Customer claiming non-delivery (FBM)
Just wondering if anybody had any advice on how to proceed with this..
I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.
This isn't an issue to me and I would happily comply with their request in normal circumstances.
However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).
I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.
Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.
Thanks in advance
Customer claiming non-delivery (FBM)
Just wondering if anybody had any advice on how to proceed with this..
I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.
This isn't an issue to me and I would happily comply with their request in normal circumstances.
However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).
I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.
Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.
Thanks in advance
16 replies
Seller_ZVAz3d5lZuGid
I would say NEVER just replace - if they are trying it on, they will then have two of the items !.......and yes, sounds fishy !
Maybe explain that the parcel was left at the rear as no-one in, and ask them to check, and that as the delivery photo confirms it WAS delivered to the correct property, that they would need to confirm for you to be able to make a claim from the carrier. It is a sad thing that many Amazon customers now know how to play the system and get freebies. If they confirm they have not received it then you will need to refund, and then tell them they would need to re-order. You may never hear from them again if they realise they have been found out - sorry, that's the cynic in me !
Seller_DfMOm9tgJKAex
I point out that as there is photo and GPS location showing the item was left at the correct property, that 1 of 2 things has happened
1, the postman stole the item
2, the item was stolen after delivery
I ask them to double check where the photo indicates it was left, if its not there you will report the item to both the police, and to Royal Mail investigations as being stolen.. RM will speak to the postman, and the police will investigate the theft
I indicate that as the item is considered in the charge of RM until delivered and that if there is any legal action for mail fraud it will be RM that takes the action
oddly enough 99% of people say 'I just checked and found it'. or 'someone else brought it in and didn't say'
Seller_ZOZTdubuqFBLp
If the buyer has not replied I would sit tight until they do. The ball is in their court. If the buyer tells you that they have checked and the item is not where the carrier left it personally I would refund. The ultimate outcome is that Amazon will refund the item and the buyer will proberbly leave negative feedback.
Seller_YpGZNzOJC6Bme
We use Amazon Logistics and Evri and get these EVERY day! Geo code and pictures show at the address and the customer claims none delivery! This is the new way to commit fraud and I would never just give them their money back as the majority are trying it on! We ALWAYS report the buyer on the below form so Amazon can look into the account and if they do it regularly then Amazon should take action and remove them! We also report the message as "The buyer is trying to deceive or defraud me" especially when there is a picture!
If all of us are reporting these then hopefully this should prompt Amazon to get rid which will protect all of the other sellers! The more of us that report these the better!
"The customer claimed they haven't received their product, however ship track is showing it was delivered"
https://sellercentral.amazon.co.uk/abuse-submission/form/buyer-abuse-refund
Seller_lgDtF0IEVQjcR
this is the reason i always use royal mail ''signed for'' service. i know it's bit more expensive than evri, but i know it will never gonna be left outside. so far only claim i had regarding non delivery was via evri...
Simon_Amazon
Lots of valuable insights under this thread! 👏
-Simon
Seller_x2yIPYib7lsOC
make sure you put the tracking details on the customers order details as this is going to a a-z claim
Customer claiming non-delivery (FBM)
Just wondering if anybody had any advice on how to proceed with this..
I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.
This isn't an issue to me and I would happily comply with their request in normal circumstances.
However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).
I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.
Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.
Thanks in advance
Customer claiming non-delivery (FBM)
Just wondering if anybody had any advice on how to proceed with this..
I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.
This isn't an issue to me and I would happily comply with their request in normal circumstances.
However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).
I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.
Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.
Thanks in advance
Customer claiming non-delivery (FBM)
Just wondering if anybody had any advice on how to proceed with this..
I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.
This isn't an issue to me and I would happily comply with their request in normal circumstances.
However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).
I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.
Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.
Thanks in advance
16 replies
16 replies
Seller_ZVAz3d5lZuGid
I would say NEVER just replace - if they are trying it on, they will then have two of the items !.......and yes, sounds fishy !
Maybe explain that the parcel was left at the rear as no-one in, and ask them to check, and that as the delivery photo confirms it WAS delivered to the correct property, that they would need to confirm for you to be able to make a claim from the carrier. It is a sad thing that many Amazon customers now know how to play the system and get freebies. If they confirm they have not received it then you will need to refund, and then tell them they would need to re-order. You may never hear from them again if they realise they have been found out - sorry, that's the cynic in me !
Seller_DfMOm9tgJKAex
I point out that as there is photo and GPS location showing the item was left at the correct property, that 1 of 2 things has happened
1, the postman stole the item
2, the item was stolen after delivery
I ask them to double check where the photo indicates it was left, if its not there you will report the item to both the police, and to Royal Mail investigations as being stolen.. RM will speak to the postman, and the police will investigate the theft
I indicate that as the item is considered in the charge of RM until delivered and that if there is any legal action for mail fraud it will be RM that takes the action
oddly enough 99% of people say 'I just checked and found it'. or 'someone else brought it in and didn't say'
Seller_ZOZTdubuqFBLp
If the buyer has not replied I would sit tight until they do. The ball is in their court. If the buyer tells you that they have checked and the item is not where the carrier left it personally I would refund. The ultimate outcome is that Amazon will refund the item and the buyer will proberbly leave negative feedback.
Seller_YpGZNzOJC6Bme
We use Amazon Logistics and Evri and get these EVERY day! Geo code and pictures show at the address and the customer claims none delivery! This is the new way to commit fraud and I would never just give them their money back as the majority are trying it on! We ALWAYS report the buyer on the below form so Amazon can look into the account and if they do it regularly then Amazon should take action and remove them! We also report the message as "The buyer is trying to deceive or defraud me" especially when there is a picture!
If all of us are reporting these then hopefully this should prompt Amazon to get rid which will protect all of the other sellers! The more of us that report these the better!
"The customer claimed they haven't received their product, however ship track is showing it was delivered"
https://sellercentral.amazon.co.uk/abuse-submission/form/buyer-abuse-refund
Seller_lgDtF0IEVQjcR
this is the reason i always use royal mail ''signed for'' service. i know it's bit more expensive than evri, but i know it will never gonna be left outside. so far only claim i had regarding non delivery was via evri...
Simon_Amazon
Lots of valuable insights under this thread! 👏
-Simon
Seller_x2yIPYib7lsOC
make sure you put the tracking details on the customers order details as this is going to a a-z claim
Seller_ZVAz3d5lZuGid
I would say NEVER just replace - if they are trying it on, they will then have two of the items !.......and yes, sounds fishy !
Maybe explain that the parcel was left at the rear as no-one in, and ask them to check, and that as the delivery photo confirms it WAS delivered to the correct property, that they would need to confirm for you to be able to make a claim from the carrier. It is a sad thing that many Amazon customers now know how to play the system and get freebies. If they confirm they have not received it then you will need to refund, and then tell them they would need to re-order. You may never hear from them again if they realise they have been found out - sorry, that's the cynic in me !
Seller_ZVAz3d5lZuGid
I would say NEVER just replace - if they are trying it on, they will then have two of the items !.......and yes, sounds fishy !
Maybe explain that the parcel was left at the rear as no-one in, and ask them to check, and that as the delivery photo confirms it WAS delivered to the correct property, that they would need to confirm for you to be able to make a claim from the carrier. It is a sad thing that many Amazon customers now know how to play the system and get freebies. If they confirm they have not received it then you will need to refund, and then tell them they would need to re-order. You may never hear from them again if they realise they have been found out - sorry, that's the cynic in me !
Seller_DfMOm9tgJKAex
I point out that as there is photo and GPS location showing the item was left at the correct property, that 1 of 2 things has happened
1, the postman stole the item
2, the item was stolen after delivery
I ask them to double check where the photo indicates it was left, if its not there you will report the item to both the police, and to Royal Mail investigations as being stolen.. RM will speak to the postman, and the police will investigate the theft
I indicate that as the item is considered in the charge of RM until delivered and that if there is any legal action for mail fraud it will be RM that takes the action
oddly enough 99% of people say 'I just checked and found it'. or 'someone else brought it in and didn't say'
Seller_DfMOm9tgJKAex
I point out that as there is photo and GPS location showing the item was left at the correct property, that 1 of 2 things has happened
1, the postman stole the item
2, the item was stolen after delivery
I ask them to double check where the photo indicates it was left, if its not there you will report the item to both the police, and to Royal Mail investigations as being stolen.. RM will speak to the postman, and the police will investigate the theft
I indicate that as the item is considered in the charge of RM until delivered and that if there is any legal action for mail fraud it will be RM that takes the action
oddly enough 99% of people say 'I just checked and found it'. or 'someone else brought it in and didn't say'
Seller_ZOZTdubuqFBLp
If the buyer has not replied I would sit tight until they do. The ball is in their court. If the buyer tells you that they have checked and the item is not where the carrier left it personally I would refund. The ultimate outcome is that Amazon will refund the item and the buyer will proberbly leave negative feedback.
Seller_ZOZTdubuqFBLp
If the buyer has not replied I would sit tight until they do. The ball is in their court. If the buyer tells you that they have checked and the item is not where the carrier left it personally I would refund. The ultimate outcome is that Amazon will refund the item and the buyer will proberbly leave negative feedback.
Seller_YpGZNzOJC6Bme
We use Amazon Logistics and Evri and get these EVERY day! Geo code and pictures show at the address and the customer claims none delivery! This is the new way to commit fraud and I would never just give them their money back as the majority are trying it on! We ALWAYS report the buyer on the below form so Amazon can look into the account and if they do it regularly then Amazon should take action and remove them! We also report the message as "The buyer is trying to deceive or defraud me" especially when there is a picture!
If all of us are reporting these then hopefully this should prompt Amazon to get rid which will protect all of the other sellers! The more of us that report these the better!
"The customer claimed they haven't received their product, however ship track is showing it was delivered"
https://sellercentral.amazon.co.uk/abuse-submission/form/buyer-abuse-refund
Seller_YpGZNzOJC6Bme
We use Amazon Logistics and Evri and get these EVERY day! Geo code and pictures show at the address and the customer claims none delivery! This is the new way to commit fraud and I would never just give them their money back as the majority are trying it on! We ALWAYS report the buyer on the below form so Amazon can look into the account and if they do it regularly then Amazon should take action and remove them! We also report the message as "The buyer is trying to deceive or defraud me" especially when there is a picture!
If all of us are reporting these then hopefully this should prompt Amazon to get rid which will protect all of the other sellers! The more of us that report these the better!
"The customer claimed they haven't received their product, however ship track is showing it was delivered"
https://sellercentral.amazon.co.uk/abuse-submission/form/buyer-abuse-refund
Seller_lgDtF0IEVQjcR
this is the reason i always use royal mail ''signed for'' service. i know it's bit more expensive than evri, but i know it will never gonna be left outside. so far only claim i had regarding non delivery was via evri...
Seller_lgDtF0IEVQjcR
this is the reason i always use royal mail ''signed for'' service. i know it's bit more expensive than evri, but i know it will never gonna be left outside. so far only claim i had regarding non delivery was via evri...
Simon_Amazon
Lots of valuable insights under this thread! 👏
-Simon
Simon_Amazon
Lots of valuable insights under this thread! 👏
-Simon
Seller_x2yIPYib7lsOC
make sure you put the tracking details on the customers order details as this is going to a a-z claim
Seller_x2yIPYib7lsOC
make sure you put the tracking details on the customers order details as this is going to a a-z claim
