Word Of Warning
Hi All
just to let you know what a customer has done to us today, ordered a product only £17 however claimed item not received, checked the tracking and item said delivered next day with a photo of the delivery, checked the photo against google maps and i think it has been delivered to the correct address but can not be 100% sure, so we agreed send out a replacement on a different courier that item is due to be delivered today customer received a text to say item is out for delivery and instantly opened an A to Z claim for the first item, customer will end up with two free items
I will try to dispute the A to Z but we all tend to know how these end up, lesson learned is refund not send a replacement
Word Of Warning
Hi All
just to let you know what a customer has done to us today, ordered a product only £17 however claimed item not received, checked the tracking and item said delivered next day with a photo of the delivery, checked the photo against google maps and i think it has been delivered to the correct address but can not be 100% sure, so we agreed send out a replacement on a different courier that item is due to be delivered today customer received a text to say item is out for delivery and instantly opened an A to Z claim for the first item, customer will end up with two free items
I will try to dispute the A to Z but we all tend to know how these end up, lesson learned is refund not send a replacement
0 replies
Seller_d8YGbIjNqwFxn
Agree never worth sending a replacement. Refund them and ask them to place the order again. If they are genuine and still want the item they will place another order.
Seller_mR8hAumPA2CkX
Just a quick update, I have the photo of the replacement delivery sent to this customer and the front canopy has the same orange floor tiles in both photos, i know still not 100% proof but its looking more and more like a scam to me
Seller_mR8hAumPA2CkX
Hi all
ok so customer claimed parcel was not delivered to there address, they said the picture on the tracking was not there house, i asked the usual can you check no one in the household has not taken it in etc. the customer never asked for a refund or a replacement, I said we would send a replacement they did not respond to this, the day after they opened an A to Z claim and won, I appealed the decision saying a replacement had been sent and a photo of the delivery being handed over to the home owner, Amazon refused my claim stating i needed to supply a screenshot or where the customer requested a replacement
it appears good customer service does not hold any sway with Amazon good customer service or bad the customer will win
we are out of pocket 2 items and 2 delivery charges
happy selling everyone
Seller_6A9BM76EEV5EG
I've had this happen. Before they opened an AtoZ and they had said it had not been received, I sent the image from the courier and a screenshot from google maps. Surprisingly never heard from them after that. Even had the wheelchair in the porch that you could see on both images
Seller_KlbXZHzQGSDZv
Google maps is your friend in these situations when you want to show that it has been delivered to the right address. But as mentioned elsewhere when you think its a fraudulant claim never send the replacement refund and ask them to buy again. Best to just note there name and address down on a list and refuse to send to them in the future using the unreliable address excuse.
Seller_IQo80d99W2DzP
It is best to get a Signature from the courier, then screenshot that. (Email the courier and get some sort of signature, that means a lot to Amazon!)
Provide screenshots and links, so A-Z Claims can see details.
Provide screenshots to the Buyer as well of BOTH deliveries, prove with Google and GPS, so they know you know they have the item.
Claim from both couriers as well, they often go back to the address, ask for further proof, etc.
Seller_So4cfa2TwpZTV
This happens a lot due to this we always refund and ask them to reorder if they still want the item. We never send out replacements because of the amount of fraud on Amazon you usually end up losing the money and two products. Our items are generally low value so it's not worth the time and energy for us to fight customers over items not received even when we are sure its been delivered correctly as 99% Amazon will side with customer anyway.
Seller_MAFZoVceIqVCn
I no longer send replacements for this very reason. refund and invite them to re-order, also mention that you report all losses to Royal Mail for investigation to receive insurance compensation for lost items. its amazing how many times the item mysteriously appears.
Seller_SMQGxBtJUz0d6
Sadly unless you used buy shipping or get a signature, amazon uphold the customers a-z claim.
I had exactly this, royal mail tracked to the only house on the road for 100m in any direction, gps coordinates etc, uploaded links and google maps location and picture showing the house, and I still lost!
They thanked me for giving them then info and agreed it was delivered and that it wouldlnt affect my metrics, but the customer was refunded and the seller (me) had to fund the refund!
How is that right?
Seller_uP9LqiYV3yKFy
After some 13 years on selling on Amazon we won our first A-Z last week
Buyer stated delivered and left outside in the rain, image shows being handed to person inside the house with door open
Then they claimed there was nothing inside the parcel - clearly see it bulging in the image
Then stated they were a man and image is of a woman - door was unique and matched on google maps
A-Z opened to state not delivered and I was lying about everything
Amazon backed up our information, I was shocked
Sadly comes too late as we have reduced our sales down on amazon, too many years of headaches to consider this platform worthy of our precious time
