Dhe online trade is likely to get a big chunk of the Christmas business again this year. After all, ordering on the Internet saves going to the shops.
However, things don’t always run smoothly in e-commerce either. Problems can arise, for example, with the delivery of the parcels. But what are parcel deliverers actually allowed and what are they not allowed to do? Important questions and answers.
What if the recipient is not there when the delivery is made?
How exactly the delivery process works is regulated in the general terms and conditions of the respective parcel service provider. If the deliverer does not find the recipient, he or she will usually try to hand the parcel over to a neighbor or to a nearby parcel shop.
“The notification is made via a card or digitally,” says Marten Bosselmann, Chairman of the Federal Association of Parcel & Express Logistics. If both are not possible, a new delivery attempt will be made the next day.
The maximum number of delivery attempts made differs from company to company. “The details vary from two to four.”
The parcel service can contact the recipient who was not present to discuss the further procedure with him. “This is possible if the recipient has previously consented to the data being passed on to the transport company for this purpose,” explains Iwona Husemann from the NRW consumer center in Düsseldorf. In their experience, however, such an approach is rather unusual.
Can the parcel service specify a time slot?
Mentioning a time slot is not only allowed, but an additional service so that recipients can plan delivery in their daily routine. “Generally, of course, we try to state the time window as precisely as possible,” says Marten Bosselmann. That depends, for example, on the route planning defined in the morning.
Some parcel services offer a tracking function via a website or app. Recipients can track their parcel online in real time and receive very precise information about when they will receive their parcel. If the recipient knows that he or she is not at home at this time, he or she can redirect the package to a different address or choose a different delivery window.
Put the package in front of the door?
“A package is only deposited if the recipient has explicitly given his or her consent,” says Bosselmann. He or she also selects the storage location in this process. According to Bosselmann, the parcel services generally recommend choosing a safe and protected location as the preferred storage location.
From what point in time is the package deemed to have been handed over?
According to Bosselmann, a parcel is deemed to have been delivered when the person who was present at the relevant receiving address has acknowledged the delivery process. “In addition, handing it over to a neighbor or picking up the parcel from a parcel shop also counts as correct delivery.”
The same applies to the storage of the package at a storage location specified by the recipient. “Naturally, the parcel services can only take responsibility for the contents of the goods as long as the parcel is in their area of responsibility,” says Bosselmann. Therefore, a transfer of liability is also associated with a parking permit.
What if the package is damaged?
If the contents of the package are damaged, customers should contact the retailer from whom they purchased the goods. “The retailer is responsible for ensuring that the goods arrive in the proper condition,” explains consumer advocate Husemann.
What if the package is lost?
“Even then, the dealer is the first point of contact,” explains Husemann. If he does not send the goods out again, he must reimburse the purchase price. The dealer then turns to the parcel service, Bosselmann describes the further procedure.
The parcel service checks in each specific case whether the cause of the loss can be proven to be theirs. If this is the case, the parcel service is liable within the framework of the specified liability amount.
What if the package is lost when it is returned?
When withdrawing, consumers must prove that they have initiated the return. “Here it is advisable to keep the receipt,” says consumer advocate Husemann.
According to their statements, the transport risk is borne by the dealer. He must reimburse the purchase price – provided the customer can present the receipt for the return.
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