Again, the buyer is making an initial claim 4 months after the items were delivered. 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. POWERmellon 2019-03-27 21:34:14 UTC #16. 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. 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. Correct, it was not the seller's fault that the package was lost and she is not legally responsible. Triple check that the address printed on the package is the same address included in the order. 5 months ago Charles Contreras. At that point, it's up to the buyer to find the package. I’m going to give a different perspective than the other person who answered your question. 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. If a package is lost or stolen, the recipient has a claim against the sender for failure to deliver the goods. 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. If there is any sign that a mistake on your part resulted in the lost package, reimburse your customer immediately. It strongly suggests that the package was delivered to the wrong address. after 10 days of delivery, buyer contacts me that she never got it and asking me if I had a insurance. Seller's obligation is completed, and if buyer opened a case, Etsy would immediately close it. As we approach prime package theft season, I was hoping someone could provide me information on who is legally liable for stolen packages? A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. We also don’t get paid unless you do– so we’re certainly invested in your success! (Theft after delivery is the buyer's responsibility) They should insure or self-insure as @nineteen27 indicated. 1 0. 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. 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. As we approach prime package theft season, I was hoping someone could provide me information on who is legally liable for stolen packages? To avoid that, delivery companies suggest requiring a signature. Here's how to remedy the situation ASAP. Your contract is with the postal service, if they lose the item then you will have to claim from them. They weren't able to recover the package and had me present proof of the value of the item and shipment and reimbursed me for the lost package. The only thing that is their responsibility is properly packing the item. She may need to file a stolen goods report with the PO and the police. Triple check that the name printed on the package is the same name included in the order. If you were smart you … This gives you ultimate control and transparency in the marketplace to make an informed decision. 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. Here in Australia, if an item is still in transit and not yet delivered, it's up to the seller to investigate. 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. Once a package is shown in tracking as Delivered, neither the seller, eBay or Paypal is responsible in any way for the package. The best call is to just contact the seller at this point. 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 involves checking off a to-do list of proper shipping: Following all of these steps can make it much easier to avoid chronically lost packages. Once the package is marked as delivered you cannot be responsible for it. I know because I've done this before myself and I never received the package. You receive a customer complaint. The seller can work that amount into the price of the item or handling cost. This requires the tracking … 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. If you paid for insurance on your shipment, you will also have additional coverage to help you out. Obviously, if you printed the wrong address on the shipping label, didn’t include a return address, or poorly packaged the item, it’s 100% on you to compensate the customer with a new shipment or a refund. Yes, it is the seller's responsability to insure the package - since it protects them. It's the fault of the USPS, so therefore the buyer should file a claim with the USPS, or ebay not the seller. Always fill in the “return to sender” section of your package’s postage label. We_Sell_Stuff … Seller’s Guide on Stolen Amazon Packages. It's not in their possession anymore. The buyer is irate at the seller who is completely blameless. A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. Over the past 15 years, the USPS has lost between 10-20 parcels. Maybe a neighbor has it. Neighbor? Seller’s Guide on Stolen Amazon Packages. Who Is Responsible For a Lost Package: Buyer or Seller? OK, this has been asked in a range of ways, as though someone does not want to pay for something because it was 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. You accepted the funds before the buyer received the package. You might want to put some pressure on UPS to investigate further. That’s why we created The Package Guard Guide to a Lost or Stolen USPS Package. The dispute is between the payer of the postage and Royal Mail. Have you asked family/house mates if they brought it in and put it somewhere? I had an $1800 package stolen from the front of my home at Christmas time. This is typically the marketplace standard. Next, call up the customer service line for your mail carrier. eBay gave them a $250 refund. Or at the very least, you can be compensated for the negligence of the carrier. It is up to you how you want to handle the situation with the buyer. 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. 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. Maybe its in the bushes. @RiverCityJACI think it is quite possible that the buyer might be telling the truth. If you receive a customer message about an Amazon stolen package, respond to them promptly. 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. This is unbelievable. We’re focused on lowering your bills with current vendors or service providers and go out of our way to price their competition. 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. If you and the buyer agree on the address, then the buyer should ask his/her mail carrier where the package was placed. Why would you send another or refund if she has it? So if the buyer wasn't watching tracking every single day, I could see it being 10 days before they would realize it hadn't delivered. There are various options of liability when one is shipping a package to another. Garage door? 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. Maybe I should, but I don't. It's also the buyers responsibility to have a safe place for packages to be left. If not, it's the customer's problem. Always include a “return to sender if undeliverable” statement on your shipping labels. Did the buyer provide a current, correct and complete address? Item sold, shipped and shows 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. Unfortunately, package theft is on the rise as more and more shopping is done online. 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? Seller must keep receipt for postage to send the buyer should an item get lost. Etsy Seller 01-24-2019 12:34 PM. Please dont automatically think that shes a grifter like @RiverCityJAC believes. What is the law? Stolen? Am I responsible? 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. Package Policy in Practice. Choosing an Electricity or Natural Gas Supplier in New York State. 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. I don't think even with insurance, it won't be covered as it shows delivery, am I right? In these circumstances, the package would be their responsibility. And we certainly don’t want that. Most carriers provide an online claims process through which you can report your stolen package. Possible stolen package, delivered by FedEx. No, you are not responsible unless you sent the package to the wrong address. I'd leg it out. How could it be? eBay gave them a $250 refund. Consider insurance for your packages and shipments. As sellers we’re responsible for the type of shipping we choose, whether insured, whether reliable, or not. Nuts. 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. The seller is always responsible for ensuring that the package is delivered to the customer. If you have not received your item, in this instance YOU will need to file a claim with your post office or Fed Ex. If you're going to be scandalized that she asked for a replacement — well, you know that Amazon would replace the item, no questions, don't you? 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. I've had a customer say they didn't receive the package even though tracking said delivere. I'm not expecting even within the US deliveries for about two weeks or more. Contact USPS and get the GPS coordinates of the delivery scan. 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. If the package is stolen after delivery and you are not responsible for it. Sometimes package scanned as delivered shows up a few days afterwards. Therefore, the answer to what happened to it must lie with her mail carrier and local post office. I wouldn't inherently believe this customer right off, but I wouldn't disbelieve either. 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. Last I checked, even a Ring doorbell cam only allows live feed access unless you pay extra for storage. 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. @quadpco I don’t understand- she has the packagebut her camera does not show it being delivered? If Etsy closes that … 1. I believe the customer until conversations prove that something is quite right with their story. This field is for validation purposes and should be left unchanged. Reply. File a claim immediately. 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. When you open your case you will file as Not As Described. While that process is taking place, look into the data you have on the package. Is It UPS Responsible For Stolen Packages? You can help the customer by having her PO check the GPS, and having her ask her neighbors. Package Guard Guide to a Lost or Stolen USPS Package Losing a package sucks! Make sure that those labels are securely fastened and adequately taped to the package. This means everything from tracking numbers to shipping or delivery notes to receipts. It is simple contract law to be honest. 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. If the delivery person has to leave it on the porch where anyone can see it, then it's hardly your issue. Way2Shop 2013-03-12 02:37:42 UTC #1. Contact your seller. In the e-commerce world, lost mail can become a big problem for merchants and consumers. POWERmellon 2019-03-27 21:34:14 UTC #16. 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? Having your Amazon package lost or stolen is always a nightmare. @RiverCityJAC Deliveries are taking longer and I don't track daily all of my purchases. 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. 1. No, if delivered it's out of your hands. I smell a grifter. Is the Buyer or Seller Responsible For a Lost Package? You receive a customer complaint. Online transactions usually involve all sorts of contracts that most people don’t pay attention to. You are asking only that the package reach its destination and certifying that the company's responsibility ends with dropping the package at the door. 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 mis-delivered, refund or replace. Re: Am I (seller) responsible for lost / stolen package after delivered? And we certainly don’t want that. Once you’re positive the package is MIA, there are a few things you can do next. Is It UPS Responsible For Stolen Packages? And one of the industry leaders is ProfiTrust. Yes, when you send a package you enter into a contract. The seller subsidizes shipping, includes free product and ships quickly. This is also very useful in case you need to fill a lost mail claim and need to build a case. UPS, DHL and USPS all said that if a package was delivered to the right address, they're not responsible. 5 months ago Charles Contreras. Same house number, different street? Andy Your contract is with the postal service, if they lose the item then you will have to claim from them. The seller is most definitely responsible until the package is marked delivered. 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. Because that one is not happened by him, right ? Therefore the seller is responsible for getting the item [as described] to the buyer and that's what they have committed to. Make sure that the necessary labels are all included on the package. Nuts. Having your Amazon package lost or stolen is always a nightmare. As a buyer from another company earlier this year I had a package show as delivered that we didn't receive. In case a package is truly lost, the buyer will naturally want a refund or a replacement. The seller is always responsible for ensuring that the package is delivered to the customer. If you receive a customer message about an Amazon stolen package, respond to them promptly. The best call is to just contact the seller at this point. If the prospect of dealing with lost packages seems daunting, there are options available. What is the law? 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. Obviously, if you printed the wrong address on the shipping label, didn’t include a return address, or poorly packaged the item, it’s 100% on you to compensate the customer with a new shipment or a refund. they do not because why should they lose any money that would be terribly unfair wouldn't it! If your tracking says delivered, you have done all that is required of you. Maybe someone brought it inside and forget to tell your customer. 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. 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. And now buyer claims her camera doesn't show delivery? The consignee/payor. Correct, it was not the seller's fault that the package was lost and she is not legally responsible. Vang said it’s often the seller’s responsibility to have insurance. That should solve the mystery. We are one of the few risk-free ways to cover your bases operationally. Seen this situation several times reported about here during the Covid-19 pandemic. 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. We let them know we will provide the information emailed to us for the claim. Once tracking proves delivery was made is the seller still somehow responsible for the item if it gets stolen? after 10 days of delivery, buyer contacts me that she never got it and asking me if I had a insurance. 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. @sharonjenkins1 I think the upshot is that the package was scanned as Delivered. FedEx responded by sending tips to protect your parcels. UPS will be held liable for such losses. Did you include all of the right information on the package? We_Sell_Stuff … You must refund in full (including the shipping) if the customer did not get their package.
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