UPS via Parcel2go have lost my parcel that wasn't fully insured.

[StandUp4Rights]

Hello everyone,

 

My shipment of a dehumidifier worth £300 was booked with UPS via P2G.

Customer complained that the the parcel was never delivered. Upon checking on tracking, it showed the parcel being delivered successfully.

I inquired both UPS and P2G who said the parcel was delivered but no signature or proof or photo were obtained at the point of delivery.

After weeks of escalations, UPS accepted a loss claim and advice to go back to P2G for compensation. Unfortunately, they offered a refund only for the basic insurance which was £20 which I firmly declined.

 

The customer chases me up almost everyday now but I said to her that I need to go through a court claim to get her funds back.

 

What should I do know, do I need to refund the buyer first and then start the claim process with the courier ?

Do I send the letter of claim to P2G or UPS?

 

Thank you for your expert advice.

Cheers.

[StandUp4Rights]

Thank you so much for your response. I appreciate what you say about refunding the buyer.

 

Sorry, there's more to to the case. This was an Amazon marketplace order and its well known that increasing number of buyers are abusing the A-Z claim system nowadays hence I was a bit sceptical at first.

Courier tracking was showing that the package was delivered successfully by the buyers local depot. The buyer opened an A-Z straight away which got rejected by Amazon and then she started abusing/ threatening me. Any other seller would have looked away but as I thought she was genuine and decided escalating the case with both P2G and UPS trying to help her out.

 

I will refund the buyer today as advised and post my draft formal letter of complaint here asap.

 

Thank you again.