If an item is left outside and ruined, where do I stand?
A customer has gotten in contact to say that a package containing health and beauty products was left outside his residence in the rain, damaging them to such a state that he’s had to throw them away. There is no evidence to back this up as he has already disposed of them now, what’s our standing on this? Anyone experience this before?
30 replies
Seller_mBENc0rmDmw5W
The “thrown away” is rather indicative of a freebie seeker, but unfortunately it is his word against your suspicions.
The buyer may be telling the truth (though most would retain or photograph the “evidence”). You could politely request more information and ask if the item is still in the bin or if there are any photos, telling them this would greatly assist you … blah blah.
Unless you can obtain proof that this did not occur then I guess you will have to refund, (and attempt to claim from the courier perhaps ? )
Seller_hC0hNVDuILaKO
If he complains that the items were ruined then authorise a return.
You will then be covered in the event of an A-Z claim for damaged goods as you can point out that you will refund on return.
The buyer says he has thrown the goods away so can’t return them, so in reality NO REFUND.
He would not be able to ask for a refund without return at a bricks and mortar store so why does he expect you to comply with this ludicrous request?
The least he should have done was send photos of the destroyed product before disposal.
Seller_saK5Ah2SaNYjL
I had one like this a year ago, I had asked them to get the item out of the bin and photograph it but they refused. They opened an A-Z.
Amazon refunded but the refund was Amazon funded. There’s not really anything you can do about these sort of buyers.
Seller_3zHSvMNjCvMvJ
We’ve asked for evidence, but the customer is insisting his bins have been taken this morning and so he cannot return or provide pictures, waiting on a presumed A-Z
Seller_jjQ4dQOPjTmqs
+health and beauty products was left outside his residence in the rain, damaging them to such a state that he’s had to throw them away.+
Really? Surely those products would come in water impermeable pots. How could rain seep through the packaging and then through the containers.
They’re trying it on.
No return - no refund.
Seller_d5xGVic0qWqw7
Hello
check the date delivered whether it was actually raining on the day and also check bin collections dates.
google weather condition on the day - im sure if they are lying there will be no weather forcast for rain.
The problem here is amazon will refund ourt of their pocket
and it will effect metrics too
amazon need to start evaluating these things based on images and see proof.
this way they can reduce a significant amount of refunds issued out of their pockets.
the amount i get to say item was damaged and they gave to charity and cant send a pic.
Aamzon really needs to stop believing them and really think do they want to retain such customer that abuse claims as all they want is to refund on all orders and amazon has to pay for it.
Seller_ot1yoI6xVSF8j
Snap… Had one today saying they received a piece of material instead of a £40 jacket. Asked for proof and they also said they had thrown it away. They have opened a returns case and I asked them how can they return something that they have thrown away. Now my question is how do I close this return case without incurring any bad matrix failings…
Cheers
Seller_OC4AKQTpHwKwL
Get in contact with SS ASAP, they will “alert” the payment guarantee team & this should stop you getting an A to Z.
We had something similar, see below. It has been edited, RM will not cover this situation as I explained again today. Our “Customer” is very persistent. Dig your heels in & keep saying no.
She didn’t provide pictures, so I feel she could be a free loader
Hi Sue,
Thank you for your emails.
In response to your last email, where you suggested that my neighbour should replace the parcel, I’m afraid there’s little chance of this since they are not very well off. I’m not really sure what to do as I don’t really want to start a ‘neighbour war’, especially this close to Christmas…
I’ve just had a look on Royal Mail’s website and it says this:
" If any items are delivered to a neighbour and are subsequently lost or damaged, you as a consumer will still be able to make a compensation claim in the normal way. All claims will be investigated and assessed under the normal processes and in line with the terms and conditions of the service used."
So it seems like maybe we can make a Royal Mail claim? It sounds like it would be made from our end though, rather than yours, so I’ll get in touch with Royal Mail tomorrow and ask them about it.
Thanks so much for your help with this.
Amy
Hello Amy,
As you are aware we have had communication. We have had to respond to the return request under the Amazon Selling Regulations
We pay Royal Mail to deliver our parcels, which they have done correctly. Royal Mail, Climb Europe & Amazon can’t & won’t be held accountable for damage to any parcels after delivery. This means that Royal Mail will not cover the cost of the replacement. Climb Europe sent the product with Royal Mail & it was delivered in the appropriate manner, so we have completed our legal obligation. As you have already explained your neighbours dog damaged the product, it isn’t really fair that we should cover the cost of the replacement or the additional postage.
Sue
Dear Climb Europe and Amy
This email is being sent to you by Amazon as notification and confirmation that a return authorisation has been requested for the item(s) listed below.
Climb Europe, please take action on this return request in the Manage Returns section of your seller account. You can also respond to the customer by replying to this email.
Amy Romijn, the information below confirms that you have requested authorisation to return the items below to Climb Europe. No additional action is required from you at this time.
Order ID: XXXXXXXXXXX
Item: ClimbOn Products 2oz Creme -
Qty: 1
Return reason: The item and the box or envelope it came in are both damaged Customer comments: Item was delivered to my neighbour who has a dog. The package was ripped open (neighbour apologised and said the dog ‘got it’) and the Climb On tube has teeth marks in it and has burst at the top.
Request received: December 20, 2017
Best regards,
Amazon Services Europe
Seller_lljyzgTxr5fgI
We have just had a similar case whereby the courier left a parcel over the back gate. It rained heavily, soaked the cardboard box and the box for the goods inside. Fortunately, not high value but I had no reason to suspect any foul play by the customer. We refunded and then submitted a claim to the courier without asking the customer to return the item. Not worth the return postage cost or their inconvenience of taking it to the post office. The courier refunded on production of the email from the customer as the driver admitted to leaving it outside.
