Parcel problems at Christmas time: What to do if it doesn't arrive?

Parcel problems at Christmas time: What to do if it doesn't arrive?

In the contemplative pre-Christmas period, online retailers are experiencing a real shopping frenzy! Around a quarter of all Christmas shopping was done in the second half of November ORF Styria reported. This increase is attributed to tempting “Black Week” offers that encouraged consumers to shop online en masse. But while the buying spree is flourishing, the emergence of problems such as non-arrival or even lost packages casts a shadow over the festive mood.

Fortunately, buyers are well protected: If a package does not arrive, the retailer is responsible for finding a solution. Bettina Stepwieser from the Styrian Chamber of Labor makes it clear: “The company from which the package was ordered is liable for it.” In addition, research into the package is possible within Austria for up to three months and abroad for up to six months. These rights also extend to damaged goods, whereby the burden of proof lies with the recipient. It is therefore advisable to take photos of damaged packages immediately and return the order as quickly as possible.

Simple right of complaint

Anyone who hopes that the goods are intact despite external damage and opens the package can still insist on their right to complain. Ensuring initial evidence, such as photographs of the damaged package, puts consumers in a good starting position. As standard, packages up to a value of 510 euros are insured. For many, this is essential information that makes online shopping safer, while at the same time purchasing behavior is becoming increasingly complex, as discussed in the “Consumer Behavior” work Springer explained.

Overall, it shows that the digitalization of the shopping experience offers great opportunities as well as challenges. Consumers need to be well-informed and vigilant to take full advantage of online shopping while being able to act in a timely manner when problems arise.