Customer saying not received but signed for
Bit of a story as I make customised items which often take quite a while to make.
They were though sent before the dispatch date and signed for by them well before the expected delivery date.
A couple of days ago they left bad feedback saying they had not received them and they were too expensive etc etc.
Amazon have removed this feedback.
Now I have had the question for a refund saying they have not received them.
I have confirmed to them that tracking shows they have been signed for.
Where do I stand with these people.
6 replies
Seller_DROodOAYHftnc
That is unlikely as no signatures are being taken at the moment due to Covid - the postie might sign on customers behalf.
Not only confirm with them, but send the link to the page that the item has been delivered. Send them full details of when and how it was sent, and also tell them that GPS co-ordinates confirm that the item was delivered.
Lots of other possibilities - has it been left with a neighbour, put in a safe place etc ?
Seller_Xtb6vIhzOSaXT
Had this from amazon the morning. Do you think this is because they have tried b4 or the feedback az removed gave it away. Pleased but guess they can appeal.
We have denied an A-to-z Guarantee claim of £29.99 on order 205-7584639-4617112. No further action is required from you at this time and we have not counted the claim against your Order Defect Rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the claim was filed out of policy or we detected customer activity that violated our policies.
