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UPS says delivered - customer says not recieved
what can we do?
BradleyT




msg:654648
 8:46 pm on Oct 26, 2005 (gmt 0)

The UPS tracking number says the item was delivered. The customer claims he never received it (which is believable considering UPS will leave stuff outside on doorsteps everywhere I've lived) and is complaining to us.

Whose at fault here and what can we do in a situation like this?

 

jwolthuis




msg:654649
 8:51 pm on Oct 26, 2005 (gmt 0)

Did you require a signature, or did you allow 'Carrier Release'?

Rugles




msg:654650
 9:12 pm on Oct 26, 2005 (gmt 0)

Contact UPS regardless of which option you choose for delivery. Plus, if the driver did get a signature, see who signed for it.

Sometimes the shipper loses out in these situations because what are you going to do, call the customer a liar?

wifi on the fly




msg:654651
 9:20 pm on Oct 26, 2005 (gmt 0)

Just call UPS and file a claim with them. Tell them your customer claims they never got the package. Then they will send the driver out to find out what is going on, when the driver can't find it they will send you a claim form which you can get everything except the shipping back. I hate when that happens :(

BradleyT




msg:654652
 9:45 pm on Oct 26, 2005 (gmt 0)

No we didn't require a signature it was a small $50 order. (Oops I thought that cost more but my boss says it doesn't - it's just likely to cause more returns for residential deliveries).

Thanks, we'll contact UPS and see if we can file a claim.

Frequent




msg:654653
 9:52 pm on Oct 26, 2005 (gmt 0)

If you look at the tracking sometimes the driver will leave a cryptic little note regarding package placement, usually in the form of a funny name. For instance delivered to Mr. Undergrill, meaning he left under the grill. I've seen some pretty crazy stuff on our UPS tracking.

I've also had customers call 2 months after the order shipped claiming they never recieved it only to find out that it was delivered to Mr. "insert your clever place here" and when the customer checks...sure enough, there it is having sat there (sometimes in the weather) for 2 months.

Freq---

skyhawk133




msg:654654
 1:06 am on Oct 27, 2005 (gmt 0)

^^^^ exactly! "a big"internet company sent me a product and the person who signed the package was O.Sidegate. Sure enough there it was.. damn rain :(

bullfrog




msg:654655
 6:43 am on Oct 27, 2005 (gmt 0)

Oh, thats what those names mean. I thought it was a gisgruntled neighbor making up names and stealing packages.

allcam




msg:654656
 8:45 pm on Oct 29, 2005 (gmt 0)

We recently send a Royal Mail Special Delivery to a customer who insisted he did not received it, while Royal Mail provided the customer's sigature.

The customer refused to accept the signature belong to him. Royal mail's records shows they tried to deliver twice without sucess, then the customer collected the good. The signatory print the right name of the customer.

Royal Mail refused to make any compensation saying they are not required to verify a signature.

The customer is threatening to hire a lawyer. What can we do?

bullfrog




msg:654657
 10:48 pm on Oct 29, 2005 (gmt 0)

Hire a handwriting expert, and go in to court to defend yourself.

wingslevel




msg:654658
 1:16 pm on Oct 30, 2005 (gmt 0)

As far as UPS packages delivered without a signature, we have had a perfect record of getting UPS to pay (up to $100 + shipping).

Fill out the claims, get your rep involved (if necessary), and you will win.

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