Customer Fraud Different Delivery Name & Different Buyer Name
A customer purchased an item on Amazon but the delivery address & name is different to the buyer account name.
The buyer contacted Amazon and stated the item was not received even though the courier has a signature of the customer name on the delivery address and they investigated and confirmed the item had been delivered to the correct address according to the GPS and interview with the courier on the day.
Amazon has of course refunded the buyer and the recipient claims the item was a prize she won online and does not have the address of the account name buyer to provide to raise a small claim court against as Amazon have rejected the safe t claim. Do you need the account buyer name’s address also to proceed with a small claim court case or is the buyer name + recipient and delivery address suitable enough to proceed with small claim court? Please advise as it was an expensive item.
Thank you
6 replies
Seller_mSOKYe4qm42Ph
Was this FBA or FBM? If you have proof of delivery along with a signature, GPS tracking data going to the address that the item was ordered to- then there really should be no issue in getting this money back.
The buyer put in the address they wanted it sent to> it was delivered> you can prove this. that should be the end of the matter… I feel your pain here.
Before speeding off to the small claims court- I would get the managing director involved- write a clear email explaining the issue and send it off to them ( you’ll be able to find the email address on the forums)
Out of interest, what was the value of the item?
Seller_z6B2L9xab6HlP
Try taking action directly against Amazon. They tend to fold a few days before the case is due in court, but you’d still need to go through letter before action first.
Amazon will also have the seller’s details should they argue they shouldn’t pay up on this basis. Amazon’s current terms and conditions say you shouldn’t take action against buyers, but that clause is likely to unenforceable.
Seller_bhSWqoVh7Pn98
Email: managingdirector@amazon.co.uk
Explain that the item you sold was delivered and signed for. AMAZON need to accept liability as they check the name/delivery address and not you.
Provide link to the courier website and tracking number.
Amazon Customer Services refunding the Buyer means Amazon need to accept the Safe-T Claim. You should not have to take to court.
You should at least get most of the money back, Amazon do not seem to cover the full amount, but at least you should not lose out against cost price + Amazon fees, shipping etc.
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If you did not use Buy Shipping, then you also need to also inform why, with a valid reason (eg sent to an area where Amazon informed that Buy Shipping was not available and to use another courier). As I assume that is why they gave as a reason for not paying the Safe-T Claim?
Seller_EJIX7rqDNQJi2
You did not mention whether there was an A-Z claim open, this was a FBA or a SFP order. Without any details, no one will be able to advise.
Buyers are not required to have their shipping address match their name. And with the signature proof of delivery, you should be able to successfully defend any potential claim.
Since you mentioned having a Safe-T claim denied, it indicates this could be a Seller Fulfilled Prime order and for these all customer service is provided by Amazon and different policies apply.
Here are the conditions for a reimbursement through Safe-T claim, which you need to open:
”Delivery label was purchased using Buy Delivery Services. The customer claims that an item was not received, however tracking shows ‘delivered’.”
The page also includes instructions how you can file a Safe-T claim and here is a contact e-mail address: safe-t-review@amazon.co.uk
Seller_Rds42gzScDQFa
You can download an order report file that shows the buyer’s name and contact details.
