Buyer received email from Amazon to say item delayed, but tracking says delivered
Buyer purchased an item on the 3rd April. Tracking says delivered on 5th.
Today she has contacted me to say it hasn’t arrived and that she had been warned it would be late.
I sent back usual, polite, email saying it shows as having been delivered, please check address etc, and also queried the email she had received saying it would be delayed.
Her reply is:
I will double check to see if anyone has put it somewhere. The email says delivery has been delayed and my amazon account says it may have been lost and to contact seller. I have screen shots of the messages, but there is no the facility to attach them to these messages
My gut feeling is that she is trying it on after receiving the email from Amazon, but any suggestions how I handle this from here?
14 replies
Seller_EHYOwAkoZV3Hb
Just stick to your guns, send them screenshots of the tracking information and hopefully that’s the last you will hear.
Seller_d5xGVic0qWqw7
just say this as i have had countless email like this
it is saying delivered on royalmail. Amazon site is is having problems updating tracking and sending out wrong messages.
Also the parcel is GPRS scanned on delivery so i will email royalmail to conifrm time and date of delivery and point it was left and ask them to forward me a screen shot taken by the hand held device when it was scanned.
you can indeed email myteamnorth@royalmail.com and find out if they have info of where it was left at her property.
I had a lady email me about 20 times saying she didnt get parcel and card. She picked it up from royalmail sorting office as per the tracking. she threatened a claim so many times but never opened one.
But clearly the parcel is only picked up if you show id. She does not mention the pickup at all
Seller_ke2BQVJbkDxRs
I had a buyer message me on Saturday who said he wasn’t sure why Amazon had told him that his order would be late as it was delivered ahead of schedule. I raised a case with a copy of the buyers message, despatch and tracking ID, and Royal Mail confirmation of delivery. Still waiting for a response.
Seller_PPvLJDihNEA49
HI
tell the customer tracking information provided by Amazon for FBA (prime service ) not for FBM.
Seller_10SgA9nkSOlcN
So no point in raising it with Amazon, as they are already aware, and don’t appear to care about it.
I will point out to the buyer that Amazon are aware of the incorrect tracking issues and she should ignore the email.
I have given her the tracking number and suggested she contacts her local DO to see why they have marked it as delivered when it clearly hasn’t been (in her opinion)
Seller_X915hEoJAAfVl
One of my customers has just opened a A-Z claim. I only have the 2D barcode number which says delivered. Any way to win this?
Seller_xDtaDZ1Iek9Fq
I would open a case with Amazon with all the supporting document to report this buyer. you won’t hear back about this but if enough people report about the same buyer, that account will be closed
