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