Refunds when I have evidence Of delivery
Hi there, as a new seller I’ve encountered my first refund on a item the customer said she did not receive.
When the customer contacted me I sent her my Royal Mail tracking evidence that the item was delivered and even the exact time. Amazon has recognised delivered .
To my surprise,Amazon went in the customers favour and refunded and charged me a fee of £1.61 (refund admin)How can someone be refunded when Royal Mail and myself have evidence it was delivered? Couldn’t anyone say that ? I have disputed the claim, but have been left worried as a very small business I cannot afford to have this happen regularly.
Has anyone had a similar experience I’d appreciate the advice
Thanks M .
53 replies
Seller_B4VbHpnDLDLAU
Unfortunately there not allot to say other than welcome to Amazon.
The forums are filled with this exact same issues from
Every seller. Amazon are so customer centric that any claim of non delivery is 99% will go against you.
There are even sellers who have had photos of the buyer holding the item and still loose.
Unfortunately many years ago eBay was the place for fraudulent buyers untill they nipped it in the bud, at same time Amazon has opened up with welcomeing arms to the same customers.
Now depending on value and how much time you could start a lettter before action / small claims. Buts that’s a whole new subject.
Seller_g9A9pMrqcDqa1
You can often tell by how their message is worded whether they’re genuine. Scammers want refunds never replacements and they usually seem to use the wording “request” a refund. The Royal Mail do make mistakes as it’s happened to me. The tracking showed delivered but I had not had it so I filled in the online redelivery form and it then turned up. I usually do that in the first instance as you’re then telling the buyer you’re looking into it for them despite the tracking showing delivered.
Seller_xUKHc5xSYJmI4
Hi Khiam_interiors
If the order is a large letter or parcel the order will be scanned by the Royal Mail postal worker upon delivery. Please also be aware not all information is available online and therefore you would need to make an enquiry with Royal Mail at the usual email address.
We had a customer who alleged he had not received his order. Before registering the claim we asked several questions beforehand. Such as if they could confirm the delivery address as many customers use multiple delivery addresses. We noted the claim was made 10 days after order was dispatched. We contacted the delivery office to investigate whereabouts of the order and was advised the order had already been delivered three days after dispatch and therefore customer put in a false claim. We had no communications from the customer which then drew adverse conclusions.
We have access to all the Royal Mail delivery office direct telephone numbers which is very helpful when investigating claims.
I think they seem to forget the claim is against the courier for none delivery if the seller can prove they dispatched the order and therefore the claim procedure is in accordance with the terms and conditions.
Seller_bdSdLjti4IugQ
We have one at the moment under review. It was scanned by the postman and it has GPS off the handheld. When you put them GPS into Google it actually displays the customers address as does the GPS map on Royal Mail’s website… customer also had it delivered 2 weeks ago and now randomly says oh it never arrived… what are you to make of it… clearly the postman was there scanning it as per the GPS… bizarre.
Seller_Eg5ZOxKLM5sOc
Why would amazon care? sellers will stay, they may lose some but others will replace.
Seller_x1xMSBwZsJrTE
Unfortunately just because tracking shows it’s delivered doesn’t mean the buyer has actually received the item.
I often find stuff just left on my doorstep, even more so since Covid. Fortunately I live in a rural location and it’s generally quite safe, but not everyone does. Who’s to say someone passing by didn’t walk off with it.
It’s possible it could also have been delivered to the wrong address, or if it’s a house or block of flats with multiple occupants someone else could have picked it up.
Of course the buyer could just be trying it on, but it’s difficult to say for certain.
Seller_sFEUMUfeW5484
Here’s a handy link that can help you find the buyers delivery office.
Seller_9oOSNt2sKn5fp
I would prepare yourself to expect a 1-3% refund/return rate. That’s between 1-3 in every 100 orders. Sometimes I get them all at once and sometimes I can go all month without one. Just gotta take the hit unfortunately but whenever my deliveries go missing I also make claim. Good-luck!
Seller_sYSp8JjP33SDs
Unfortuantely we have had and are expecting more of these claims even though the GPS scan shows as delivered.
The customers are saying that although Royal Mail says it’s been delivered it hasn’t because Amazon’s system says that their order is running late and they should contact the seller! 
Seller_0xavPE91kwzcZ
As others have said… welcome to customer centric Amazon where buyers almost always lose AtoZ, where refunds are almost always granted for any reason and where every month Amazon dreams up a new way to take a slice of your pie and become the dominant ecommerce player.
