Undelivered Order

[chris]

Anyone know of a link to official info regarding statutory requirement for undelivered parcels.
I sent an 'order despatched' confirmation notice to a customer on 26th March.
The item was sent by first class post.
Absolutely no communication from customer until today (3 months later) saying that they never received the order. I know they received the 'order despatch' email in March.
No explanation why they have waited so long to inform me or a reason (e.g. moved house) etc.
I wll probably resend as a goodwill gesture but wondered what the official take was on this.
Thanks.

[knotjustjigs]

No idea hun, but what a silly person (mildly speaking) for not contacting you sooner !!!

Ketty x

[Mary Poppins]

Oh my goodness, that is a long time to notify you. Hope you get it sorted.

On a complete opposite, I had a customer order from me on Saturday afternoon and then complained on the Tuesday that the item hadn't arrived as she needed it desperately.

[Miranda]

Unless your T&C state that errors and omissions must be notified within (time) you may have a probem enforcing anything

[Olive_Oil]

why do people leave it so long???? its beyond me!

[naturalnursery]

We had one at the end of last month where the order was sent out in Oct last year!

We did send a replacement as it was a bit 6 of 1 and half a dozen of another - it was the final part of a big order (we were out of stock of 1 item for a couple of days) and for some reason forgot to send her an email to say that it was on its way.

Still, I was surprised that she waited EIGHT months before asking where it was!

I think as Miranda says, you need to have something in your terms about time limit to inform you that it hasn't arrived.

Axx

[chris]

At the moment I have specific instructions for returning items but for undelivered orders my T&Cs just says:
"The customer must inform us within a reasonable time if goods are not received (lost in transit)".

Common sense to me would mean it it hadn't arrived by first class mail within 7 - 10 days, I would contact the company.

What do you think? I will send a replacement but don't want to seem too keen after 3 months!