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Delivery blues

Signed for but not delivered

     
2:40 pm on Mar 23, 2007 (gmt 0)

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Interesting to see what others do in this situation...

Person ordered goods. You send goods via "recorded" delivery.

Person says they haven't received it. Track and trace shows delivered and signed for.

What do you do when this happens?

2:42 pm on Mar 23, 2007 (gmt 0)

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Ask the postal service to confirm where and who they delivered them to.
2:46 pm on Mar 23, 2007 (gmt 0)

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In most cases the name of the person who signed for it is illegible or impossible to trace. In this case what would you do next?
2:50 pm on Mar 23, 2007 (gmt 0)

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We usually ask them to check with the neighbours etc, and often that is what has happened. You can now get the signature from the online tracking system, but it's not usually that helpful. Ultimately you may end up losing regardless as they can always get a chargeback, and then your only recourse is to blacklist them on your site, and register them with services like CardAware so they can't do the same to other merchants.
11:35 pm on Mar 23, 2007 (gmt 0)

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I strongly disagree about losing a chargeback in this case if you have proof of delivery with a signature.

As for the customer, or mail carrier for that matter, well they could be lying. There are dishonest people in this world. Either way it's not really your problem. If you have proof of delivery your off the hook and any further assistance is done from your own free choice and goodwill.

10:45 am on Mar 24, 2007 (gmt 0)

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Person ordered goods. You send goods via FedEx Express from UK to USA.

Person says they haven't received it. Track and trace shows "Left at front door. Package delivered to recipient address - release authorized". Customer was present at delivery address at recorded time of delivery.

Neither the buyer or the seller has authorized release.

Seller has FedEx Proof of Delivery.

1:30 am on Mar 25, 2007 (gmt 0)

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Once again...

You must send your shipments signature required. If you do not do this you are waiving your rights to defend yourself in a chargeback situation. It's similar to telling the post office you don't need insurance. If it breaks you pay. Well if you get a dishonest customer without the required signature service...you pay.