Special delivery item delivered but tracking issue and customer claiming non-receipt
Hi everyone.
Just after a bit of advice on how I should handle this situation:
£600 item sent Special Delivery, tracking suggests that item is ‘out for delivery’ on the correct day but then no signature/ confirmation of delivery.
Customer complains a couple of days after delivery day claiming non-receipt and threatening A to Z claim.
I phoned Royal Mail who contacted the depot. The depot say that the item was in fact delivered on the correct day but that their scanner was not working hence no confirmation. They are sending me a letter in the post to confirm delivery.
So then it seems the customer is opportunistically trying it on since they were aware that the delivery confirmation didn’t take place. I suppose I can expect an A to Z claim.
Should my letter from Royal Mail confirming delivery suffice in defending myself against the A to Z?
Should I somehow send a copy of the letter to Amazon customer support pre-emptively?
Thanks!
47 replies
Seller_amUAzjvL5uIzu
Just be ready with a Letter before Action for the buyer & a report to Action Fraud if it does not go your way.
Seller_Hib4Gh3vzR1lA
Thanks guys, you helped clear this up for me. Sounds as though best option is to defend A to Z claim and if that fails then perhaps seek appeal and then last resort LBA + action fraud.
Seller_MT8rt0A2OpbCx
I would give the “customer” an opportunity to back track with something along the lines of:
We have been in touch with Royal Mail, who have in turn contacted your local office and confirmed that the parcel has been delivered to the correct address. It is likely that someone in your household has taken the delivery, but not informed you. Please can you check and confirm whether or not this, or similar has occurred. If you still can’t find the parcel, please let us know and we will ask Royal Mail to start an official investigation. They take missing Special Delivery items very seriously, so we would appreciate it if you would cooperate fully with their investigation.
It might just miraculously turn up, it might even have actually happened as above 
Seller_Hib4Gh3vzR1lA
Update:
Help needed!
So, this A to Z case concluded with Amazon absorbing the refund (ridiculous IMO as it was an obvious scam).
Now today, I have purchased/ printed two postage labels for items sold and I now realize that they are from the same scam buyer! £700 total this time.
I am sure that the buyer has decided that his scam worked out well the first time and so now that a bit of time has passed, he is back for round 2.
I have until Monday before the postage labels need to be used/ items posted so I have a bit of time to decide what to do.
Is there any way out of this without risking any account defects?
It is incredibly absurd to me that Amazon do not allow the blocking of scam buyers.
Seller_Hib4Gh3vzR1lA
I hoped to not have to reply to this thread again but alas, the saga continues…
So, I ignored the last email from the scam buyer where he asked if I could send instead to his ‘business address with 24 hour secure CCTV’.
However, he has now just re-ordered the same two items (£700 value) using his business address.
Obviously I want to cancel the orders but two issues:
I can’t easily give him the ‘undeliverable address’ reason since it’s a different address.
If he leaves negative feedback for all 4 transactions then that will hammer my feedback rating and put me over on ODR and possibly have my account suspended.
Any suggestions on what I should do? This is becoming really painful now.
Seller_Hib4Gh3vzR1lA
Thanks for both of your inputs.
Am I being naive/ optimistic in thinking that I could contact Amazon somehow over this weekend and that they might understand/ help?
If that’s a realistic possibility then what’s the best method?
Seller_JHdYYHAeKWpb1
I would suggest you ask Royalmail to sent the letter via email and post… I have had this situation happen to me in the past, the letter took a while to arrive. email the said letter to the buyer that usually shut them up. Once you load it on the system I hope Amazon will see the audi trail.
Seller_Hib4Gh3vzR1lA
Sorry to have to bump this up.
Does anyone think that Amazon themselves would be willing to hear me out on this and help me?
If so then what’s the best way to get in touch?
