Know your rights as a consumer when your couriered package doesn’t reach your hands.
In the eCommerce landscape, the delivery experience often serves as the final and perhaps most critical touchpoint between a retailer and its customers.
Determining responsibility when a parcel is lost during delivery involves multiple parties: the seller, the last-mile delivery company and the buyer.
In a South African context where hijackings and theft are rife, it's imperative for both businesses and customers to know their role when it comes to a stolen or lost parcel.
As South Africa’s demand for eCommerce surges, courier vehicles have become prime targets for sophisticated hijacking syndicates.
According to Tracker’s Vehicle Crime Index, business-owned vehicles are 56% more likely to be hijacked and stolen.
Unfortunately, lost and stolen parcels are part of the reality for many. Thankfully, not all is lost.
When a parcel goes missing due to errors on the seller’s end - like sending it to the wrong address or mishandling during shipping - the seller is legally accountable for the loss.
This responsibility entails offering a full refund to the buyer or replacing the item without additional charges.
Once the seller hands over the parcel to the last-mile delivery provider, any loss or theft that occurs due to unforeseen circumstances falls under the courier company's responsibility.
Fastway Couriers, for instance, has measures in place to decrease the chances of parcels getting lost. Route planner apps and real-time tracking systems are just a few of the innovative techniques used to prevent logistical nightmares.
In addition, if a parcel is lost or stolen due to unforeseen circumstances once handed over from the seller, the courier company offers the buyer a free-of-charge R1,000 liability cover.
“Fastway customers can also opt for extended liability cover, which can cover up to R30,000 for lost parcels. This cover incurs a minimal 2% charge based on the parcel's total value,” says Damian Velayadum, Group Financial Director at Fastway Couriers.
In cases where a parcel is instructed to be left in an insecure location and is subsequently stolen, the buyer bears the liability. It’s the buyer’s responsibility to ensure a safe and secure delivery location.
Similarly, if the buyer provides an incorrect address but the courier successfully delivers to that location, the buyer remains responsible for any loss or recourse of the package.
The Consumer Goods & Service Ombudsman enforces the Consumer Goods and Services Industry Code of Conduct. The non-profit body deals with consumer complaints (defects, delivery and exchanges), free of charge. Their website has a list of requirements to fulfil before complaints are lodged.
In the case when a package goes missing, do the following: gather all information such as tracking numbers, order details, and communications with the seller or last-mile delivery provider. With this information the buyer should report the incident to the relevant authorities, including the courier company's fraud department, as well as consumer protection agencies and law enforcement.
Choosing a trustworthy and reliable courier company is the first line of defence during last-mile delivery. Ensure they have systems in place to reduce parcel loss while in transit. As a seller or a buyer, it provides added peace of mind.
IOL
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