Dispute with DPD drop-off point

[cjm241]

Hi all, I have an issue which I haven’t experienced before

and I am hoping you can advise me what I should do.

I sent an eBay item out on DPD, and the address on it was a

DPD drop-off point, which is a local shop.

DPD state it was delivered there and there is even a photo of the parcel

I sent on the shop counter. The GPS also shows the driver parked up nearby.

There is a name and time of the delivery, but DPD haven’t been taking signatures since Covid.

The buyer contacted me 5 days after the delivery to inform me that

he has spoken to the shop owner and they haven’t received the parcel.

I replied and provided the proof of delivery scan (name and time, no signature)

and also the photo which shows the parcel on the shop counter, and the GPS tracking image.

The buyer then replied to me 2 days later saying he has gone back to the shop

but the owner is still saying he hasn’t received the package,

and the tracking/proof of delivery is not 100% as the photo doesn’t show any data or a person.

He has asked me to contact DPD to raise a dispute.

Unfortunately, I sent this parcel through work so I wouldn’t be able to do this.

My previous experiences with DPD through work disputes are that because

they have provided a name and date, photo and the GPS backs this up,

that they consider the parcel has been delivered.

The buyer said the shop owner will help him but he mentioned something

about waiting 10 days for his account to be debited. I am not sure what this means.

How should I handle this, should I be refunding the buyer,

or does he need to open a claim with eBay?

What should I be advising that he does?

I am concerned about receiving negative feedback,

as I have 100% positive feedback after 24 years,

but I would also like to follow the correct procedure

and help the buyer, as of course this may be genuine.

Any advice you can give me would be much appreciated.

Thank you.

[barry.110]

Did you include the eCP code in the address, the receiving shop needs this to enter into the system and this then sends the buyer a collection code. Without the code I don't think a buyer can collect the parcel.

[cjm241]

Yes, the eCp code was in the address.

[simplyessential_uk]

Dpd would have left an image of delivery, you can find this on the tracking or download the dpd app snd enter the tracking number, so you have proof of delivery for seller protection 

If you failed to enter the eCp number on the address then i believe the buyer can call ebay and they can trigger if off manually

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[cjm241]

Hi, the eCp number is on the address and I have provided an image of the delivery.

The buyer is saying the shop haven't received it and asking me what I can do to help him, hence this post.

[moldosgifts]

There's not allot you can do its DPDs word against the customer.

I find DPD quiet reliable ive had £1000 silver orders left at pick up point no problems at all.

So with proof of delivery any case should be defended on that point.

The only other course of action would be a refund to the customer.

[cjm241]

Can I ask please, what you would do?

Would you state that you've provided proof of delivery, and ask them to open a case or would you issue a refund?

What do you think ebay's stance would be on this, I've heard they tend to side with the buyer

the majority of the time anyway?

[moldosgifts]

Ask them to open a case make sure the tracking number is added to the case let ebay decide.

[moldosgifts]

As long as tracking shows delivered ebay will not refund the buyer.

Anything else is wether you belive the buyer or not.

Buyers often lie to get a free item.

[cjm241]

Thank you for your comments. I will ask them to open a case.

The issue is, I could receive negative feedback through no fault of my own.

I guess if I refunded anyway (which I don't feel I should) I could receive this anyway.

[moldosgifts]

Not with a tracking number ebay should remove any negative.

Do not refund it has been delivered.

Ebay have been known to refund at their expense.

[cjm241]

Thank you for your reply.

I rarely have any issue with any buyer, so just want to do what's right 🙂

[moldosgifts]

I understand, I face the same dilemma everytime a customer claims not delivered but tracking shows it has.

Only a decision you can make unfortunatley

[4_bathrooms]

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@cjm241 wrote:

Yes, the eCp code was in the address.

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All you need is DPD's online delivery confirmation confirming delivery to the collection point; if the eCP code was missing or illegible they should have rejected the parcel. Your buyer needs to open an "item not received" case; you then need to upload DPD's tracking number to the case. eBay should find the case in your favour meaning you are not liable for refunding the buyer and any negative feedback will be removed once the case has been closed.

[simplyessential_uk]

In that case ask them to call Ebay to trigger off the collection code.

I had something similar some time ago with Argos - I sent an image and you could see the Argos uniform and they still denied they had it - my buyer for some reason believed them so told her to call Ebay (they refunded the buyer)