To ask what happens if a signed-for parcel is sent to (and accepted by) the wrong address??

[UncleBunclesHouse]

Item of more than £400 value was returned by courier to a small seller 2 weeks ago, no refund yet forthcoming, have messaged them to follow up. They have asked where I sent it back to, which was the address listed on the website. They say they have now moved.

Now I don’t know what has happened to my parcel!! They said they were going to go to the old address to see if they could retrieve it but it has all gone quiet. I’m getting a bit worried. Does anyone have any experience of this and know how I’m best to deal with it? I could really use the money back ASAP!

I'd say that was their fault for not updating their website

Have you taken a screenshot of the website with the wrong address on it? Kept all written communication with the seller, including proof that they agreed to refund if you returned it and then admitted the website was wrong by saying oh yes, we moved?

They should refund you if they agreed to do so and the error is with them. Worst case scenario you may need to initiate a chargeback via your credit card provider or even look at the small claims procedure.

Hopefully it will not come to that, it is their mistake and if you have a paper trail you should get it back eventually.

Did any paperwork come with the parcel with a returns address on? I’m Thinking did they update the paperwork and not their website.

If they haven’t updated their info that’s their problem not yours.

The paperwork that came with it had the ‘old’ address, as did the website at the time of me organising the courier. It’s now changed on the website. They say they changed it 2 days before they moved...

@Flowerlane it will be hard to prove that the site said this address when I organised the courier though I think...?

Surely it depends on the timescale between you sending it back and them moving? If they'd changed it on their website why would you send it to their old address, and would you even have known it??

@PlantPotPat I’m not sure how I could prove anything on that question though...

Just looked back and I booked with the ‘old’ address with the courier on 17 Feb and it was delivered on 22nd

They can't expect you to know they were moving, they needed to tell you explicitly in advance. I'm sure they'll get the parcel back, but they will need to refund you regardless.

If the old address is on the paperwork then it's absolutely not your fault that you sent it to that address, regardless of whether or not the website had been updated at that point - how would you have known to check the address that was provided on the paperwork?

If you sent it back to the address on the paperwork, you've not done anything wrong and they should refund you.

Their mistake.

I had been in touch with them to agree the refund and they didn’t mention anything about moving so I suppose yes how would I know

@UncleBunclesHouse there’s a website called wayback machine that shows old versions of a website. Try that?

@MumUndone

If the old address is on the paperwork then it's absolutely not your fault that you sent it to that address, regardless of whether or not the website had been updated at that point - how would you have known to check the address that was provided on the paperwork?

Yeah this. You would just return it to the address on the paperwork not expect to check it.

Update: this gets weirder!

The seller says the property the parcel was delivered to has been empty since 15th February when they moved out. The parcel was signed for at this address on 23rd February with a name. Now what!!? I have contacted the courier, they were very helpful but apparently not a lot they can do at this stage other than send a local driver to the address to try to collect it and take it to the new, correct address. But if there is no one there I have no idea how that will work. This is getting pretty stressful

What have the sellers said about refunding you? I’d state to them that you sent it to the address on the paperwork and they need to refund you, please let you know when they have done this. It’s their problem, not yours.

@Racoonworld I am waiting for them to send me a copy of my sales invoice via email, as after I sent the parcel back I stupidly threw it away, thinking it was done and dusted. Once I have this I need to ask for my refund don’t I...

@Racoonworld not sure what happens if they say no, because they don’t have it back

This all sounds dodgy as fuck. Legally you’re perfectly in the right, but this stinks of a scam to me.

@ChristOnAPeloton I’m starting to think that way a bit myself :(

All sounds very dodgy to me

Tell them to refund your money the filthy scammers as it's not up to the consumer to check their paperwork address is correct, and they can fucking well go and get the parcel from their old premises, the lazy fuckwits.

Maybe slightly more politely than that, but you get the gist. Keep on at them until they refund you.

@Graciebobcat they are saying now they have been to the old address look but no one there! I assume if it is never retrieved their business insurance would cover?! I don’t know...am hoping so I guess, they are more likely to refund me if they are compensated 🤷‍♀️

Did you pay by credit card? Visa and MasterCard tend to be very good at withdrawing payment when retailers behave particularly badly.

@MRex

Did you pay by credit card? Visa and MasterCard tend to be very good at withdrawing payment when retailers behave particularly badly.

I was just going to say this is your best option now if possible.

Why would an old address be included if they knew they were moving. They should of informed you straight away. I think they are trying it on.