Undelivered parcel - retailer accusing me of theft

cabbage crotch

I placed an order during the Christmas sale with a UK based retailer who I would order from 2-3 times per year. I have had one instance of non-delivery with them about 12 months ago but aside from that the stuff usually gets here, and each order would be around €60. The most recent order failed to arrive and they did not respond to any emails so I opened a Paypal dispute. They emailed right away to say I could expect a letter. From their facebook page and other online review sites I'm not the only one experiencing issues with their deliveries.

The letter that arrived essentially accuses me of stealing both this parcel and the one that didn't arrive a year ago. It was accompanied by a form I must complete or they will not even consider a refund - and the conclusion of the form states that by signing I agree to have my details passed to the police and civil recovery agencies at the convenience of the retailer. They say that according to their 'systems' the parcel was delivered so basically, I'm lying.

I have no issue assisting with any investigation they want to carry out but I have reservations about filling in the form with such a threatening conclusion. Has anyone come across this kind of heavy-handed tactic with an online retailer? And as I paid by credit card through paypal do I have any recourse if they insist the parcel was delivered when it plainly wasn't?

allthedoyles

As long as your Paypal claim is within the time-frame , you are protected .

Winning your case will depend on whether delivery can be proved or not .

I would not fill in any forms , and explain to your seller that the situation is been dealt with by Paypal .

Have a look at the terms and conditions , on the website of the UK retailer that you purchased from , and if it is a hosted website , you could inform them also of your sellers heavy-handed tactics .

ei9go

Ignore all letters from the retailer.

Paypal will refund unless the retailer can provide tracking information showing delivery.

sandin

I can see the retailer's point but their wording is ridiculous.

A huge number of UK online consumers are lying b*stards and will claim breakages, faulty products, non delivery, missing product etc way beyond any other country. - We operate a good sized website with about 15% UK orders and we photograph all items in the box and put a security seal on the closing of the box with signature.

Prior to taking this actio we were getting about 30% rate of claims from UK whilst in Ireland where most deliveries went to it was almost zero.

So whilst I see the retailers point of view, their manner of response is dreadful.

uck51js9zml2yt

Can they prove it was delivered. Prooving it was posted is a different matter. Things can and do go missing in between.

Have you filed a missing parcel claim with An Post?

allthedoyles

Its up to the sender to file a missing parcel claim with his service provider .

The receiver should win his case with Paypal , or otherwise claim chargeback as the transaction was completed using credit card .