Incoming order returned to sender, can I dispute the transaction?

[isaackgmoon1]

Hi,

I made an order with a UK based seller for a couple of products to be delivered to my home shipping address.

The items were dispatched, marked as delivered by accident, and then marked as returned to sender. To date, I have not received the order that I have paid for.

I notifed the seller of this, they informed me a returned to sender parcel could take 7-14 days to arrive to them, however it has now been 14 days & this still has not happened. They also said once the returned to sender parcel was received that it could take up to 30 days for a refund. That's a total of 44 days maximum, and it's been 14 days since my parcel was returned to sender but that still hasn't arrived back with them.

The seller is insistent on the parcel being delivered due to a picture being taken, however it clearly says "returned to sender" - my father even admits to accidentally refusing the order because he didn't know it was incoming. 

Am I able to open a "Item not received" claim for this? 

[kernowlass]

@isaackgmoon1 

You can try but if the item shows as delivered but refused you 'may' not win.

Can't hurt to try though

[isaackgmoon1]

It doesn’t say refused on the tracking page, only “On its way back to the retailer”. There’s no delivery update on the tracking page either.

[PayPal_paula]

Hi @isaackgmoon1, 

Following on from the great advice @kernowlass has already provided, I would recommend opening a claim. Our claims team will review the details and make a decision. I would say going forward that if you are expecting a delivery that you ensure the person at home is aware as it can be costly to ship an item and cover this cost if the parcel is accidentally refused. 

Thanks 

Paula