Catch Order Stolen and Third Party Seller Refuse to Refund

LFake on 13/06/2024 - 20:03

Hi, I need help getting my money back from a third-party seller on Catch.

Any advice or solution would be much appreciated.

I'm currently facing an issue with a third-party seller on Catch, and I'm seeking assistance in reclaiming my money.

Long story short, my package was stolen, and when I contacted the seller regarding this issue, they requested an evidence. Fortunately, my apartment has surveillance cameras, and I obtained footage showing that the delivery person left the package OUTSIDE the apartment without ringing the buzzer, leading to its theft while I was at home unaware.

I spoke to the building manager and got the footages and sent it to the seller.

Despite providing this evidence to the seller, they refused a refund, citing it's not their fault. However, I believe responsibility lies with both the seller and the courier, as their delivery practices contributed to the theft.

I've attempted to resolve this with Catch's dispute team twice, but received only automated responses directing me to 'wait for the seller's reply here' link, seemingly without considering the evidence provided. I've also reached out to Catch's customer service, but received the same response instructing me to wait for the dispute team's decision.

It has been almost a week now and I'm concerned that my case isn't being thoroughly reviewed. Can you suggest any alternative steps or provide assistance in escalating this matter to ensure a fair resolution?

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Comments

  • John Kimble on 13/06/2024 - 20:13
    +15

    Credit card? Chargeback.

    • Fake on 13/06/2024 - 20:28

      yes simple solution. Thanks I will do that instead of wasting my time. But furious about seller's attitude. Why asking for evidence in the first place if he/she not going to give me a solution.

      • garetz on 13/06/2024 - 22:36

        They asked for the evidence to show the party responsible was the delivery driver and not them. Just cause you showed proof it was stolen does not put the burden of refund on the seller. If you do a charge back and the seller gives the credit card company the proof you provided, then your charge back will be refuted and probably end up failing.

        • CodeXD on 13/06/2024 - 23:08
          +24

          But the seller is a customer of the delivery company - so seller should be the one following up with the delivery company to recoup the cost.

          • garetz on 14/06/2024 - 00:58
            +1

            @CodeXD: It's not like the item was lost in transit, it was stolen after delivery, once its delivered the seller no longer has any responsibility past that point.

            • Meho2026 on 14/06/2024 - 07:43
              +10

              @garetz: But it wasn’t delivered to the addressee, it was left in an unsecured location

              • Danstar on 14/06/2024 - 09:14
                -2

                @Meho2026: It was left at the buyers address… unless the package was signature on delivery only, the seller or courier company did what they were paid to do.

                • Kamsi on 15/06/2024 - 17:25

                  @Danstar: My gawd can't imagine if the people whom don't have a camera on their premise than anybody including the driver could have taken the package and still the OP will not get a refund. I think the seller should take some responsibility for they're one that organize the couriers.

                  • Danstar on 16/06/2024 - 12:41

                    @Kamsi: The seller packed it and sent it. That’s their responsibility.

                    • Kamsi on 16/06/2024 - 13:00

                      @Danstar: They also the one organize the freight company to deliver the parcel. If the parcel is not lost during transportation, the seller require to contact the freight company to solve the issue.

                      • Danstar on 16/06/2024 - 18:05

                        @Kamsi: not lost? The parcel was delivered and stolen.

                        Lesson learnt to ask for signature on delivery only if living in apartment complex

                        • Kamsi on 16/06/2024 - 22:37

                          @Danstar: lol, when do ever bought something online that give you the option to choose signature on delivery. On the fair trading website it state clearly the seller is liable for the transit of goods, that means the buyer have no responsibility unless he or she making false information in which case the OP have not done.

                          • Danstar on 17/06/2024 - 11:48

                            @Kamsi: Most 'big store' companies always send their parcels that require a signature on delivery….AusPost has an option in their app to allow parcels being left in a safe place even if the parcel is 'signature on delivery' ….

                            • Kamsi on 17/06/2024 - 13:42
                              -1

                              @Danstar: LOL again, it is the seller that request signature on delivery not the buyer. If the item is expensive the seller request a signature on delivery and most case if the delivery doesn't have the signature or proof of delivery the couriers will have to incur the cost.

        • HeWhoKnows on 14/06/2024 - 12:45
          +4

          @garetz
          100% CORRECT
          Only fools with no idea of the law have neg voted you.
          They are misleading Op and raising false hopes.
          This is a criminal matter.
          Not a goods, sale or delivery issue

        • lonewolf on 15/06/2024 - 16:46
          +1

          I have always been told when it comes to deliveries, its the seller that is responsible for the actions of the delivery company, till you have signed for it, got it in your hands, its not your responsibility. And also you dont have to chase up the delivery company, you chase up the seller, they are the customer of the delivery company, so they have to chase up the delivery company on your behalf.

          • Kamsi on 15/06/2024 - 17:30

            @lonewolf: Pretty sure all the sellers have paid insurance on parcels ship out to their customers. It would be stupid not to buy parcel insurance unless the items is cost less than certain value to insure.

      • HeWhoKnows on 14/06/2024 - 12:43
        +1

        @Fake
        See my post below.
        Chargeback is not applicable as goods where delivered to your premises.
        Seller has honoured thier part of the contract and is not responsible for any thefts from your premises.
        Its like blaming them for having your washing stolen from your clothes line.
        Its a criminal matter

    • jv on 13/06/2024 - 23:28
      +3

      Credit card? Chargeback.

      The OP appears to be Fake… Just ignore…

    • HeWhoKnows on 14/06/2024 - 12:26
      +6

      The parcel was delivered to the correct premises as per "contract"
      The delivery person is not obliged nor has time to be ringing bells waiting for someone to answer.
      They have hundreds of parcels to deliver every day.
      Unless a successful delivery signature was required but no mention of this from OP.
      Besides there is no hard evidence that they did not ring any bell.
      So the seller is definitely NOT responsible for the theft.
      They have done thier part.
      The goods were delivered to the correct premises as OP has admitted..

      Furthermore OP would have been advised of the delivery within minutes since all deliveries are scanned immediately.
      So OP should have promptly popped down to collect the parcel.

      The seller nor the delivery person cannot be held responsible for "stolen goods" from OP's premises.
      Its now a "criminal matter"

      Unfortunately thats what you get with apartment living with security access.

      OP needs to take the matter to the police.
      Hopefully the thief can be identified in any video footage OP can obtain.
      If not OP is wasting their time.
      But OP hasnt mentioned any video evidence of the theft.
      Unfortunately No proof of the theft

      Sorry to break it to OP buts thats how it is.

      • Danstar on 14/06/2024 - 14:13

        The people negging the correct opinions are the same type of people who would yell at a supermarket checkout person if the price of an item scanned was higher than the tag on the shelf. Even if it's just a 5c difference.

      • photonbuddy on 15/06/2024 - 11:56
        +3

        The delivery person is not obliged nor has time to be ringing bells waiting for someone to answer.

        While I agree they don't have time to wait for people to get to the door, to claim they are too busy to ring the doorbell is just idiotic.

        Unless a successful delivery signature was required but no mention of this from OP.

        I wonder if they get extra payment when this is required.

        I have always chosen signature required, even if it costs a little more. If a seller can't be bothered offering that service, then they take on the risk. Why should I have to take that risk when there is an option available that they won't offer?

        Furthermore OP would have been advised of the delivery within minutes since all deliveries are scanned immediately.
        So OP should have promptly popped down to collect the parcel.

        We don't all live by our phones. This sort of nonsense lets delivery drivers get away with being too lazy to ring the doorbell. It's not that hard.

  • EightImmortals on 13/06/2024 - 20:21
    +5

    So if they had footage of the driver leaving the package where is the footage of the package being stolen?

    • askbargain on 13/06/2024 - 20:22
      +6

      Inside job

    • Fake on 13/06/2024 - 20:30
      +1

      sent all the evidences to seller. videos of driver leaving package unattended, and later that day got stolen by a couple with a baby stroller.

      • garetz on 13/06/2024 - 22:39
        +9

        You should contact the police with this evidence, the crime was the theft. Why you think you deserve a refund due to the delivery drivers incompetency doesn't really make sense.

        • larndis on 14/06/2024 - 07:37
          +3

          Because the seller sent the parcel using that delivery company? Because they have an obligation to get the parcel to the recipient, and they failed?

          • Drakesy on 15/06/2024 - 14:38
            +1

            @larndis: They have an obligation to deliver the parcel to the address which they did.

            If the postie puts your envelope in the letterbox and it gets stolen its not whoever sent the envelope's fault for whatever was lost inside it.

        • Jugganautx on 15/06/2024 - 09:23

          If you think police care about petty theft I've got a pyramid scheme id love to pitch to yiu

  • this is us on 13/06/2024 - 20:22
    +6

    Unless you have authorised leaving the parcel unattended, I believe that's their responsibility. When Amazon drivers are unable to deliver my parcel, they call me. I sometimes tell them to leave at the entrance, which is then my responsibility.

    The courier should not leave parcel unattended unless explicitly authorised.

    • Fake on 13/06/2024 - 20:24

      The seller used courier that didn't requred recipient's signature.

      • DemocracyManifest on 13/06/2024 - 22:11
        +8

        Well there you go, it’s finished, on their part it’s delivered

        • SlickMick on 14/06/2024 - 08:41
          +2

          Nope. The courier can't jut leave package anywhere (or they'd be leaving them all at thier own home).
          Leaving outside an apartment is not a safe place - there is only a slim-to-none chance the buyer is ever going to get that package.

          That parcel was never delivered, that courier needs to be repremanded, and the seller needs to seek recovery from the courier company since they need to reimburse the buyer.

      • CodeXD on 14/06/2024 - 08:34
        +4

        During purchase was there an option for you to pay more to include signature?

      • stratbargain on 15/06/2024 - 12:29

        You mean the buyer agreed to accept the risk of using a courier that didn’t require a recipients signature.

      • paulojr on 15/06/2024 - 15:54

        I'm not sure about catch's terms but with ebay sellers often ignore the delivery terms and swap from Australia Post that offers delivery to the post office and defaults to signature required over to dodgy sellers that drop parcels on the nature strip in our area, don't call/don't ring door bell and don't have the option for signature.

        If they delivered to the catch instructions, fine its a criminal matter for police now, but if they ignored the delivery instructions and agreement and then used a third party drivers that dropped it somewhere insecure then its on the seller usually. (plus also a matter for police as you've got proof of thief there)

        i don't use catch anymore, too many issues with bad sellers and warranty so not sure on their specific terms for delivery or options on signature/postal delivery.

        I'd advise don't use any service that doesn't' have signature on delivery or option to get it from the local post office, with cost of living pressure, this sort of thief is going to be pretty common as people are under real pressure now financially.

    • ddilrat on 15/06/2024 - 22:22

      Every single parcel I get from Amazon gets left at the entrance. There's no option to not

  • CyberMurning on 13/06/2024 - 20:24

    Yeah, its the courier fault nothing to do with seller i mean they sell thr item not delivering.

    • Fake on 13/06/2024 - 20:28
      +5

      yeah, but I think that's something the seller and courier need to sort out.

    • Gareth on 13/06/2024 - 21:07
      +9

      They also employ the courier to deliver the item.

      • justworld on 13/06/2024 - 21:11
        -6

        No, they contract with the courier. There's no employment relationship. They've delegated responsibility to the courier so it's now between OP and the courier.

        • cheesecactus on 13/06/2024 - 22:06
          +12

          Incorrect. Most couriers will refuse to engage with the OP as they have no contract with them. The courier has a contract with the seller.

          Seller should refund/replace, and seek reimbursement from the courier. Most sellers wont pay much for insurance so thats a calculated risk they take

          • justworld on 13/06/2024 - 22:26
            -5

            @cheesecactus: OP's agreement with seller has nothing to do with the courier's fault. The seller is responsible for delivering the good to the courier with adequate instructions. The courier is responsible for taking the good to the OP's door. If it's the second part of the chain that's failed, it has nothing to do with the seller. Unless terms and conditions of sale say otherwise, there's no obligation on the seller to refund if it's the courier's fault.

            • Meho2026 on 14/06/2024 - 07:46
              +3

              @justworld: No, the seller is responsible for deliver to the buyer. The seller is responsible for the service they contracted for delivery

            • Gareth on 14/06/2024 - 10:30

              @justworld: The OP has paid the seller to deliver the item to them.

              The seller has paid the courier to perform this delivery.

              The courier has no responsibility to OP at all.

  • star-ggg on 13/06/2024 - 20:43
    +1

    Seems like the courier's negligence. Not sure the seller has any responsibility beyond handing it to the courier and giving you the tracking number.

    • CyberMurning on 13/06/2024 - 20:45

      Yep in perfect world seller will produce the item, inspect, wrap, hand deliver to customer, install, remove old item, wait customer to check and call back after 3 months for any issues

    • MS Paint on 13/06/2024 - 20:50
      +4

      If a parcel goes missing from an eBay sale the seller is responsible (ask me how I know). Luckily I took out extra insurance and got all my money back from Australia Post. Took a good 4 weeks though.

      • garetz on 13/06/2024 - 22:41
        +3

        Ebay has different terms and conditions for sale as an intermediary, you do not get these protections from buying with a commercial portal like catch, especially from 3rd party sellers.

        • MS Paint on 13/06/2024 - 22:41
          +1

          That makes sense. Cheers

      • TilacVIP on 14/06/2024 - 17:29

        Or you pay a little extra for "signature on delivery" only, which once delivered and signed for, seller is clear.

        This information was replayed by an eBay rep.

    • Meho2026 on 14/06/2024 - 07:50
      +2

      The courier failed to complete the service the seller contracted them to do. The seller is the only person who can hold the courier accountable because the seller is their customer.

  • askbargain on 13/06/2024 - 20:50
    +4

    conveniently leaving out who the courier is? what happened to name and shame?

    from a seller perspective, they should have insurance, but they also have shitty customers who make up stories just to get a refund.

    use a locker in future if you want to save everyone the headache.

    • AustriaBargain on 13/06/2024 - 22:38
      +1

      Lobby the building for a locker or a "mail room" with a large slot. Other tenants can access it in that room, but with a camera in there you gotta assume theft would be rare.

  • bmxr on 13/06/2024 - 20:53

    It has been almost a week now and I'm concerned that my case isn't being thoroughly reviewed

    So it has been probably 2, 3 maybe 4 business days (if you are in a State that celebrated Charlie's Birthday)? You might want to give it just a little more time given they have to contact a third party seller, and then that third-party themselves have to go to their courier for details.

    Report back here when you get a response from Catch as we're all interested to see what they say!

  • localhost on 13/06/2024 - 21:00

    Wait few more days (you have sent them all the proof) and do a chargeback.

    That's why for new and not verified sellers I am using paypal.

  • Danstar on 13/06/2024 - 21:11
    +4

    How do we know you weren’t in the baby stroller?

    I’m with the seller on this one; they sent the item. The courier delivered it.

    Up to you to pick it up. If you live in an apartment, dont use sellers who don’t sell postage with signature only

  • foxmulder on 13/06/2024 - 21:28

    If it's Auspost they use, it's obviously not a safe place to put down your parcel, let seller know this. but if other courier, I'm not sure what's their procedure is.

  • DemocracyManifest on 13/06/2024 - 22:13
    +1

    If there was no signature or equivalent on delivery you are stuffed. It was delivered, after that it’s on you. Good luck on charging it back etc but it’s not the couriers fault either, you only recourse is going to the cop shop.
    It’s theft now.

  • jv on 13/06/2024 - 23:25
    +2

    Don't buy from Third Party Sellers……. End of story………..

    • payless69 on 14/06/2024 - 02:00

      Just buy the item back from Scumtree or FBMP
      Or buy from Gerry, his dog grows hungry!

    • umoddbro on 15/06/2024 - 21:48

      This also applies to Amazon, shipped and sold by third party…. Avoid at all costs.

  • PissLUR on 13/06/2024 - 23:51
    +3

    Put yourself in their position.

  • payless69 on 14/06/2024 - 02:02

    Next:
    Court awards thief a huge payout for unauthorised release of footage.

  • apu on 14/06/2024 - 08:34
    +1

    A bit harsh don't you think. The package was delivered to your address. I appreciate the fact that no signature was required, but it was your dodgy neighborhood which caused the package to get stolen. Your bad neighbours are probably out of the seller's and courier's reasonable control.

    What happens if you were away for say a couple of days, and the package gets stolen - do you still blame the seller/courier?

  • Bignudge on 14/06/2024 - 09:17

    Tbh, this can go both ways…assuming it was sent without the need for a signature on delivery.

    1. If the package/parcel was lost before it got dropped off to your door… (missing at the warehouse, or if the delivery driver stole it, etc) then it should be the seller's problem to chase it up with the courier.

    2. If the parcel was sucessfully dropped of at your place… then it's your fault.

    (It's like an Ubereats driver dropping off food at your door and snapping a photo as proof it was left there. If some junkie steals it off your porch, then you call the cops; not Ubereats as they done their job already.

  • jonkvh on 14/06/2024 - 10:58
    -1

    It ain't the seller's problem. It the courier company's problem. Contact them, make a claim. Don't know why you thought the seller was responsible in the first place.

  • Tigercjn on 14/06/2024 - 14:45

    They don't seem to press the doorbell or even knock nowadays. As soon as they mark it delivered, you receive a notification by email or SMS often with a picture.

    • nwa on 16/06/2024 - 01:06

      I prefer that, as a knock or doorbell ring disturbs somewhat but that's the perspective of a freestanding house, in an apartment complex it's probably still disturbing but a necessary security measure to ensure to get parcel inside asap. It should be a clear option on deliveries even though couriers generally know to ring in built up areas.

  • TilacVIP on 14/06/2024 - 17:32

    OP, you didn't mention what the video showed after the courier left the parcel. How much later was the package stolen & does it show who was the thief?

  • duluxe2000 on 15/06/2024 - 09:25

    Upload the footage, take the matter in your own hand and get back the stolen goods lol

  • Kranbone on 15/06/2024 - 10:37

    Basically it all depends on whether you requested signature on delivery. If you did you have a good chance.

    If there was no signature on delivery and no special instructions were given then the carrier has considered the parcel delivered and they are no longer liable for the theft.

    Not a great situation but my experience on these matters. Avoid doing the chargeback as it could come back against you considering the package was delivered to the location specified, it was just stolen after delivery.

  • Bar8argain on 15/06/2024 - 12:27

    Check if seller promised signature on delivery, if yes, seller and courier should responsible for your lost. If not or seller provide it but you did not choose, after the parcel delivered and stolen, call police

  • Trying2SaveABuck on 15/06/2024 - 12:37

    Morally i reckon they should refund you but im not sure how the law wprks in this case

    It seems like a criminal matter and if you take it to the police they will be the standard useless dont sweet f—- all

    More or less if that is the case your money is gone

  • maxdba on 15/06/2024 - 13:34

    I also lost a parcel which the courier (Startrack) left outside the apartment without my consent. It was a signature reqired one but nobody was willing to take the responsiblity. I gave up without knowing that you could report it to the Office of the Commonwealth Ombudsman and make the company accountable for the lost.

    • belongsinforums on 15/06/2024 - 13:39

      once i had startrack deliver to the wrong address. found the address they delivered it to. company just sent me another phone

  • Windows98 on 15/06/2024 - 17:21

    It was delivered

    Unless you asked for signature on delivery. The seller has fulfilled their duty.

    You can request a credit card charge back or have a fat cry about it and the seller will refund you just to shut you up. But as far as the sale has gone, theyve done everything they need to.

    • jonkvh on 16/06/2024 - 09:10

      Tried to say that above, just got negged.

  • minniethemoocher on 17/06/2024 - 20:55

    If you can provide evidence that the item was stolen and give it to the seller, the seller could follow up with the courier company to see if they will provide reimbursement for the item and shipping costs. If the courier company reimburses the cost of the item the seller can then reship the item or provide a refund.

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