A-Z claim for delivered and signed in Italy
Hi,
I was hoping I could get an opinion and help from one of the Amazon staff on the A-Z claim granted by Amazon today.
Order worth €92 was delivered and signed in around two weeks. It was delivered by GLS and signed by the customer with his name as it can be seen on the tracking page.
Right after the delivery customer messaged us that he hasn’t received it, he had never responded to our answer, 24 hours later he had opened the A-Z claim and obviously Amazon had granted the claim in the customer’s favour.
Delivery was within the time frame and customer had signed with his surname.
What do I do now, what do I need to tell Amazon when now, as I will be appealing? My understanding is that the wording is important and simple “order was delivered in a timely manner and tracking Xxx shows delivered to the correct address and signed by the very customer who had ordered the product” is not enough.
What is the point in selling on Amazon at all? These days I rather panic when I see high valued goods sold here.
0 replies
Seller_xUKHc5xSYJmI4
You have couple of options follow the appeals process with the following short version of the appeal
Order date:
Order Dispatched on:
Tracking Number:
Delivered on:
Signed for by customer
Second option is the follow the courier claim process so they can investigate see if the signature matches the customer.
Seller_lljyzgTxr5fgI
Personally, I would go direct to the MD using the email address. You have experienced what many of us have experienced in the past with Italy. We stopped selling there (both here and on Ebay) even before Brexit because of issues with goods being delivered and then claimed not to be. There have been a number of threads about Italy in the past and it does seem to be a particular problem.
Hopefully going direct to the MD will be helpful though one of the moderators might pick up on this thread and advise further, once tagged @Winston_Amazon; @Nickolas_Amazon; @Maja_Amazon
Seller_tRuvBEHDedp4q
Was the item photographed on delivery?
Did the GPS coords of the scan show it delivered to correct street?
Was the actual customer in photo, holding up their passport or other photo ID?
Did the signature match the ID?
Were they holding the parcel in the other hand clearly showing the parcel you sent?
Was the door number clearly shown in photo?
Sorry to be so glib but it is coming to be the amount of evidence Amazon will want to see before they accept parcel was properly delivered.
Winston_Amazon
Hey @Watch_Strap_Centre_U,
I have sent you a direct message, please check your inbox, also thanks to everyone for your posts and @Retro_Emporium for tagging.
Regards,
Winston
