Incorrect customer address – who is liable if the package does not arrive?

A transposed digit, a missing street name, or a forgotten address supplement – ​​small errors in the shipping address can have big consequences. Increasingly, packages don't reach their recipients, but instead end up somewhere on the return journey or in the middle of nowhere.

For online retailers, the question then arises: Who is actually liable if the package cannot be delivered due to an incorrect address – the retailer or the customer?

Reality in e-commerce: Address errors happen – but who bears the risk?

Especially with international shipments, it frequently happens that addresses are entered incompletely or incorrectly – either by the customer or during the data transfer to the shipping system. If a package then doesn't arrive, is delayed, or is returned, it not only causes frustration but often also financial loss.

What does that mean in concrete terms?

• Is the address correct, but the parcel service is not delivering?
  → Then the shipping service provider is usually liable, and the retailer can claim compensation.

• Is the address incorrect because the customer made a typo?
  → Then, depending on the individual case, the retailer can argue that the customer caused the risk themselves. In practice, however, this is often difficult to enforce.

• Did the retailer enter the address incorrectly or fail to verify it?
  → Then the retailer bears the responsibility – including for the costs of return shipping or reshipment.

International returns: even more expensive, even more complicated

Returns from non-EU countries (e.g., China, USA, Switzerland) are particularly problematic. These can incur additional customs duties, return shipping costs, and import taxes. A misaddressed package that the Chinese postal service cannot deliver often results in significant extra costs, which the retailer usually has to bear themselves – unless a clear address verification or other safeguards were in place.

What can online retailers do?

1. Address validation before shipping
Utilize automated verification mechanisms in your checkout or ERP system to identify incorrect or incomplete addresses early on. We offer integrated address verification within our system.

2. Order confirmation with address verification
Have your customers actively confirm the entered address before shipping. A simple note like "Please check your address carefully – we are not liable for delivery problems due to input errors" can be legally helpful in case of doubt.

3. Documentation for verification
Save the customer's original entries and shipping labels. If disputes arise later, you can trace who caused the error.

4. Insurance or shipping options with a return guarantee
If you regularly ship to high-risk countries, additional insurance or a return shipping agreement may be worthwhile. We have the perfect solution for you.

Our tip for worldwide shipping:

As an international shipping provider, we know how frustrating address errors are – especially when they result in high additional costs. That's why we offer not only shipping services, but also customized solutions for address verification, return prevention, and secure documentation of your shipments.

Contact us – we will help you to make your shipping processes legally compliant and efficient.