Advice for a new seller regarding items allegedly not received
Ok, so I’ve just started out, and I’ve only had three sales. Two weeks after I sent out and order, I received a communication from the buyer stating that they hadn’t received it and wanted a refund. So, I sent a short message saying that I was very sorry, and that the item had been sent out on whatever day it was, but I would issue a refund, which I did promptly.
I’m slightly suspicious that it took him two weeks and that he didn’t even entertain the idea of a replacement. Anyway, it’s now dealt with.
What I’m after from you folks is advice and your own experience. It could be that it genuinely didn’t show up, and I was just unlucky for it to happen so soon. My items are cheap (generally £3 - £6, with more expensive stuff in the pipeline) so profit margins are quite slim.
I offer free shipping, but if I was to send them tracked I’d have to add around £1.50 to each item, which could make them more expensive than people are willing to pay. I thought free shipping might entice people to buy. FBA would only be an option when A) I identify items which prove to be popular, and B) items which aren’t customised.
Hope to hear your thoughts. Thanks.
0 replies
Seller_gOlDFgS5Li5Jc
if you have no proof of delivery then unfortunately you havent a leg to stand on and if someone complains of non delivery you must refund quickly before they take further action just part of online selling you just have to work it into your costings
Seller_rgqzY6oIqUqWE
Maybe look into a delivery service business account (Hermes, Royal Mail, DPD etc). I use Royal Mail and they have a 24/48 service that offers decent rates and ‘usually’ provides a delivery confirmation on the item tracking. You have to send a certain number of parcels to qualify but it does make the delivery process a little easier than queuing at the post office etc. And it would give you a little more certainty on scenarios as you have had, but only when the delivery confirmation actually works!
You are unable to make a claim for 24/48 parcels that go missing though so you need to work out if it this is viable for you. I use it for my cheaper items (under £20) and it also allows delivery confirmation for large letters.
Please note, I am a novice seller to Amazon and do not have high sales volumes at present so the advice above may not be the best solution 
Seller_sFEUMUfeW5484
We have had buyers in the past say their costumes didn’t arrive. A swift check on Facebook and you see them wearing it. One guy, it was a Robocop costume a few years ago, once we said we could see him wearing it on FB, he fessed up and repaid. That was a website order though.
Seller_rgqzY6oIqUqWE
Sorry, forgot to address your actual query. With regards the customer claiming non delivery. Without any proof of delivery or tracking you, as the seller, are unable to do anything as it is your responsibility to ensure the item is delivered. It could be that the customer has reviewed the tracking on their item and seen that it is not valid/non-existent so they have decided to get the item for free. Or it could be genuine. There is many times when I have ordered something and then forgotten about it, to then think "i’m sure I ordered that’, which prompts me to look into it.
Use this as a positive experience to learn from whilst it is small and you are beginning so that you can get your plan in place for when you expand
Seller_RSaktJ3KqN82w
Ok, well, thanks everyone. I guess I’ll carry as I am for now, and see if it occurs frequently.
Seller_ZQyopdiwkUHOZ
Can’t say whether it was a scammer or not, but I think 2 weeks is a reasonable amount of time to leave it. I usually give things that haven’t turned up that I’ve ordered an extra week to arrive before contacting anyone, though I usually just ask for an update rather than a refund/replacement.
Seller_YXxEAItHOovfM
its simple-even if an item is tracked and u can prove it was received or
collected amazon will refund your money to any dishonest buyer who
claims it wasnt received
Seller_7VbclcPFFRTnc
if you don’t qualify for a RM business account i would suggest buying your postage from amazon directly
