Items delivered to a neighbour with photo proof by Parcelforce, but Amazon still refund customer.
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Seller_drAZu4Z6kMch2

Items delivered to a neighbour with photo proof by Parcelforce, but Amazon still refund customer.

Hello,

I have an item sent from Hong Kong, the local UK delivery was Parcelforce. The item tracking showed it was well delivered within timeframe, but delivered to a neighbour with photo proof and name of recipient, and address of neighbour. There was a A-Z claim.

Customer asked me I explained to him that it was delivered to neighbor, and days later, I received amazon email that customer was refunded.

Is this how the way Amazon works in refund? Is there anything i can do as i feel it is not a fair situation?

Thanks very much for your opinions.

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Simon_Amazon
In reply to: Seller_drAZu4Z6kMch2’s post

Hello @Seller_drAZu4Z6kMch2,

Here Simon from Amazon, happy to try to help.

Have you already appealed the decision made on the A to Z claim?

Best,

Simon

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Seller_drAZu4Z6kMch2
In reply to: Simon_Amazon’s post

yes it was denied eventually.

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Simon_Amazon
In reply to: Seller_drAZu4Z6kMch2’s post

Hello @Seller_drAZu4Z6kMch2,

Would you mind sharing the Order ID?

I'd like to take a look into it.

Best,

Simon

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Seller_drAZu4Z6kMch2
In reply to: Simon_Amazon’s post

Hi @Simon_Amazon

205-7089382-9776347

Please note I used Hong Kong EMS to send out, and in UK, it used Parcelforce for final delivery.

Thanks for checking.

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Simon_Amazon
In reply to: Seller_drAZu4Z6kMch2’s post

Hello @Seller_drAZu4Z6kMch2,

I'm going to try and escalate this issue.

In the meanwhile, have you tried to contact the buyer via the Buyer-Seller messages?

Best,

Simon

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Seller_drAZu4Z6kMch2
In reply to: Simon_Amazon’s post

Hi @Simon_Amazon,

Yes i phoned him, the buyer said that his neighbour has received the parcel (with photo proof on Parcelforce site), but buyer said neighbour left the parcel at buyer's door. The buyer said there was no parcel.

Thanks

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Simon_Amazon
In reply to: Seller_drAZu4Z6kMch2’s post

Hello @Seller_drAZu4Z6kMch2,

I escalated the issue to our partner team and I'm waiting for a feedback.

However, based on the proof of delivery we have, I'm afraid the outcome won't be positive.

I will keep you posted as soon as I receive any feedback.

Best,

Simon

01
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Simon_Amazon
In reply to: Simon_Amazon’s post

Hello @Seller_drAZu4Z6kMch2,

As I previously anticipated, the decision will not be reversed.

Have you considered reaching out to the carrier to explore your available options?

Best,

Simon

01
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Seller_drAZu4Z6kMch2
In reply to: Simon_Amazon’s post

Hi @Simon_Amazon

Thanks for checking and appreciate your follow ups. Will check.

Best

Mimi

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Simon_Amazon
In reply to: Seller_drAZu4Z6kMch2’s post

Of course!

Please let us know how it goes, I'm keeping my fingers crossed for a positive outcome for you!

-Simon

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