Item not received

[durena69]

Hi, need your advice.

According to tracking number item have been delivered at the buyer address.(shows on courier delivery map) but buyer messaged me saying they have not received it as courier driver left it by door and when they checked the item was not there and now demanding to redispatch the item again. Please help. 

[tressygirl · Accepted solution]

Nope,  you do not have to ' dispatch again',  and you do not have to refund if you have tracking showing delivery.

Unfortunately,  it would seem left in an unsafe place the item was stolen,  it happens,  but you are not responsible for where the courier leaves an item.

Send the buyer polite messge  explaining this, and if they still do open a case for item not received enter that tracking number into the case details,  and the case will close in your favour , no need to refund.

If you haven't done so allready,  add that tracking now,  where you marked the item as dispatched.

[durena69]

Thank you so much. Reading your reply was  great relief. Im going to reply to the customer amd as you said politely explain to them. I hope they would understand. 

Kind regards