Delivery Dispute 2300EUR
Hi,
We sell high spec gaming PCs (1500+ EUR) to Europe and I have had a customer dispute a delivery. It’s the second time this has happened in the 15 months of being on Amazon, the last time it happened they opened an A-Z and it was swiftly declined as the tracking showed delivered on time with a signature and the customer stopped messaging me after I sent them a proof of delivery.
However, this time it’s a little different. According to the tracking, the parcel was delivered to the customer in Spain earlier than the Amazon deadline and was signed for. The proof of delivery is available and I can see the time, date and signature. I have spoken to the courier who have asked the driver for more details and the driver has said that a man identified himself as the customer and signed for the parcel at the address. Of course, the customer flat out denies this and claims he was not at home, only his mother was and that the proof of delivery is false.
The signature on the PoD does not look like a persons signature, just a scribble and a loop, and it also says that the parcel was delivered to the front desk / receptionist whereas the driver stated a man identified himself as the customer and signed for it.
It’s all very ‘he said she said’ and is getting rather annoying. The customer is getting very annoyed and is threatening to file complaints against the courier and sue them etc. They opened an A-Z claim on the 10th July which is still under review. I have provided the necessary information to prove delivery. The thing is, the customer seems very genuine. They haven’t said anything about leaving negative feedback or really sent any hate towards me about this. Usually a scammer will just threaten negatives and A-Z claims, but this customer hasn’t at all.
I’ve gone back to the courier to ask for clarity on whether the parcel was delivered to the customer as stated by the driver, or at a front desk / receptionist as stated on the PoD.
I guess I’m just asking if there are any other steps I can take here to sort this out? Like I mentioned, this hasn’t happened much before.
Thanks, Matt
Seller_7VbclcPFFRTnc
wait to see what amazon do first
if you refund , you’ll get a defect
if they find in buyers favour, you’ll get a defect but at least you can claim from the courier
they may find in your favour fullstop
they may find in your favour but refund the buyer themselves
5 replies
Seller_7VbclcPFFRTnc
as you’ve uploaded the proof of delivery you will need to wait to see what amazon decision is
Seller_AFC8oZfIXDfLr
Hi, thanks for your input.
I have heard back from the courier now and they have said the driver is standing by the fact that he delivered to the consignee at the correct address. They have allowed us to file a claim for the loss of the parcel.
Now, since the customer has an A-Z claim open, if I refund the customer it will definitely go against our account health right? And if I wait for the Amazon decision, they will either refund him and, again, my account health will be affected. Or they will decline the A-Z claim and no refund will be made.
Then I guess I’d be in a moral dilemma, whether to refund the customer or not.
Seller_7VbclcPFFRTnc
wait to see what amazon do first
if you refund , you’ll get a defect
if they find in buyers favour, you’ll get a defect but at least you can claim from the courier
they may find in your favour fullstop
they may find in your favour but refund the buyer themselves
Seller_AFC8oZfIXDfLr
How long do A-Z usually take to resolve in your experience? The very few that I’ve had were all declined within 24 hours. This one has been 4 days now.
Seller_7VbclcPFFRTnc
mine are usually 3 days most but yours is a high value order so may take longer ?!
