Your Rights When Your Parcel Goes Missing

Missing Delivery items - BBC

Fed up with missing parcels? You're not alone. With online shopping soaring, so too are the number of delivery woes. From parcels left out in the rain to items vanishing into thin air, it's a frustrating experience.

So, what are your rights as a consumer?

Understanding Your Legal Position

• Retailer Responsibility: Your primary contract is with the retailer, not the delivery company. If your parcel is damaged, late, or missing, your first point of contact should be the retailer.
• Proof of Purchase: Keep a record of your order, including tracking information and any correspondence with the retailer or courier. This will be crucial if you need to escalate the issue.
• Safe Place Deliveries: If you've opted for a safe place delivery and your parcel is lost or damaged, your rights may be limited. It's essential to check the specific terms and conditions of the retailer and courier.

Payment Protection: Credit Cards vs. Debit Cards and PayPal

• Credit Card Protection (Section 75): If you paid with a credit card, you have additional protection under Section 75 of the Consumer Credit Act. This means your credit card company is jointly liable with the retailer for any breach of contract.
• Debit Cards and PayPal: While debit cards and PayPal offer some protection, they aren't as robust as credit cards. It's often more complex to claim for lost or damaged goods.

What to Do If Your Parcel Goes Missing

1. Contact the Retailer: Explain the issue and request a resolution, such as a refund or replacement.
2. Check Tracking Information: Use the tracking number to monitor the parcel's journey. If there are any discrepancies, inform the retailer.
3. Document Everything: Keep a record of all correspondence, including emails, phone calls, and any photos or videos of the damaged parcel.
4. Consider Chargeback: If your payment was made with a debit card, you may be able to initiate a chargeback with your bank.
5. Escalate the Issue: If the retailer is unresponsive or unhelpful, escalate the complaint to a relevant consumer protection agency or ombudsman.

Remember: While online shopping offers convenience, it's important to be aware of your rights as a consumer. By understanding the legal framework and taking proactive steps, you can protect yourself from delivery-related frustrations.

For more information visit:

• https://www.bbc.co.uk/programmes/articles/2RCCnbCBgCyJ9w1GHx9G84s/missing-delivery-items.
• https://www.legislation.gov.uk/ukpga/2015/15/contents
• https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl
• Chargeback OR Credit Card s75 refund rights - Which? and Citizen Advice
  

Avoid losing your loyalty points

It might sound odd that criminals want access to your hard-earned shopping points, but Which? has noted an increase in Sainsbury's customers reporting that their Nectar card balances have been stolen.

This isn't a new scam and Nectar isn't the first loyalty scheme that's been targeted, so make sure you follow our four steps to keep your points secure.

Protect your points

Source: Which? (03 Dec 2024)

How to spot delivery text scams

Reports of delivery text scams typically spike over the Christmas period as fraudsters exploit shoppers expecting lots of deliveries.

The messages usually claim you’ve missed a delivery, aiming to pressure you into clicking a dodgy link. We explain how to spot the signs of a fake message so you don't fall victim.

See some typical examples

Source: Which? (04 Dec 2024)

What to do after a data breach

More and more organisations hold personal data about us, including our names, addresses and bank details. If a company has lost your data, there are steps you can take to protect yourself.

In some cases, you could be due compensation following a data breach. Follow our simple steps to keep your data and money safe.

Secure your data

Source: Which? (04 Dec 2024)

BBC Scam Safe week 23rd-30th November 2024

 

BBC Scam Safe week

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Don't get caught out! BBC Scam Safe Week returns Nov 23rd with content across TV, Radio, iPlayer & more.

New this year: The Scam Safe Roadshow! Get answers to your questions and expert advice.

Learn more & see the roadshow schedule: Link to BBC Scam Safe Week page

Phonely is a UK-based provider of digital landline services. Their services are designed to be more affordable and reliable than traditional landlines, and they offer a number of additional features such as call blocking and voicemail. Phonely is a good option for people who want to keep a landline but are looking for a more modern and cost-effective solution. Find out more at Morning Live, Series 6: 28/11/2024: Scam Special: www.bbc.co.uk/iplayer/episode/m0025bpc via @bbciplayer.

Source: https://www.bbc.co.uk/programmes/articles/1lGnq3mfpVhGX6PNRgfp2Vf/bbc-scam-safe-week-23rd-30th-november-2024

External links:

• MyLostAccount - Lost track of your account or savings?
• Royal Mail Keepsafe® - keep your mail safe while you’re away
• Stop Scams UK - Working together to stop scams at source
• External Links (on blog)
• Reporting (on blog)

Top 5 most-impersonated delivery firms

With Christmas fast approaching and the Black Friday sales in full swing, we're warning shoppers to expect a flurry of fake delivery texts and emails.

These messages invite you to click dodgy links, where scammers can steal your details. Take a look at the five delivery firms that are most impersonated by scammers and how to spot this kind of fraud.

How delivery scams work

Source: Which? (27 Nov 2024)

We exposed a global AI scam

Social media has been flooded with suspicious videos impersonating well-known faces and organisations, promoting a dodgy financial scheme called Quantum AI.

Over the course of months, Which? journalist Tali Ramsey unravelled this tangled web of fraud, exposing a global operation. See what she found and how to protect yourself from similar scams.

How this financial scam works.

Source: Which? (26 Nov 2024)