Amazon advising buyers to claim a refund on delivery delayed orders
Anyone else had buyers requesting refunds and opening A-Z Claims due to Amazon sending buyers a message telling them they could claim a refund?
The message reads ‘Your Package May Be Lost’
‘We are sorry your delivery is so late. Although it may still arrive you can claim a refund now’
Before Xmas due to the Royal Mail strike chaos I was using other carriers and spending almost as much time chasing orders as dispatching them.
22 replies
Seller_7VbclcPFFRTnc
this has been going on years unfortunately
what shipping method do you use ?
Seller_R8062DghQYb2k
Royal Mail normally, but Evri, UPS, Yodel, Inpost and DPD during the November and December strike action.
Messages seem to be 10 days after dispatch.
Without notice I had an A-Z claim opened and granted whilst I was chasing carrier.
Order gets subsequently delivered but won’t return payment as it was my responsibility. 
I cannot understand why they don’t advise the buyer to contact seller first.
Seller_tRuvBEHDedp4q
This could all have been resolved by Amazon and their promise of helping sellers through the industrial action crisis
As far as I can tell, the only adjustment they made was to show buyers an extended delivery date. However, once customer made a purchase, the seller then becomes bound by their own settings (1 day handling, 2-3 day delivery etc). So in reality it made no difference.
Amazon would still prompt buyers after so long that their order was not delivered - even if the date that the buyer saw when they bought (and agreed to) had not yet passed.
Amazon instead should have allowed sellers upto whatever date they showed the customer for an item to be delivered before sending out these messages.
Seller_SnNztJIII3ZP5
In the last 4 weeks I have 20 such emails. Each one is a tracked item with DHL. 18 of the customer never replied again when told that each item was tracked and shown as delivered. One item (4 large boxes) was shown tracked and signed for by the customer but Amazon refunded them. One is currently on the to do list. I have just sent him a picture of 4 very large boxes outside his front door. Waiting for his response.
Alfie
Seller_bdSdLjti4IugQ
We only use Royal Mail 48 and for every 1,000 orders shipped they’re only scanning 700/1000 so 300 orders are never being scanned… The amount of times we get customers saying I need a full refund it never arrived… We usually reply saying sorry to hear that… we find out what their local Royal Mail depot is and simply advise we’re going to call their local depot and speak to the manager to see where the item is / speak to the postman etc… as the tracking on Amazon isn’t as accurate as there’s…you would be shocked by how quick we hear back!! We had one who replied within 30 seconds… oh the wife had it… oh it’s just come trough the door now…
Seller_scREZL6u9jsX1
This happened to us too. Amazon contacted customer claiming package may be lost and they could get a refund. I had to end up refunding the customer and guess what, I had proof of delivery too! I tried to contact the customer and appeal to Amazon and got nowhere. I was so annoyed as, in the case, it encouraged complete dishonesty.
Seller_R8062DghQYb2k
Sort of glad I am not the the only one affected and thanks for the responses.
If I let down a buyer I have no problem processing a refund or sending a replacement order but to be undermined by Amazon and subsequently having my appeal refused despite with proof of delivery is just unfair.
I will email the UK CEO to see if we can get the policy amended.
Seller_xUKHc5xSYJmI4
We havent had the same experience all we have had is buyers not contacting us through the buyer and seller messages but writing negative reviews. You would have thought they would select problem with order instead of leave feedback. It appears to be a coordinated activity rather than giving the seller the opportunately to address the issue. To be honest its a failing in the feedback policy to allow buyers not to contact the seller. Asking them to reconsider the review they dont remove even if they have received a full refund indicates a particular flaw in the system.
Whenever buying online there is a problem I always contact the seller in the first instance on this platform they just damage your metrics. There is too many pitfalls. Amazon has many years of data and I am surprised they havent looked at the issue long before.
eBay had the above issue and they changed their processes encouranging buyer and seller communication before a negative review can be left.
