Online order charged – but not delivered. What to do ?

POSTED BY vijay ON April 4, 2014 8:22 pm COMMENTS (9)

Normally, for some reason if I have to place an order online, I prefer cash-on-delivery. That way I don’t have to worry about the delivery tracking errors or ’lost in transit’ gimmicks of the retailers.

However, I took a bold decision to try out just once and pay by credit card. It has gone through fine, but the tracking status says delivered even though I haven’t received the product.

What does one normally do is such a scenario? Any ideas?

For now I’ve sent an email to the retailer and also the shipping company stating my concerns. I am also pursuing it with the HDFC card customer care to see what can be done.

9 replies on this article “Online order charged – but not delivered. What to do ?”

  1. ashalanshu says:

    Dear Vijay, from the given facts, even snapdeal is also not at fault, it seems.



  2. ashalanshu says:

    Dear Vijay, it may be the case of personal cheating my Courier guy. 🙂

    Please check that angle also.



  3. vijay says:

    *Ashal…sorry for the misspell…

  4. vijay says:

    You are right Asha, the CC company isn’t at fault. I am peace with that. The Snapdeal account has the right shipping address. Looks like the courier guys might have been lax.

    Anil, I do have the tracking number. I’ve used that to generate a grievance ticket with the courier guys (blue dart). The signed delivery acceptance address and name are very fuzzy. The listed contact number against the person that appears to have signed for it goes blank and unreachable.

    I do hope either Snapdeal or Blue dart will have a satisfactory resolution…Worst case scenario, I can threaten them with legal action. Since it’s not too big an amount involved, I’ll weigh my options…

  5. ashalanshu says:

    Dear Vijay, in this case your credit card company is not at fault. Problem is there from the retailer (snapdeal) for providing an inaccurate address on the shipment or from the courier for delivering the shipment at wrong address if we assume the address was correct.

    In the meanwhile, please check your orderbook and profile details in snapdeal that the address filled in by you is correct or not.



  6. anil says:

    I also had bad experience with snapdeal , in future I won’t be buying anything from them. Their CSE are too slow and lazy in replying to user’s queries. Don’t you have the courier tracking number ?. In my case courier company was blue dart and I was given tracking number using which I could track my shipment.

  7. vijay says:

    This was with Snapdeal.

    Update is this –

    HDFC is not obligated to act in any way since this dispute is NOT about credit card theft or some such similar ‘unauthorized’ use. Fair enough and understandable.

    Snapdeal customer-care has been looking into it. Haven’t received any useful updates from them in a while now. My business with them surely ends with this.

    The courier company is also looking into it. As Ashal pointed out, apparently they have delivered it to an address that was not the shipping address….to a person who’s name is foreign to me…The specifics of the address is fuzzy too to enable a clear tracking channel. They have promised to get back.

    Complain ticket with all of them is active.

  8. anil says:

    You need to check up with online retailer. If they might have given you courier tracking number then check with courier company. By the way which site did you place your order ?.

  9. ashalanshu says:

    Dear Vijay, please check with courier also on the basis of tracking no. generated from retailer. it may happen that the product has been delivered as wrong address or person.



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