Courier lost my Encyclopedia, SE are stonewalling me on support (UK)

[Soraki-Muppe]

Might just be me, but I don’t understand why it would be on SE to contact the mail carrier to initiate an investigation when the carrier were the ones who lost the package in the first place, and you’ve already alerted them that it was not recieved. Sounds like they’re just saying things to get you to leave them alone.

The reason to contact SE is simple, they are the one who chose to use this carrier and they can easily force said carrier to do the right thing by threatening to stop using them. It is easy for that carrier to ignore 1 costumer who will not use them as often, it is much harder for them to ignore SE that must likely send more then a few items through them.
Why SE should contact this carrier is also simple. 1: It is good PR, SE saved the day and all that. 2: It does not take much time and effort from SE to do this. 3: SE should be interested in knowing that they can trust said carrier, and if things go wrong that carrier will do the right thing.

[Lusavari]

My dad had a similar issue when he bought a model plane that was VERY expensive and it was stolen, and showed up in a nearby pawn shop. If the courier signed for your package, then your signature has been forged, and this is illegal. That makes it a criminal matter. Post fraud is a serious crime.

[Kurando]

Have you asked DPD what their policy is on deliveries, have you seen the name/signature, and also did you have any options for leaving delivery notes when purchasing on the SE store? It's been a while since I last brought something from SE but on all occasions it was DPD handling them. A few times I wasn't home so they left a card for me to collect the item or arrange redelivery, but never any issues with forged signatures. Although no delivery company is perfect, I think lots of us have plenty of stories about some of them

I won't say it's fraud at this stage because it can work both ways, some customers have their items but still try to claim they didn't get it to try and get money back so these things require investigation. As SE is the sender, just keep on top of them to keep looking in to it and speaking with DPD, if after a certain period of time nothing is resolved them refunds will probably be arranged but I wouldn't expect anything immediately.

[Sakuraluna]

The reason to contact SE is simple, they are the one who chose to use this carrier and they can easily force said carrier to do the right thing by threatening to stop using them. It is easy for that carrier to ignore 1 costumer who will not use them as often, it is much harder for them to ignore SE that must likely send more then a few items through them.
Why SE should contact this carrier is also simple. 1: It is good PR, SE saved the day and all that. 2: It does not take much time and effort from SE to do this. 3: SE should be interested in knowing that they can trust said carrier, and if things go wrong that carrier will do the right thing.

None of which has anything to do with the investigation though. If I understood the OP right, the carrier told them they are waiting for SE to contact them in order for them to investigate the incident. While SE does hold some responsibility to the customer in supplying what was paid for, once the package ships it is out of SE’s hands and in the hands of the carrier, which is where it disappeared. Unless I’m missing something, they know where the package originated through tracking records, and it went missing somewhere between the OP’s local post office and home address, so PR aside, wouldn’t the only reason SE should need to get involved be to send out a replacement item?

[Turnipsi]

Not really out of SEs hand. How almostall post/courier companies work, the customer is actually the sender. So any claims of missing stuff or other issue and inquiries has to come from the customer (who paid and ordered the delivery), not the recipient end.

OP, try to get in touch with live support for SE store, they tend to be faster. This is also a store thing and not ffxiv, in case you tried that support center.

[jameseoakes]

Here's the which page on your rights, as it makes clear you need to get in touch with SE about this as it's there job to get the goods to you and DPD is employed by them.

https://www.which.co.uk/consumer-rig...-what-can-i-do

here is there guide if the delivery is stolen

https://www.which.co.uk/consumer-rig...here-or-stolen

As it stand it looks like this is SE store's job to sort out.

Also you have the right to return a product 14 days after delivery, you could try doing this while explaining that the courier never delivered it. Might be better than rushing to a charge back.

[Hercub]

I'm sorry I'm new this game what does SE stand for? I'm sorry about that, I assume Standard Edition?

Also, this is not a matter for Square Enix to handle. This is between you and the post office. I'm not a lawyer but as soon as Sqaure Enix sent the package that package is no longer their responsibility and is now responsibility of the postal service. So, for example, suppose you buy a watch at a store. On your way back to your car someone mugs you for the watch. You cannot return to the store and ask for another watch.

I'm America but we are also a common law country so our legal system is similar.

[jameseoakes]

I'm sorry I'm new this game what does SE stand for? I'm sorry about that, I assume Standard Edition?

Also, this is not a matter for Square Enix to handle. This is between you and the post office. I'm not a lawyer but as soon as Sqaure Enix sent the package that package is no longer their responsibility and is now responsibility of the postal service. So, for example, suppose you buy a watch at a store. On your way back to your car someone mugs you for the watch. You cannot return to the store and ask for another watch.

I'm America but we are also a common law country so our legal system is similar.

SE is Square Enix, under UK law it's SE's responsibility to get what you ordered to you and as they hire the courier it is there responsibly to manage them.

[AleXwern]

I'm sorry I'm new this game what does SE stand for? I'm sorry about that, I assume Standard Edition?

Also, this is not a matter for Square Enix to handle. This is between you and the post office. I'm not a lawyer but as soon as Sqaure Enix sent the package that package is no longer their responsibility and is now responsibility of the postal service. So, for example, suppose you buy a watch at a store. On your way back to your car someone mugs you for the watch. You cannot return to the store and ask for another watch.

I'm America but we are also a common law country so our legal system is similar.

SE = Square Enix
But yeah, you are right about who's responsibility this is. The responsibility is on the person who is the last one to hold the item, in this case the carrier, and if he damages or loses the item all costs move to that said carrier. EU as whole likes to be super strict about postal stuff. Believe me, I have experience.
So yeah, this is no longer SE's issue but that post company's.

[Kurando]

The sender is the customer of the delivery company, whether it be a national provider or private courier so it's up to them to investigate on behalf of their customer. Example if I buy something from China but I don't receive it or its delivered but I still don't have it, the sender in China has to start the investigation with the company they used on their side, it's general Universal Postal Union law for things to be done like that and the majority of countries are signatories to it.

But anyway back to this one, as mentioned OP just needs to keep on contact with SE and ensure they are doing something to resolve the issue whether it be refunded or a replacement item sent out.