Customer, verified address not very verified and following problems..

[artalismon]

Hello f.

I need help for an order received and already sent out.

The customer provided a wrong address ( verified but not correct )  and now the parcel is at the GLS Italy depot, waiting for more info before to be sent back to us.

The customer did not provide any mobile or phone contact, and the one on paypal is probably out of date as we do not get any reply.

The problem is that one:

if the customer doesn't contact us and provide the right address, within few days the courier will send the parcel back to us, adding 15 euros fee that we have to pay.

How can we protect us from having to refund the full amount since we are having an extra costs, and it is not our fault?

Thank you ever so much.

My Kindest Regards

[Nctall]

@artalismon 

I would recommend that you send the package to the address on the paypal account, it is not your fault if it turns out they wanted it sent to a different address. Make sure you are able to provide proof of having sent it to that address in the event of having to create a dispute. Definitely do not let the carrier return it to you and charge you fee. 

I hope I was able to help, please leave a kudo if I did. 

[artalismon]

Thank you 🙂 

Sadly it is not that simple

We have a contract as we send few thousand parcels a year.

The parcel can be kept in the depot for not more than 10 days then sent back to us.

Then, at the end of the month, the courier will invoice also the extra fee, due to cost of returning the parcel ( charged as a normal shipping plus the 10 days stop in the depot ).

We did send to the address provided from the customer but it appears not to be correct, even if verified.

So the telephone, Italian address with UK ( not working ) phone.

So it will appear it is our fault if the parcel will come back  ( paypal doesn't state anywhere how long the customer has to pick it up from the depot if the deliveries failed )

If a customer opened a case for a similar problem  we already had to refund , losing also the extra 15 euros fees + the shipping.

It is a BIT annoying....

We wonder if there is a way to protect ourselves.

Thank you very much

Kind Regards