What do you do when...

[jxm28788]

...your courier says they have delivered a package, but the customer swears they haven't received it - and that none of their family or neighbours have either?

I tend to believe the customer in this case, especially as it's taken about a week and a half for DHL to find the POD (they conveniently lost it). It does have a signature on it, and the name of the person it was supposed to be delivered to, but these don't match the customers signature. (and let's face it, the driver or anyone could scribble a signature down on the form)

I think something dodgy went on (they lost it, delivered to completely the wrong address etc), but DHL are basically saying that they have a signature so tough.

[george]

Whats the value of said parcel?

[jxm28788]

£40. will probably just write it off, but just wondering what other people do in these circumstances, especially if it is more valueable (first time it's happened to us)

[george]

Two things. You can call your bluff with the customer saying that DHL will probably be in touch as they are investigating the situation. That should help flush out a dishonest customer. (might be an idea to tell them to check shed, garage, wendy house, etc as the driver may have signed for it himself).


Ask for the bossman at your DHL depot and threaten them a bit if they do not at least consider your claim for an undelivered parcel, saying it should have been delivered to 10 Downing Street (or wherever) and it has not arrived. The fact they have a signature is irrelevant to that statement.

[Darren B]

As G said, threaten them, tell them that your customer is prepaired to give a statement saying that it is not his signature and he never recieved the parcel, also tell the depot manager you want it investigated as this ammounts to fraud / theft.

D

[fleetwood]

We've only had that happen once, and that was £50 worth of storage boxes delivered by Parcelforce.

Proof of delivery was available in the form of an electronic signature, but the customer swore blind that it wasn't their signature.

On speaking to the customer, he sounded genuine, and we bit the bullet and re-supplied. We did explain the situation to the customer, and ask that they signed an affidavit that that they had not received the parcel, and that the signature offered by PF was not their's.

We didn't get anything back from PF in the form of a refund though!

I think the best test is to actually speak to the customer, rather than emailing, and get a gut feeling about how genuine they sound.