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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Aibu to not refund this buyer?

286 replies

Sellerseller1 · 30/10/2023 14:48

Have an online website selling handmade items.

Buyers item was shipped with royal mail tracked delivery, tracking info says it was delivered to a safe place.

Customer has now emailed to say item must have been stolen from said safe place and therefore they want me to refund.

Aibu to say no? I have sympathy if it genuinely was stolen but firstly I can't just refund everyone who messages to say something has been stolen with no evidence it actually has been and secondly, I've fulfilled my obligation in that it's been sent and marked as delivered on the tracking page.

If they come back and it seems they are actually telling the truth I.e. trying to correspond with royal mail/ the police then I may as a gesture of good will replace it but I don't think I need to straight away? (Or even at all technically).

Fwiw item wasn't cheap and took a lot of work.

OP posts:
CrabbiesGingerBeer · 02/11/2023 22:34

KVick · 02/11/2023 18:05

Op, the seller, did not make up the mailing address !? She sent the package to the address that the buyer told her to send it to and the tracking info confirms that it arrived at that address. Op is not responsible for what happened to it after it reached it's intended destination. And she has proof that it did, indeed, reach the destination. There is no proof that it was stolen.

Legally incorrect.

If the parcel was not handed to the buyer or placed in a safe place chosen by the buyer (not RM) then legally it was not delivered (even if left somewhere at the correct address), the OP has not fulfilled the agreement and the law says she has to replace / refund.

Merryoldgoat · 02/11/2023 23:01

I sell a few bits online and send everything signed for. Why wouldn’t you? Insane not to.

Keeks08 · 03/11/2023 07:33

I work for RM and only the sender can make a claim for loss/compensation then you can refund your customer- I would advise may take a few weeks to investigate though as it may miraculously turn up!

Summerbay23 · 03/11/2023 07:38

dementedpixie · 30/10/2023 15:05

Royal Mails contract is with you not the buyer so its you that needs to contact them.

You need to contact Royal Mail so that they can prove delivery. If the customer chose the safe place then the customer may have to accept it was delivered, if Royal Mail chose the safe place they may have to refund you.

DottyLottieLou · 03/11/2023 07:53

The item has been delivered to designated safe space. Your job is done. Anything further would be goodwill on your part and is entirely up to you. If she wants to claim on insurance she needs to report to the police and get a crime number. They won't investigate, its just for the number. You can't claim off Royal Mail. They did their job too.

margotrose · 03/11/2023 07:58

DottyLottieLou · 03/11/2023 07:53

The item has been delivered to designated safe space. Your job is done. Anything further would be goodwill on your part and is entirely up to you. If she wants to claim on insurance she needs to report to the police and get a crime number. They won't investigate, its just for the number. You can't claim off Royal Mail. They did their job too.

This is only correct if the buyer chose the safe space.

Often, RM will dump your parcel on the doorstep or in a bin or behind a plant pot, label it a "safe space" and claim it's delivered.

If that's the case and the parcel has now gone walkabouts, RM are at fault and will need to compensate the OP, who needs to compensate her customer (either with a replacement or a refund).

Coffeerum · 03/11/2023 07:58

DottyLottieLou · 03/11/2023 07:53

The item has been delivered to designated safe space. Your job is done. Anything further would be goodwill on your part and is entirely up to you. If she wants to claim on insurance she needs to report to the police and get a crime number. They won't investigate, its just for the number. You can't claim off Royal Mail. They did their job too.

Untrue. Stop dishing out shitty advice when you don’t know what you’re talking about.

Tambatamba · 03/11/2023 07:59

Royal Mail will only deliver to a safe space if that has been agreed with the person who is having post delivered. So the customer will at some time have chosen this space. They don't just dump things like other companies! RM will usually take parcels back to the delivery office and tell you you need to collect it. UNLESS of course, it wasn't sent as tracked.

Isthisasgoodasitis · 03/11/2023 08:02

You need to raise a claim with Royal Mail for the full value they’ll investigate if she’s authorised the safe place it’s on her if not you will be refunded to refund or replace item it’s your contract with Royal Mail as you requested it but you both need to argue with them

margotrose · 03/11/2023 08:07

Tambatamba · 03/11/2023 07:59

Royal Mail will only deliver to a safe space if that has been agreed with the person who is having post delivered. So the customer will at some time have chosen this space. They don't just dump things like other companies! RM will usually take parcels back to the delivery office and tell you you need to collect it. UNLESS of course, it wasn't sent as tracked.

This is totally untrue.

I've had multiple parcels delivered with Royal Mail and dumped on my doorstep for anyone to take. Luckily most of the time I'm at home but I've had a couple stolen.

wesurecouldstandgladioli · 03/11/2023 08:13

margotrose · 03/11/2023 08:07

This is totally untrue.

I've had multiple parcels delivered with Royal Mail and dumped on my doorstep for anyone to take. Luckily most of the time I'm at home but I've had a couple stolen.

Show quote history

This is what I find as well. RM and others will put it on my doorstep, even if no space space nominated.

My DH once complained to Evri that a parcel was stolen and was told as there is a pic showing the parcel was delivered there was nothing they could do.

fluffypotatoes · 03/11/2023 08:18

wesurecouldstandgladioli · 03/11/2023 08:13

This is what I find as well. RM and others will put it on my doorstep, even if no space space nominated.

My DH once complained to Evri that a parcel was stolen and was told as there is a pic showing the parcel was delivered there was nothing they could do.

Edited
Show quote history

Yes! I think they do it to be kind but I deliberately rearrange for when I'm in on their app and they deliver it to their decided safe space

Kazzybingbong · 03/11/2023 08:20

I have an Etsy shop and I’m familiar with online selling.

They need to report it to the police and get a crime number. You then need to raise an investigation with RM. It’s your responsibility as her contract is with you and you have one with RM. It’s completely unreasonable to not refund and expect them to suck it up because it wasn’t left in a safe place.

IndigoLaFaye · 03/11/2023 08:21

This is just one of the risks of being a seller. OP needs to refund customer and then take it up with Royal Mail and try to get compensation from them.

Abbimae · 03/11/2023 08:21

When you nominate a safe place do you not forgoe any comeback if it’s ‘stolen’? If Royal Mail left without a safe place nomination that is different- likely a chancer though!

margotrose · 03/11/2023 08:22

My DH once complained to Evri that a parcel was stolen and was told as there is a pic showing the parcel was delivered there was nothing they could do.

Technically the only person who can raise a complaint is the seller because they're the ones who chose Evri as the courier.

But I think the delivery companies deliberately mislead people and try and claim they're not in any way responsible when they are.

Kazzybingbong · 03/11/2023 08:23

Coffeerum · 03/11/2023 07:58

Untrue. Stop dishing out shitty advice when you don’t know what you’re talking about.

Show quote history

So much misinformation on this post! I hope the OP does the right thing and not be influenced by all the shit!

Sapphire387 · 03/11/2023 08:28

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Northernladdette · 03/11/2023 08:29

If you refuse a refund, whether your buyer is being truthful or not, you risk your business getting a negative review, if you aren’t bothered by that, do nothing, she’s not going to take you to court….
Pretty sure there are some who do this regularly to get a freebee. Are you in a position to leave them feedback (not sure which platform you’re selling on)?

Northernladdette · 03/11/2023 08:33

Don’t give your buyers the option to have ’unsigned for’ delivery….

MzHz · 03/11/2023 08:34

with respect @Sapphire387 you live on a different planet to the rest of us if you can’t believe that a huge number of people look for any and every opportunity to take things for nothing

to be fair, I’d far rather live on a planet like yours where everyone is decent and honest, but sadly we don’t have that option

the older I get, the more I realise that however low someone sinks to hurt someone or profit from someone else’s trust, someone else will always go lower.

topnoddy · 03/11/2023 08:36

Tricky situation really

The parcel has been delivered to the buyers address in the safe place so Royal Mails job is done , whether it was still there when they went to get is another matter .

The buyer may well be trying to scam you to get a free item , some people are like that . may have been their intention all along

Rainbow1101 · 03/11/2023 08:51

Request the GPS coordinates from Royal Mail, as they have this information on record during the delivery scan. If the item has been confirmed as delivered but subsequently stolen, it is the buyer's responsibility to report the theft and make a claim with their home insurance. The seller's responsibility is considered fulfilled once the item is marked as delivered.

topnoddy · 03/11/2023 09:01

Rainbow1101 · 03/11/2023 08:51

Request the GPS coordinates from Royal Mail, as they have this information on record during the delivery scan. If the item has been confirmed as delivered but subsequently stolen, it is the buyer's responsibility to report the theft and make a claim with their home insurance. The seller's responsibility is considered fulfilled once the item is marked as delivered.

Doubt any insurance company would pay out on a item left outside by a delivery company

Jadeybabez · 03/11/2023 09:01

Op I wouldn't refund without a crime reference number. Tis the season to be ripped off unfortunately 😞 xx