Stolen from customer's front door???
Customer claims to have a £140 item stolen from their front door, open's the A-Z claim and Amazon has refunded them!! How? Why?
Customer showed me stills from their door cam but that could just be anybody, could be him pretending to be somebody stealing it. I don't believe the customer but lets just say it was legitimately stolen...
I asked the customer to call the police, get a crime reference number and i will look at claiming against the carrier (Evri) and guess what the response was.. "I don't want to get police involved, my Mum and Dad are under stress" and "iam too young to get the police involved"
Do Amazon ever NOT refund customers ????
Now i have to go back and forth with appeals to try and get whats fair
35 replies
Seller_mS10UjVYuuGor
There is no motivation for the customer to involve the police once they have already been refunded but if they've sent you the evidence you could involve the police and ask the customer to act as a witness. If the police did turn up at the customers house to take a statement you might find out if the customer was also the thief and/or deter any future act if they weren't being honest.
Assuming you sent the item on a service requiring a signature was it signed for by anyone?
Seller_QFivb25YBNqBc
Refunds by any means possible have been Amazon's means of attracting buyers lately. If you have ever purchased anything from Amazon, you can try to return this item to see how easily Amazon direct your attention to A-Z claims.
Appealing such a claim has a minimum chance of success. I tried to return an unwanted Amazon this week, and the seller begged me not to open an A-Z claim. As a seller, I felt his fear for the claim, I have been there many times.
I am not sure how the police would help you in this case.
Seller_DTrNv5POp8UZl
You should be paid by EVRI (if you covered the item) as the driver shouldnt have left it unattended on the step so with the footage you should take that to them and be successful.
Seller_CszMeLyCnKpeE
Thanks for replies
I think iam just going to try and not let these things rattle me so much in future even though they are so silly
We know Amazon has built the empire on putting the customer first (a clear first over sellers)
I just wish it felt like more logic was coming back from the claims department sometimes but i appreciate the platform
Its like somebody said on another thread i read, you have to just factor it into expected earnings long term, we will all get scammers (or freak incidents if this guy wasn't a scammer)
Peace to fair luck to all 3rd party sellers
Seller_QFivb25YBNqBc
No buyer would go through this process. Very few buyers would keep in contact after they have received their money through a claim.
Seller_KlbXZHzQGSDZv
Claim through EVRI providing that you used a tracked/insured system (£140 and not then there is no sympathy). Person claims to be too young to involve the police are they old enough to be using amazon??
Seller_pvx82zrXMTSpX
I send all items Royal Mail Tracked, Signed For. Therefore if a customer even hints at "package not received" and all of the delivery details (image, signature, GPS coordinates) match the delivery address provided, I inform them that it must have been stolen and I will be raising a case with their local police authority to protect them and their community.
9 times out of 10 I never hear from the customer again or they inform me that the package miraculously appeared because their "aunties, step-brother's, grandma accepted the delivery and took it on holiday with them". Seriously, I have had responses like this before.
The others continue to try their luck with an A-Z guarantee claim which is often granted on behalf of the customer to "preserve the customer experience"; also known as "enable fraud". Yes, this even happens to deliveries with signatures as Amazon Seller Support do not know their own policies! I feel your pain.
Whatever the decision, on behalf of third party sellers please report the buyer to Action Fraud UK. You won't get your money back but the buyer will be added to a database and if their address and details are flagged enough, action will be taken eventually.
Amazon will face sanctions over this one day and we will all be able to make our own A-Z claims to an independent body in charge of securing compensation! This is what I hope at least.
All the best.
Seller_gpqqZ5FYuNK50
When I lived in East London until a few months ago we had 20mins before addicts broke into the building and stole parcels by the door. Record we had is 30mins, every day we’d watch our parcels get stolen. You can definitely claim with the courier, they shouldn’t be leaving it outside, every parcel we would leave instructions not to leave outside, only 1 in 10 didn’t listen and we would get refunded
Seller_W9yo5Cx6uU7iL
Hi. I don't reply often to posts. Sorry to hear this has happened to you. I have sold on Amazon for over 20 years - the last four professionally. Can I make a suggestion for the future. Don't use any other carriers except RM. I know they are not the fastest (unless you want to pay more money for delivery), but I have found they are the most reliable by a mile. They wouldn't have left the item like that - they would have tried to deliver it again, having left a card saying they had attempted delivery. The route is much safer and stories like this shouldn't happen. Hope you get some justice.
Seller_IQo80d99W2DzP
Do not Appeal again, until you get all of the evidence.
I had a Buyer that was proved to be a 12 year old child before, the parents did not even know he was buying expensive items and claiming all not received that were not Signed for as he had seen online to scam Sellers.
Send a letter to the address (parents will open if it just says Mr .... , do not use the first name).
Report to the Police, even say to them you wonder how old he is by his comment. They will then report back, ask for details in an email, you can send to Amazon.
Evri, ask for details, did you get a Signature? - if not, why not for that value. They still should pay what you are covered for.
Did you use Buy Shipping?
We only use Evri if no other choice, and then always Tracked + Signed For. They are better than they used to be, but can leave a parcel in an '(un)Safe Place' of any value. So Signed is the only way with them, and we add a bright sticker on the parcel saying SIGNED FOR ONLY.
Royal Mail and DPD, use Buy Shipping, then far less issues for you in the future.
