Fraudulent cases/Returns
Hi,
Was hoping someone can offer some advice for me. I have two orders that I am at a loss with.
Order 1 = Customers order was left in a front porch, but customer is denying it was her address, when you look at the POD and then google map the address is clearly matches. In the POD from the courier you can see that the customer has some ornamental ducks in the window and you can even see them on google maps - so pretty certain it was the correct address. All information submitted to Amazon but a-z sided in customer favour.
Order 2 - Customer placed and order for a bed, which was sent in two parcels at a total weight of 56kg, customer reckons they returned both items using one Royal Mail 24 label so clearly we do not have the item back ( total scam I know and happens all the time ) as a result customer was refunded on first scan, again submitted everything to Amazon with no luck, I even have a letter from Royal Mail confirming they would not have accepted this parcel let alone deliver it. I tried a Safe T claim but this was clearly denied as tracking number shows delivered.
Does anyone else get these fraudulent claims and if so how do you manage them? I have tried to reach out to Amazon but am not getting anywhere and they seem to be getting more frequent, people clearly now how to play the system don’t they,
Thanks
26 replies
Seller_7VbclcPFFRTnc
For future, if the bed was over £100 you need to exclude it from auto returns so that in future you can arrange a courier
Seller_SITNVuZK87zGK
On Order 1 - unfortunately, without a signature, you aren’t going to get far.
While Amazons policy pages on a - z claims state the following…
Require signature confirmation: A signature helps Amazon determine if a customer has received their item(s). If it is unclear if an item has been delivered (for example, if we cannot establish via other tracking information that the item was delivered to the customer), a customer’s claim is more likely to be granted which is why a signature confirmation is helpful.
…Amazon basically expect a signature. They will ignore photos, they will ignore GPS details, they will, to an extent ignore messages from the customer that states they received the goods. They want a signature.
There is a chance the parcel was stolen from the front porch after delivery of course, you can’t prove that. Unfortunately, you will almost always lose these a - zs. You may be lucky and get the a - z amazon funded, that is the best you can hope for.
Seller_xUKHc5xSYJmI4
I know I have had several deliveries from Evri they usuallly leave the parcel in a safe location such as the front door or porch or back side gate. I receive an email when the delivery is made therefore if you have provided the courier with this information they can communicate with the customer directly.
Seller_nRhZxElkqUPAM
Actually I have one now where RM has left propped up against a door on a rough looking estate. RM claim its been left inside an outbuilding. StreetView shows the house has no outbuildings and the front door / brick matches the RM photo perfectly. In this case - should RM accept the responsibility?
Seller_xUKHc5xSYJmI4
There will always be dishonest people we had one yesterday who ordered something for a few quid and then claimed its damaged. Most of our claims are by the same group of people. A cordinated activity instigated by a competitor.
Seller_g9A9pMrqcDqa1
OP, with regards to order 2 if the tracking shows the return was delivered, what did you actually receive? A Safe-T claim will pay out if a different item was returned as you upload photos of the packaging. This would have proved the buyer did not return the ordered item.
With regards to order 1 you could try claiming from the courier as the item could have been stolen from a porch (unlikely I know if you’re certain the photo is of the buyer’s home and they’re denying it is).
Seller_WIndmNYDp7rQF
Returns process for sellers is broken.
A-Z claims for sellers is broken.
Amazon need to create a fairer process
Seller_ZYNjWjpd9wbWi
Hi,
Currently fighting Amazon over an AtoZ, not a huge amount but the principle.
Order received
Shipped by RM Tracked 48 next day
Heard nothing from buyer for a month then e mail saying not received
Check Tracking and there was a nice pic of order in outside letterbox,
Now the strange bit, the letterbox has the buyers house name painted
on it!!!
AtoZ say lack of proof of delivery…
Comments welcome
Seller_C8Aivzaqj2YMR
But we are talking about Amazon, so if you use Multi-Channel Fulfilment and get Amazon to deliver your off Amazon sales from your FBA stock you still hit problems if the customer claims non delivery. Amazon Logistics do not, as you say, get signatures, and yet Seller Support just repeat robot fashion “it’s delivered and we cannot provide proof” and refuse to reimburse the cost of the lost goods.
Seller_0JE9XxuoJRj3Y
@Jessica can we get some clarification on this matter, I have a clear case of fraud going on and I cannot seem to get anyone to listen.
