Open an A-Z --- Keep getting Where's My Stuff?
Bit of advice please. Customer messages today to say an item that was marked as delivered on Friday never arrived. Royal Mail 48. Was scanned, says delivered. GPS Location MAP added. Customer has only messaged today, Sunday, to advise she hasn’t gone it… which seems odd as most people would query it when they got the notification message / email to say it’s been delivered… but anyway let the customer off as ppl are busy sometimes… Advised her to check again / ask neighbours… she advises she has a box office some where and she’s already asked neighbours… So I said fair enough… speak to Amazon customer service or open a claim if it will let you via the orders page… happy to accept the A-Z as I want to try and contest… if we don’t win fair enough… customer said she just wants a refund and advised again to follow the claim process…
So I then got a message from customer service asking me to update the customer… I then got another where’s my stuff asking me to refund the item as it hasn’t arrived…
Do I have to refund it? I want the customer to follow the process and open a claim which I can respond to.
0 replies
Seller_bhSWqoVh7Pn98
Did you send Buy Shipping? - If not, and only CRL RM48 (not tracked and signed for), then you are unlikely to win the A-Z Claim and it will count against you, so Amz CS giving you a way for that not to happen, which is good of them for a change. (If tracked, but not signed for, then you may have a chance of winning).
I would go back to RM, ask the Postie, as they could remember what happened to the parcel. If they just left outside the house, then if you paid for cover you can claim, if not, then your loss.
Buyers can raise weeks or months later! - so a few days is nothing, and many do not read emails, just check after a few days if not received.
As you have GPS, inform that to the Buyer and provide details & say it must be delivered to their home or a neighbour as RM say on tracking and ask them to go to the RM website as proof.
Some Posties will leave packages in ‘safe’ places, so ask them to check around. (if not there though, your liability and to claim from RM if possible).
Inform the Buyer, RM will check with their Postie and to wait a few days for a reply.
Seller_bi8rGHHcLpoVs
I usually send something along these lines…
I will try to get hold of your sorting office as if you don’t have them it means the postie walked up to your door, scanned the item then walked away with it which is obviously concerning. The PDA machine they have has GPS on it so we know they were scanned on your doorstep at 17:53 on Monday and in a flat box which wouldn’t have been left outside as it would easily fit through a letterbox.
Every single time they come back and say they’ve found it! 
Seller_0msMReDTskp1Y
If you can stand the A-Z claim, then I too would hold firm and wait for it to come.
Even if the tracking shows it delivered, Amazon will find in favour of the customer, then it’s 50/50 whether they fund it with no fault against you or you fund it and fault is found. I think they toss a coin to decide.
Seller_7VbclcPFFRTnc
i don’t believe an a-z can be opened before the final estimated delivery date therefore when the customer contacted amazon customer services, the ‘where’s my stuff’ message would have been the only option available and therefore the customer support team were actually doing their job to policy rather than jumping straight in with an unfair a-z
