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Need help with refund Parcel Stolen
Summary: etrader70 is seeking advice on handling a refund request after a customer's parcel was stolen from their doorstep despite being delivered on time. gosimus suggests that since the tracking shows delivery, etrader70 is not obligated to issue a refund, as buyers should provide a secure location for deliveries. They advise against processing the refund and suggest using the tracking information if a formal claim is opened by the customer.
Hi,
I would appreciate your advice regarding an issue with one of my orders.
The customer's order was delivered on time. According to the delivery information, the driver left the parcel at the customer's door after knocking in the evening. Unfortunately, the customer did not collect the parcel, and it was subsequently stolen.
The customer has now opened a refund request.
I have already paid for both the item and the shipping costs, so I would like to know how I should proceed in this situation. Could you please advise me on the appropriate next steps?
gosimus
MentorJul 18, 2026 at 1:29 PM · Edited@etrader70
< like to know how I should proceed in this situation >
Once the tracking shows delivery, you have no further obligation. Buyers are expected to provide a secure delivery location. It an item gets stolen off their porch, that's just too bad. Don't refund this guy. If he opens a formal Item Not Received case, click into the case and enter the tracking number.
PS ~ Just a comment. Regarding the carrier's claim that "the driver left the parcel at the customer's door after knocking" Drivers never knock, nor ring the doorbell, when they leave a package on my porch, and that goes for USPS, UPS, and FedEx. That is not hyperbole, they never do.