Repeat Not received claimed by same customer
Hi,
The customer has placed 3 orders with us on different occasions. The first order was 7 months ago, the second 3 months ago and the third one 1 month ago.
On all three occasions, the customer claimed a non-receipt and asked for a refund to their Amazon account.
We use Royal Mail 24 service with 2D Barcode and none of the orders are showing delivered.
We are finding the whole thing suspicious! Normally if a customer would not get their order once or twice then they wouldn’t bother ordering the same product, the third time ( We have our own private label). On all 3 occasions, the customer has very casually asked for a refund and created no fuss for non-delivery. Usually, we rarely have deliveries going missing and if the address is wrong then almost always gets returned back to by Royal Mail but none of these parcels have been returned back to us.
I think I cannot block this buyer, was thinking of reporting a violation but since the tracking is not showing delivered, I wonder if there is any point?
Does anyone know how to counter this issue so that we don’t end up using more items? The product cost £9.97 and our margin is very low so we cannot upgrade the postal service. Even if we do upgrade the delivery for this customer, it will be difficult to keep a track of when this customer orders again.
Any input would be appreciated.
Thanks
Repeat Not received claimed by same customer
Hi,
The customer has placed 3 orders with us on different occasions. The first order was 7 months ago, the second 3 months ago and the third one 1 month ago.
On all three occasions, the customer claimed a non-receipt and asked for a refund to their Amazon account.
We use Royal Mail 24 service with 2D Barcode and none of the orders are showing delivered.
We are finding the whole thing suspicious! Normally if a customer would not get their order once or twice then they wouldn’t bother ordering the same product, the third time ( We have our own private label). On all 3 occasions, the customer has very casually asked for a refund and created no fuss for non-delivery. Usually, we rarely have deliveries going missing and if the address is wrong then almost always gets returned back to by Royal Mail but none of these parcels have been returned back to us.
I think I cannot block this buyer, was thinking of reporting a violation but since the tracking is not showing delivered, I wonder if there is any point?
Does anyone know how to counter this issue so that we don’t end up using more items? The product cost £9.97 and our margin is very low so we cannot upgrade the postal service. Even if we do upgrade the delivery for this customer, it will be difficult to keep a track of when this customer orders again.
Any input would be appreciated.
Thanks
3 replies
Seller_tRuvBEHDedp4q
The only thing I would suggest it to verify the address with customer.
It a bit of grey area messaging customer but I think in this case I would risk it as you are verifying the address the customer has told Amazon to be correct as you have had 3 parcels go missing.
You could also look up the house on street view and check with customer colour of door or some other feature.
Other than that and upgrading postal service if you manage catch customer ordering again I have no other ideas sorry.
Seller_L2WLWf8N814M4
Hello @SilKeep,
Considering that the parcel didn’t showed as delivered have you contacted RM and ask info about the status of those parcels?
Regards.
Nickolas
Seller_rGtEcZnu0JTRD
Trouble may well be that the postman there does not bother scanning the parcels, this is not uncommon and is a problem with not using a tracked service. Unfortunately with Royal Mail saying the item has not been delivered, then you have zero chance of defending it, Amazon would have invited the customer to apply for refund due to it showing as not delivered.
I would also query the address, and check the details on the Royal Mail website, to see if anything is missing, other than that looks like you do not have too many options due to the postal service being used.
