Package Policy in Practice. But her security cam footage shows that it was never delivered to her doorstep. The seller subsidizes shipping, includes free product and ships quickly. Maybe I should, but I don't. The seller posts the item/s on behalf of the buyer who has paid the postage cost. Make sure that those labels are securely fastened and adequately taped to the package. I had an $1800 package stolen from the front of my home at Christmas time. And one of the industry leaders is. Correct, it was not the seller's fault that the package was lost and she is not legally responsible. Have you asked family/house mates if they brought it in and put it somewhere? I would politely explain that to the customer. 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. File a claim immediately. If you paid for insurance on your shipment, you will also have additional coverage to help you out. If the prospect of dealing with lost packages seems daunting, there are options available. 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. Buyer has the responsibility to ensure the delivery address is safe. Having your Amazon package lost or stolen is always a nightmare. Or at the very least, you can be compensated for the negligence of the carrier. 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 not expecting even within the US deliveries for about two weeks or more. This is unbelievable. 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 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. Once the package is marked as delivered you cannot be responsible for it. Once you’re positive the package is MIA, there are a few things you can do next. Unfortunately, package theft is on the rise as more and more shopping is done online. Maybe it was misdelivered. 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 #. 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. Whose responsibility is it to ensure full delivery, and who pays for a stolen package? And now buyer claims her camera doesn't show delivery? Seller must keep receipt for postage to send the buyer should an item get lost. Once tracking proves delivery was made is the seller still somehow responsible for the item if it gets stolen? UPS, DHL and USPS all said that if a package was delivered to the right address, they're not responsible. And we certainly don’t want that. Mostly on this cases, the courier companies are responsible for lost packages. At that point, it's up to the buyer to find the package. I … But from a business point of view, the seller is responsible for shipping/delivery unless agreed otherwise. 1 decade ago . 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. The best call is to just contact the seller at this point. @RiverCityJACI think it is quite possible that the buyer might be telling the truth. Why would you send another or refund if she has it? Anonymous. 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. Ensure them that if the package is not found, you will work on reimbursing them immediately. Yes, when you send a package you enter into a contract. Nuts. If I remember correctly Fedex offers Free signature on items with $500 value or higher. Therefore, the answer to what happened to it must lie with her mail carrier and local post office. The process for replacing those items and recouping some loss also sucks. And one of the industry leaders is ProfiTrust. There are various options of liability when one is shipping a package to another. Possible stolen package, delivered by FedEx. Hopefully the GPS will solve this one. 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. Am I (seller) responsible for lost / stolen package after delivered? @Buntique   Thanks, that is good to know! These could prove to be very useful for finding packages that get lost. Who Is Responsible For a Lost Package: Buyer or Seller? Same house number, different street? Either way I don't think Etsy will make you refund, etc. The buyer is irate at the seller who is completely blameless. If your tracking says delivered, you have done all that is required of you. We are one of the few risk-free ways to cover your bases operationally. No, once the package is dropped off to the shipping company it is no longer the sellers responsibility. 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. 5 months ago Charles Contreras. Buyer claims their item was stolen after tracking showed it was delivered. Actually, her story makes sense and is somewhat helpful. Unfortunately, package theft is on the rise as more and more shopping is done online. 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 after 10 days of delivery, buyer contacts me that she never got it and asking me if I had a insurance. I'd leg it out. Front door? Way2Shop 2013-03-12 02:37:42 UTC #1. Yes, it is the seller's responsability to insure the package - since it protects them. 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. Please dont automatically think that shes a grifter like @RiverCityJAC  believes. When you open your case you will file as Not As Described. Facebook Twitter Pinterest WhatsApp. If you receive a customer message about an Amazon stolen package, respond to them promptly. 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. Was there an attempt to deliver the package and the customer didn’t pick it up? 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. 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 it was mis-delivered then it's up to the buyer to have the local PO find out where it was delivered to and hopefully recover it which they can do with GPS. We_Sell_Stuff … I've had a customer say they didn't receive the package even though tracking said delivere. But collecting on a package stolen off your doorstep can be easier said than done. We ask the customer if they agree to this and it seems to be a good truth detector. 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. UPS will be held liable for such losses. The best call is to just contact the seller at this point. You might want to put some pressure on UPS to investigate further. CJAD 800 - Breaking News Alert / What’s On; Be the first to know! When we shipped another item (signature receipt) the PO clerk handed them the first package with the second package! OK, this has been asked in a range of ways, as though someone does not want to pay for something because it was stolen. And i am sure he will resend you, your package … There is really nothing else you can do. 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. A refund or replacement is in order to maintain personal integrity and keep from losing future business because of a bad review. Consider insurance for your packages and shipments. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 1. What we do in this situation is tell them that we will file a stolen package claim with USPS (our shipper) and will also need to file a police report. Did you include all of the right information on the package? 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. @sharonjenkins1 USPS may pay out if the GPS shows it was delivered to a wrong address and is not recoverable from that address. Did you suggest that she check with neighbors and her local post office, as others have suggested? I’m going to give a different perspective than the other person who answered your question. As a buyer from another company earlier this year I had a package show as delivered that we didn't receive. 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. There are platforms out there that will handle your shipping for you, as well as other operating needs. Whether a delivery company will reimburse you for a stolen or lost package depends on a number of different factors, most importantly your contract. In these circumstances, the package would be their responsibility. Make sure that the necessary labels are all included on the package. 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. Package Guard Guide to a Lost or Stolen USPS Package Losing a package sucks! By getting insurance for your packages, you can essentially shift the responsibility of the package from yourself to the mail carrier. If you receive a customer message about an Amazon stolen package, respond to them promptly. 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. I smell a grifter. You accepted the funds before the buyer received the package. Etsy Seller ‎05-26-2020 10:52 PM. I don't think even with insurance, it won't be covered as it shows delivery, am I right? Contact your seller. Is It UPS Responsible For Stolen Packages? Next, call up the customer service line for your mail carrier. The company they contract with to do the actual delivery is who they hired to do their job. Here in Australia, if an item is still in transit and not yet delivered, it's up to the seller to investigate. More and more holiday shipping is conducted each year online. As we approach prime package theft season, I was hoping someone could provide me information on who is legally liable for stolen packages? 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. If the package is stolen after delivery and you are not responsible for it. Often, it’s up to the seller of to ensure that you receive your package. Is the Buyer or Seller Responsible For a Lost Package? We lower your bills with existing service providers and price their competition. If the prospect of dealing with lost packages seems daunting, there are options available. 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. I agree, 10 days is a long time to wait to notice this. 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. Side door? 10 days AFTER delivery and they claim they never received it? Will shipping insurance even cover it under this … It really depends on the contract in place. Have them contact their local law enforcement and post office to file report from their end. Triple check that the name printed on the package is the same name included in the order. I can not stress enough the importance of having a viable shipping address. It strongly suggests that the package was delivered to the wrong address. Seller’s Guide on Stolen Amazon Packages. I know because I've done this before myself and I never received the package. If you and the buyer agree on the address, then the buyer should ask his/her mail carrier where the package was placed. And we certainly don’t want that. @sharonjenkins1 I think the upshot is that the package was scanned as Delivered. In case a package is truly lost, the buyer will naturally want a refund or a replacement. This field is for validation purposes and should be left unchanged. The buyer is irate at the seller who is completely blameless. No, if delivered it's out of your hands. Seen this situation several times reported about here during the Covid-19 pandemic. Always include a “return to sender if undeliverable” statement on your shipping labels. POWERmellon 2019-03-27 21:34:14 UTC #16. The seller is always responsible for ensuring that the package is delivered to the customer. They can basically do that any way they want. Because that one is not happened by him, right ? Once it is scanned as delivered you’re obligations as a seller are done. FedEx responded by sending tips to protect your parcels. The customer simply spent money for a product they did not receive and bears none of the responsibility – and thus none of the grief. 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. Item sold, shipped and shows delivered. You have contracted with the seller to deliver to you some merchandise. How do we know it’s stolen? Call the post office and ask for GPS coordinates of where the package was left. 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. She may need to file a stolen goods report with the PO and the police. 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. They did their end, so we wouldn't make them responsible for the USPS's gaffe. It is up to you how you want to handle the situation with the buyer. Once a package is shipped, it's out of the seller and ebay's control. The terms of that deal govern the extent to which you can seek reimbursement for a delivery that never arrives. Is the Buyer or Seller Responsible For a Lost Package? ProfiTrust reduces indirect operating expenses by offering clients some of the lowest rates in the Country as a result of our purchasing power. Sounds like it's up to the buyer now to do some investigating. If I remember correctly Fedex offers Free signature on items with $500 value or higher. 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. If you were smart you … Always fill in the “return to sender” section of your package’s postage label. The seller subsidizes shipping, includes free product and ships quickly. It is simple contract law to be honest. Often, it’s up to the seller of to ensure that you receive your package. Has happened before. 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. What is the law? 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? UPS will be held liable for such losses. 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. 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. The package was marked as delivered. So a week or two ago I ordered a computer monitor from the Walmart website. It said it would be delivered the following Wednesday (June 15). 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? This means everything from tracking numbers to shipping or delivery notes to receipts. 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. 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. That’s what good customer service is. @quadpco   I don’t understand- she has the packagebut her camera does not show it being delivered? 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. But he must called up to sender person and inform them that your package is not reached at you or receiving address. From my understanding, USPS shipping insurance cover lost and damaged package, if the package is showed as delivered from tracking ID but the receiver claimed he never got the package, wouldn’t this consider a stolen package rather than a lost package. Contact USPS and get the GPS coordinates of the delivery scan. 1. 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. Facebook Twitter Pinterest WhatsApp. Meanwhile, edit your shop FAQs to indicate notification within three days, or similar, if a problem. 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. Whose responsibility is it to ensure full delivery, and who pays for a stolen 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. A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. If a package is lost or stolen, the recipient has a claim against the sender for failure to deliver the goods. If a package is lost or stolen, the recipient has a claim against the sender for failure to deliver the goods. 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. A refund or replacement is in order to maintain personal integrity and keep from losing future business because of a bad review. and no... you are not responsible but you should always help in any way you can (within reason) to help a customer find a missing package that states it was delivered. It is simple contract law to be honest. General Selling Questions. While that process is taking place, look into the data you have on the package. The short answer is: The seller, which means you, the business owner. You must refund in full (including the shipping) if the customer did not get their package. What Should I Do if a Customer’s Package is Lost During Shipping? The issue of lost mail can lead to trouble. If mis-delivered, refund or replace. eBay gave them a $250 refund. @RamenSandwich   Oh ok, I thought the seller said the buyer had the package. Garage door? 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. You receive a customer complaint. Your contract is with the postal service, if they lose the item then you will have to claim from them. am I responsible for stolen package? I had an $1800 package stolen from the front of my home at Christmas time. 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. Re: Am I (seller) responsible for lost / stolen package after delivered? When the local post office checked the GPS, the carrier had dropped the package off at a neighbors address. Buyer claims their item was stolen after tracking showed it was delivered. Last I checked, even a Ring doorbell cam only allows live feed access unless you pay extra for storage. 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. Reply. ... 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! Once an item is marked as delivered, it is in the buyers hands. 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 requires the tracking … Again, the buyer is making an initial claim 4 months after the items were delivered. Over the past 15 years, the USPS has lost between 10-20 parcels. To avoid that, delivery companies suggest requiring a signature. Maybe I'm lost, but how long do you normally have access to your doorbell camera recordings? The seller is most definitely responsible until the package is marked delivered. This gives you ultimate control and transparency in the marketplace to make an informed decision. Maybe a neighbor has it. Correct, it was not the seller's fault that the package was lost and she is not legally responsible. POWERmellon 2019-03-27 21:34:14 UTC #16. How could it be? If they offer a choice of postage methods including tracked and untracked, if the buyer chooses untracked and they don't receive the package then the seller has to refund in full and then make a claim to the carrier. 0 Likes Share. The only thing that is their responsibility is properly packing the item. Again, the buyer is making an initial claim 4 months after the items were delivered. Maybe someone brought it inside and forget to tell your customer. Not happening, nor should it ... this isn't Amazon, and I wish people would realize they're buying from small, independently owned businesses, not huge corporations with replacement guarantees. Online transactions usually involve all sorts of contracts that most people don’t pay attention to. There are platforms out there that will handle your shipping for you, as well as other operating needs. You might want to put some pressure on UPS to investigate further. 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. 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. If not, it's the customer's problem. Am I responsible? If the delivery person has to leave it on the porch where anyone can see it, then it's hardly your issue. 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. More and more holiday shipping is conducted each year online. 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. The dispute is between the payer of the postage and Royal Mail. A report from August Home Inc found nearly 11 million U.S. homeowners have had a package stolen within the past year. 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. If you have not received your item, in this instance YOU will need to file a claim with your post office or Fed Ex. It's not in their possession anymore. This is typically the marketplace standard. This is an especially good idea if you sell particularly expensive or luxury items. 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. Vang said it’s often the seller’s responsibility to have insurance. As we approach prime package theft season, I was hoping someone could provide me information on who is legally liable for stolen packages? Package Policy in Practice. 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. Seller’s Guide on Stolen Amazon Packages. So in this situation the consignee ( customer ) must not be worry about his package and money. We let them know we will provide the information emailed to us for the claim. @RiverCityJAC  Deliveries are taking longer and I don't track daily all of my purchases. Once a package is shown in tracking as Delivered, neither the seller, eBay or Paypal is responsible in any way for the package. Andy We try to make navigating the system a little […] Nuts. Here's how to remedy the situation ASAP. The issue of lost mail can lead to trouble. Packages do get stolen from people's porches and apartment entryways. Maybe its in the bushes. The USPS does not except as noted in previous posts. (Theft after delivery is the buyer's responsibility) They should insure or self-insure as @nineteen27 indicated. by quadpco. 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. Each district has a security department that handles stolen packages. Having your Amazon package lost or stolen is always a nightmare. 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. This is also very useful in case you need to fill a lost mail claim and need to build a case. 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? The seller can work that amount into the price of the item or handling cost. I believe the customer until conversations prove that something is quite right with their story. I wish you the best of luck getting this sorted out though. (Theft after delivery is the buyer's responsibility) They should insure or self-insure as @nineteen27 indicated. This sort of dispute should have nothing to do with E-bay. As sellers we’re responsible for the type of shipping we choose, whether insured, whether reliable, or not. The seller had fulfilled their obligation to the buyer. What does the tracking number page say? That’s why we created The Package Guard Guide to a Lost or Stolen USPS Package. 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