consider insurance for your packages and shipments. It really depends on the contract in place. That means total control and total transparency in the marketplace for you. Meanwhile, edit your shop FAQs to indicate notification within three days, or similar, if a problem. The seller posts the item/s on behalf of the buyer who has paid the postage cost. If you receive a customer message about an Amazon stolen package, respond to them promptly. Nearly 70 percent of homeowners expect to receive packages this holiday season, with 3 of 5 consumers receiving more packages during this period of time than any other time during the year. It's not in their possession anymore. Package Policy in Practice. 5 months ago Charles Contreras. Once the package is marked as delivered you cannot be responsible for it. In which case the best thing the seller can do is to suggest actions the buyer can take to track it down — which buys more time for it to turn up. If you are an Amazon Seller, the buyer’s report and A-to-Z guarantee claim is a very serious matter and should always be considered as top priority. If the item is an inexpensive item with a small shipping fee you could offer to resend but I would wait a few days first to see if the package arrives. That’s what good customer service is. Package Guard Guide to a Lost or Stolen USPS Package Losing a package sucks! 5 months ago Charles Contreras. This means everything from tracking numbers to shipping or delivery notes to receipts. The terms of that deal govern the extent to which you can seek reimbursement for a delivery that never arrives. Therefore the seller is responsible for getting the item [as described] to the buyer and that's what they have committed to. More and more holiday shipping is conducted each year online. So in this situation the consignee ( customer ) must not be worry about his package and money. If Etsy closes that … Either way I don't think Etsy will make you refund, etc. Why would you send another or refund if she has it? If TEN (10)days after receiving notice of delivery and they are just getting around to noticing, there is some major disconnection somewhere. Yes, when you send a package you enter into a contract. Unfortunately, package theft is on the rise as more and more shopping is done online. The dispute is between the payer of the postage and Royal Mail. Therefore, the answer to what happened to it must lie with her mail carrier and local post office. Ensure them that if the package is not found, you will work on reimbursing them immediately. I wouldn't inherently believe this customer right off, but I wouldn't disbelieve either. The seller had fulfilled their obligation to the buyer. 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