Hi red_magpie, thanks for your reply.

As advised above, we rely on the tracking information when reviewing cases. If the tracking information don't match the shipping address, then the buyer would be covered, as we will be able to confirm the item wasn't delivered to them. Similarly, if the tracking information does confirm delivery to the correct shipping address, this will be taken as confirmation that the item was delivered to the correct address, and the buyer may not qualify for protection in that scenario.

For further information, the photo taken by the courier should match the address they are using to confirm delivery, so even if they take a photo or not, we go with the delivery address they confirm in the tracking information. However, as advised before, buyers are welcome to file the case, and we will take it from there depending on the tracking information.

I am sure you are familiar with this process since this is not a recent change, but you can confirm our Money Back Guarantee from here.

Thank you,

Marco

I am currently away on my sabbatical, and will return in July. Please expect a delay in my reply



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