Buyer claims non receipt of item
I have a buyer who has claimed non receipt o fa £25 item.
We send RM48 and have a proof of delivery scan with the gps location of the Flat .
The address is 100% correct.
I gave the benefit of the doubt and resent the item which was delivered 2 days later .Again scanned at the doorestep by RM but this time no GPS data.
5 days later i get an email to say she has not received anything yet?
I obvoiusly ask her to check with neighbours and other householders and send her the links to the RM POD.
My gut feeling is she wants 2 free products and a refund as its very unusual for 2 deliveries to go astray!!
I could of course just move on, refund and politely say that im not willing to resend it again or should i be handling this another way?
15 replies
Seller_7VbclcPFFRTnc
Never send replacements as it leaves you open to this very scenario but with the addition that an a-z can still also be opened
Have you asked her to confirm the address and asked her if she was in at the time stated delivery took place
Being a blocks if flats, it may well have been left out and stolen
Seller_DROodOAYHftnc
Yes !
You made a big mistake in sending a replacement - fallen for the easiest scam.
Always ask them to confirm address, tell them there is a delivery scan with GPS location showing as delivered.
Always ask them to wait a few more days in case there has been delays - most reasonable customers will be happy to do that, and RM do not consider an item lost until 10 days from posting (though might be different with RM48 ?)
There are other ways to weed out the ones trying it on.
Then, if still does not arrive refund and tell them to re-order rather than send a replacement.
Seller_UmiN1IyD9F9EV
Im well aware that the buyer may be trying it on and have asked all the questions and given proof of the scan/GPS.It doesnt mean diddly squat on a RM 48 parcel
Regardless of what she says (may or may not be true) we are under obligation to resolve the issue. Now i either take the hit, thus try avoid possible negative feedback(important to me) and the possibility of an A-Z which i will probaly have to fund anyway (on a RM 48 parcel)
Its a catch 22 situation, unles im missing something.
Seller_B4VbHpnDLDLAU
also always send an equiry to RM - we use this form https://www.royalmail.com/forms/myrmservicesupport
Royal mail do keep records of addresses with multiple claims and posties are likely to be pulled on it.
we get good responses from them
Seller_8EpxaNNvZmQ42
i m in the process of deciding whether to close my account im sick to death of atoz claims the buyer never contacts me just opens an atoz iv appealed them nothing back this has now had a big impact on my sales because of this iv now got 4 going on when i message them no response back so where do u go from there its a joke i went on live chat might aswell be talking to a brick wall
Seller_8f9uYRNpwImUV
Yeah, you can order items, say you haven’t received it and whether there is proof or not Amazon just refund basically anyway. Just have to accept people will basically fraud you with ease and if you want to continue selling on Amazon just have to be willing to be happy to be ripped off occasionally. Not for me as don’t allow them to put the fear of god into me everytime you send an expensive item, at least it was only £25 but to me it still annoys me that you got stung. Good Luck in the future. You are better asking for help on the forum than waste your time with the ‘bots’
Seller_ae51e0CJoHqCX
You should never give the benefit of the doubt. There is not a lot of doubt when you have a GPS scan and co-ordinates.
I get regular claims of non receipt but the trick is not to be drawn in.
As soon as a claim comes in and I have a confirmed scan with out without co-ordinates, I immediately respond with the following.
************Hi Thanks for your message, I have the following details for your delivery “copy and paste of royal Mail delivery confirmation” , I would recommend you check with anyone in your household who may have access to your mail. For further details on tracking and finding your item please visit the Royal Mail website. ************
That is usually the last I will hear. if I get a follow up, I repeat the message (It is quite annoying for the customer but I learnt that trick from Amazon seller support when trying to resolve my own issues) or it maybe that they raise an A-Claim.
If it goes to A-Z, one of 3 things will happen. It will go against you and count against your stats which to be fair is unlikely and option to appeal. It will go against you but be deducted from your stats which sadly is now becoming common place or you will win.
The issue is that if you try and do anything more like replacing or accepting there is a problem you will lose the claim plus any benefit that you have added in trying to resolve it.
Seller_bi8rGHHcLpoVs
With a case like this, I would let the customer open an A-Z - we find that if the tracking shows delivered, Amazon will self fund and the A-Z doesn’t count against us.
Seller_8EpxaNNvZmQ42
all my items are of low value and if i start charging for sign for or tracking items would never sell most of them havent contacted me at all just open a atoz claim and get it granted so what else can u do apart from close my account its not worth me trading right now as they always go on sellers side and i told live chat that yesterday we dont have a leg to stand on all they said was the only other option is to do sign for so i said that doesnt matter i had 2 that was sign for same person buyer who claimed wrong item sent opened a return then a week later claimed item not received i sent the tracking showing its delivered it took that long it came of atoz as the 60 days was up but its had an impact on my sales so where do u go from there
