Got a big problem... what should I do
Hi
A customer today has claimed they have not signed for the item
Tracking clearly shows it has been delivered, using RM 1st signed for.
(Signature is the same as their surname)
They have also verified that the address is the same as the one the item was send to.
What should I do?
0 replies
Seller_esvgLzKXw2YAl
Well as RM are not actually getting signatures, what you actually have is the postman’s signature.
Secondly, 1st class signed for is not proof enough for Amazon.
They will only accept a fully tracked service.
This will be why they are claiming none delivery.
Unless this is a particularly expensive item, you might as well refund it.
As the next step for the customer will be an A-Z claim.
If it is expensive, then you need to explain the above that they aren’t collecting signatures, but you can investigate directly with RM. Tell them that they will probably contact them and question it.
That will put most off.
If it doesn’t, then you can either stand your ground and fight it or not. But chances are, at the best, you will get amazon to fund it, but I wouldn’t hold your breath on that.
The big thing to learn here, is that if it’s valuable, you must use a tracked service.
If not, then there is literally no point in paying for signed for.
Seller_DROodOAYHftnc
Oops, just seen your replyNeil, but I’ll still post mine !
Due to current situation (you know, the pandemic) NO couriers or RM are taking signatures - the postie should ask the name and signs on their behalf when it is handed over.
This is on the RM website:_
In order to protect both our people and customers as much as possible, we are minimising contact during delivery. We will not be handing over our hand-held devices to customers to capture signatures but instead log the name of the person accepting the item.
This sounds as they know the situation and are trying it on by saying that they have not personally signed for it.
You need to reply saying that no signatures are being taken from recipients due to the current pandemic - you could quote the above - but that the tracking shows as delivered and in line with current restrictions, RM are also logging the GPS co-ordinates when an item is delivered.
Seller_P9WE9DmQhKbaT
Send them an email asking if they have made a mistake quoting the tracking details and attach RM pdf of same. Ask them to check with neighbours and local RM delivery office. If you search on these boards you will find various communications used by sellers which suggest ways of making this communication stronger with reference to RM scanning procedures and using quasi legalistic language
If you think the customer is trying it on, it is usually best to let the customer raise an A-Z, rather than simply hand out a refund. You can then appeal the a- z it probably won’t work but occasionally despite the published policies Amazon will overturn an a-z on appeal or fund it themselves (no idea when or why they do this)
