Who’s responsible for missing parcels? Legal expert shares advice

Online shops and courier services have made it easier for many Filipinos to do their shopping amid the COVID-19 pandemic.

However, some online shoppers find themselves in stressful situations wherein the parcel arrives late, or does not arrive at all.

A missing parcel tends to start a lengthy and troublesome debate on whether the courier or the seller is responsible.

Either way, the customer waiting for their package would be caught in the middle and left unsatisfied.

In an “Unang Hirit” segment on Friday, lawyer Gaby Concepcion stressed that it should be up to the seller and the courier service to find out what caused the mismanagement for the buyer’s sake.

“It all depends kung sino ang may kasalanan,” Attorney Gaby said.

“Kung kasalanan ’to ng courier company, of course, dapat naman, maging liabilidad ng courier company ’yan, kasi siya ang may obligasyon na dalhin ang produkto mula sa seller to the buyer and to deliver it in good condition,” she added.

It should also be up to the seller or the courier service to come up with an immediate solution, especially if the buyer is unaware of the terms and conditions of the delivery agreement.

“Magtututruan at magtuturuan ang seller at ang courier at maiipit sa gitna ang consumer,” the lawyer said.

“Kahit na sabihin natin na ito ay sagot ng courier dahil may obligasyon siya to deliver the goods properly, napakahirap actually for the ordinary consumer na habulin ito kasi wala naman talaga siyang kontrata with the courier,” she added.

According to Atty. Gaby, the courier would still share part of the responsibility even in the event of an accident wherein, for example, the driver had dropped the package during a delivery.

The seller, on the other hand, should see to it that the courier successfully delivers the package in good condition and does the needed tracking if necessary.

Having said this, Atty. Gaby would advise all online shoppers to purchase from reputable online businesses and clarify the terms and conditions of the delivery. – Margaret Claire Layug/RC, GMA News