@sharonjenkins1 USPS may pay out if the GPS shows it was delivered to a wrong address and is not recoverable from that address. If it's marked as delivered, the seller isn't responsible unless she wants to help the buyer out... but certainly is not obligated to do so, nor is seller obligated to send a replacement. The reality is that -- whatever your package policy and however clearly stated -- you will probably still get calls from angry customers if their goods don't arrive in time for Christmas, or at all. Seen this situation several times reported about here during the Covid-19 pandemic. Ensure them that if the package is not found, you will work on reimbursing them immediately. And one of the industry leaders is ProfiTrust. It strongly suggests that the package was delivered to the wrong address. The dispute is between the payer of the postage and Royal Mail. Keep in mind that if the customer is not present to pick up the package, and the mail carrier leaves a notice, it is then essentially “delivered.” You are not in control of the customer not being home or providing an incorrect address. You accepted the funds before the buyer received the package. If for whatever reason the package is lost and then found, it can be returned to your business, and you can figure out what the next appropriate steps to get the package to the customer should be. Once it is scanned as delivered you’re obligations as a seller are done. 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. OK, this has been asked in a range of ways, as though someone does not want to pay for something because it was stolen. General Selling Questions. You might want to put some pressure on UPS to investigate further. Therefore the seller is responsible for getting the item [as described] to the buyer and that's what they have committed to. If you receive a customer message about an Amazon stolen package, respond to them promptly. To maintain your customer satisfaction rate, it should be a major priority of any online business to actively avoid lost packages. We_Sell_Stuff … Have you asked family/house mates if they brought it in and put it somewhere? I'm not saying that's what you should do, but I am saying that it's a rather unfortunate (for us small sellers) sign of the times in which we live. Also we are doing a lot of online purchasing due to the shut down and many companies are breaking shipments up in to multiple shipments which is making it really hard to keep track of what has delivered and what has not. Trust the Pros for Your Business’ Shipping Needs. 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? 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. Sometimes package scanned as delivered shows up a few days afterwards. Correct, it was not the seller's fault that the package was lost and she is not legally responsible. When we shipped another item (signature receipt) the PO clerk handed them the first package with the second package! Always include a “return to sender if undeliverable” statement on your shipping labels. Here's how to remedy the situation ASAP. Q: If a package delivery service such as FedEx, UPS or the postal service leaves a package by one’s door and the package turns up missing, who is responsible for Who Holds the Postal Service Responsible for Lost : by: Xander : Wed May 13 20:50:11 2015: I don't know why some sellers lose more packages than others but it does seem to vary from one seller to the next. One surefire way to zap the joy out of the holiday season is to receive a package that's been damaged—or not to get it at all. Your contract is with the postal service, if they lose the item then you will have to claim from them. If TEN (10)days after receiving notice of delivery and they are just getting around to noticing, there is some major disconnection somewhere. Signature confirmation is required by ebay/paypal for anything over $750 - even if the buyer doesn't like it. 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. A refund or replacement is in order to maintain personal integrity and keep from losing future business because of a bad review. Triple check that the name printed on the package is the same name included in the order. Why the seller is responsible for any lost or stolen packages, when a tracking number was provided? The buyer is irate at the seller who is completely blameless. I wish you the best of luck getting this sorted out though. ProfiTrust reduces indirect operating expenses by offering clients some of the lowest rates in the Country as a result of our purchasing power. What Should I Do if a Customer’s Package is Lost During Shipping? In these circumstances, the package would be their responsibility. To avoid that, delivery companies suggest requiring a signature. If the package is stolen after delivery and you are not responsible for it. Re: Am I (seller) responsible for lost / stolen package after delivered? If you have not received your item, in this instance YOU will need to file a claim with your post office or Fed Ex. This requires the tracking … The most important thing you can do is be very proactive. Still, lost mail seems to be a prevailing issue, whether it is because of a tiny incorrect detail or the negligence of the mail carrier. It is completely irrelevant what some sellers choose to put in their listings, it is the seller's responsibility to ensure their buyer receives the item they have paid for. Amazon has shaped what people expect from mail order these days, just as Costco's notoriously free return policy shaped expectations in brick and mortar for a while. If you are ready to save money for your business, please schedule your complimentary 15-minute discovery call with Ben. Here in Australia, if an item is still in transit and not yet delivered, it's up to the seller to investigate. If the seller can show tracking that the item was delivered (which it apparently was), we can't hold them responsible for it walking off. I can not stress enough the importance of having a viable shipping address. As we approach prime package theft season, I was hoping someone could provide me information on who is legally liable for stolen packages? That means total control and total transparency in the marketplace for you. Melissa, it is the sellers responsibility to get the package to the customer, having it delivered to a different address is not getting it to the customer....you need to claim of the shipper for delivering it to the wrong address...for as much as you insured it for, and refund the customer in full. 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? Whose responsibility is it to ensure full delivery, and who pays for a stolen package? You have contracted with the seller to deliver to you some merchandise. (Theft after delivery is the buyer's responsibility) They should insure or self-insure as @nineteen27 indicated. POWERmellon 2019-03-27 21:34:14 UTC #16. Once a package is shown in tracking as Delivered, neither the seller, eBay or Paypal is responsible in any way for the package. Sign-up for this newsletter to get breaking news alerts sent right to your inbox and to get a heads-up on some of the highlights coming-up on the radio station. The company they contract with to do the actual delivery is who they hired to do their job. Make sure that those labels are securely fastened and adequately taped to the package. Once tracking proves delivery was made is the seller still somehow responsible for the item if it gets stolen? Sign-up for this newsletter to get breaking news alerts sent right to your inbox and to get a heads-up on some of the highlights coming-up on the radio station. I would politely explain that to the customer. Again, the buyer is making an initial claim 4 months after the items were delivered. @quadpco I don’t understand- she has the packagebut her camera does not show it being delivered? Unfortunately, package theft is on the rise as more and more shopping is done online. If Etsy closes that … Item sold, shipped and shows delivered. 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. Once you’re positive the package is MIA, there are a few things you can do next. The terms of that deal govern the extent to which you can seek reimbursement for a delivery that never arrives. How could it be? Meanwhile, edit your shop FAQs to indicate notification within three days, or similar, if a problem. But from a business point of view, the seller is responsible for shipping/delivery unless agreed otherwise. If your tracking says delivered, you have done all that is required of you. If not, it's the customer's problem. 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. Next, call up the customer service line for your mail carrier. Triple check that the address printed on the package is the same address included in the order. This is also very useful in case you need to fill a lost mail claim and need to build a case. I filed a claim with UPS and they covered it… as they are responsible to make sure the package actually gets to the customer and not just dumped in front of the house. I smell a grifter. @RiverCityJACI think it is quite possible that the buyer might be telling the truth. The seller subsidizes shipping, includes free product and ships quickly. Having your Amazon package lost or stolen is always a nightmare. It's the fault of the USPS, so therefore the buyer should file a claim with the USPS, or ebay not the seller. The seller is always responsible for ensuring that the package is delivered to the customer. If I remember correctly Fedex offers Free signature on items with $500 value or higher. The process for replacing those items and recouping some loss also sucks. Once an item is marked as delivered, it is in the buyers hands. It is up to you how you want to handle the situation with the buyer. Most carriers provide an online claims process through which you can report your stolen package. Any business worth their salt will follow their shipping processes to the T. A good business will triple check shipping addresses and will make sure that their products are packed safely before being shipped out to clients and customers. You did what was required in the transaction, and at most can only supply supporting documentation of a sale receipt and postal receipt with tracking #. BTW, I wouldn't automatically assume grifter... but buyer is unreasonable if she expects an immediate replacement due to the mail service's error in delivery. they do not because why should they lose any money that would be terribly unfair wouldn't it! So in this situation the consignee ( customer ) must not be worry about his package and money. You must refund in full (including the shipping) if the customer did not get their package. 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. This is typically the marketplace standard. Just change your shop's policies to read: Due to the escalation of porch pirates/thefts we are not responsible when the carrier says your items was delivered, we take them at their word. Contact your seller. Did you suggest that she check with neighbors and her local post office, as others have suggested? I know because I've done this before myself and I never received the package. Packages do get stolen from people's porches and apartment entryways. Andy Way2Shop 2013-03-12 02:37:42 UTC #1. I'd leg it out. And we certainly don’t want that. Buyer claims their item was stolen after tracking showed it was delivered. I had one guy say he was going to do a charge back because it was our fault his package got stolen out of his mail box. Seller must keep receipt for postage to send the buyer should an item get lost. What does the tracking number page say? CJAD 800 - Breaking News Alert / What’s On; Be the first to know! I'm not expecting even within the US deliveries for about two weeks or more. Whether a delivery company will reimburse you for a stolen or lost package depends on a number of different factors, most importantly your contract. But collecting on a package stolen off your doorstep can be easier said than done. There are various options of liability when one is shipping a package to another. That’s why we created The Package Guard Guide to a Lost or Stolen USPS Package. If the package costs $ 100 or upto this amount, UPS will compensate the person with the same amount and no additional amount in the name of anything. eBay gave them a $250 refund. Because that one is not happened by him, right ? Package Guard Guide to a Lost or Stolen USPS Package Losing a package sucks! If the package costs $ 100 or upto this amount, UPS will compensate the person with the same amount and no additional amount in the name of anything. 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. Or at the very least, you can be compensated for the negligence of the carrier. As a former Postal Supervisor I can tell you that unless you insured that package you are going to be the one who is going to have pay the buyer their funds back. @sharonjenkins1 I think the upshot is that the package was scanned as Delivered. Maybe its in the bushes. 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. They can basically do that any way they want. 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. Often, it’s up to the seller of to ensure that you receive your package. The package was marked as delivered. 1. A refund or replacement is in order to maintain personal integrity and keep from losing future business because of a bad review. Actually, her story makes sense and is somewhat helpful. When it comes to other things that could be out of your hands in the shipping process, you’re still going to be responsible for the product. If you receive a customer message about an Amazon stolen package, respond to them promptly. ... 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! by quadpco. Yes, when you send a package you enter into a contract. There is really nothing else you can do. Packages do get stolen from people's porches and apartment entryways. Stolen? Online transactions usually involve all sorts of contracts that most people don’t pay attention to. The seller posts the item/s on behalf of the buyer who has paid the postage cost. Maybe I should, but I don't. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The USPS does not except as noted in previous posts. Maybe she wasnt tracking it right away and then after awhile, realized she had not received it yet, checked the tracking and then it was shown it was delivered. Once you’re positive the package is MIA, there are a few things you can do next. They did their end, so we wouldn't make them responsible for the USPS's gaffe. Maybe someone brought it inside and forget to tell your customer. If there is any sign that a mistake on your part resulted in the lost package, reimburse your customer immediately. Has happened before. 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. 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