Amazon telling customers their item might be lost even though tracked and delivered
Hello,
I am just getting more and more customers saying they’re getting emails from amazon saying their item might be lost etc. Even though it’s delivered. So for my honest customers they send me an email (they presume I sent the 1st one from Amazon) saying “Don’t worry I’ve got it”. For some it appears to be reason to say oooooh I shall reply and say I indeed don’t have it. So then of course I send them their tracking to show that it should have been delivered. And then they either never respond again, or say “why did you say it was lost then, I can’t remember what I do and don’t get”. And a few of course who push it further for a refund even though I have tracking. Admittadly in a few rare cases Royal Mail appear to scan things to peoples doors when they were not delivered…
Anyway I know it’s happening because of the ones who are saying “no it’s arrived”. So why are Amazon sending out these emails that annoy the ones who have received it, and encourage the ones who have received it but don’t want to pay to pretend they didn’t? It makes me look shoddy when everything is legit with a Royal Mail tracking number!
Anyone else getting this? Anything I can do?
Thanks
103 replies
Seller_lljyzgTxr5fgI
This has been a long standing problem for quite some time…and an annoying one at that. We don’t get many but the one’s we have had, the customers have been very honest and said the item has been received. As to what can be done, in truth, not a lot. It is something that has been reported numerous times to Amazon and nothing has shifted. It’s one of the idiosyncracies of Amazon unfortunately 
Seller_Yja9oH7DLHk2I
This is a long standing issue. I have around 30-40 per week. I have tried to get seller support to understand but it is impossible. Even if I manage to get them to understand the actual issue by sending them various screenshots then they say I need to contact customer services not them.
On one occasion seller support escalated it to customer services on my behalf. Customer services wrote back saying please contact seller support.
I have tried writing to the managing director but did not get a reply.
Seller_09KaA3XjqoUPw
Get this a lot as Amazon doesn’t recognise UK Mail/DHL tracking. My standard response now is . 'Could you have got this order mixed up with another seller as your parcel was delivered by DHL on *******, tracking number ******* . ’ More often than not I then get a reply saying sorry yes got mixed up with another order. I know most of the time they have just tried it on but it gives them a way of getting out of it where they think i dont know they have tried to scam me. Seems to work for me. As orders are currently slow I am also sending a message to each customer prior to dispatch with the tracking info so they are aware the parcel is tracked.
Seller_FvPdaQ2KTpRfK
Personally I don’t suffer much of this.
I wonder though if there might be a case for not uploading tracking in some circumstances. I’m thinking of services that aren’t fully tracked (eg a small parcel sent normal second class). So, I have a tracking number which I could upload - but which will not protect me in the event of an A-Z. By uploading am I inviting the sort of issue you are experiencing. My understanding being that the issue arises when tracking is uploaded but does show (to Amazon at least) that the item has been delivered.
Seller_semk9CODRJGDS
Hi,
I take it your using Click & Drop? It will be the 3D barcode with Royal Mail does not update on Amazon.
Then tracking will say " Still on its way" followed by come back for a refund.
This an issue for over a year, we have 100s weekly trying this on.
Seller_sg54Fq7GfBZzn
If you are using Click and drop with royal mail you can go into settings and turn off the 2D Barcodes upload to amazon. The customers wont get the message at all.
Any trying it on you can then send them the proof of delivery and call their bluff. We turned ours off as amazon dont support 2D barcodes. Have had a lot less people trying it on
Seller_FUpKdVjq6vkVs
We had this a lot because the system shows as not delivered. Plenty of people tried it on and to argue the case, you are reliant on the postman scanning the 2d barcode if they do not then Amazon will side with the customer. We have won A to Z claims with 2d scanning rather than a fully tracked service however we were getting so many messages we recently took the decision to charge extra for the postage to cover fully tracked. Sales have dropped slightly because of the postage charge but we are still getting orders so not overly worried at the moment and the messages have stopped
Seller_2IqU6eYHmCUaV
Reference above I managed to report this to Amazon Managing Director UK earlier in the year after a honest Customer sent me a copy of an Amazon message that they had received about non delivery ,abut the reply was far from helpful!
I send this message out to anyone who sends me a message& says they have not received an item despite it being tracked and delivered !
Please feel free to amend and use for any similar customers! you may have!
Hi
Thanks for your enquiry.
I can confirm that I dispatched it by Royal Mail on my Business Account with Tracking number x for both our safety.
The Tracking number was automatically added to your Amazon Order.
I have input your tracking no into Royal Mail Tracking ( www.royalmail.com) to find its current whereabouts,
It is being shown as Delivered
"Delivered
Tracking no. x 10:58am Delivered by Peterlee DO
Your item was delivered on 04-08-2020.
Service used:Royal Mail Parcels
Updated on: Tuesday 04 August "
As the item is showing as delivered on the 4th August , perhaps someone has got the item and forgot to tell you?
Please check and advise me , before I make further Investigations with Royal Mail and Action Fraud re. non delivery claim
Stay Safe in these difficult times
Kind Regards
Of course I hear nohing further from them !
Seller_TksxmRkUaLIR8
Thanks for all replies. I do use click and drop so I’ll see if I can amend settings do it doesn’t put them in and if that helps. Seems a shame to have to do that! But worth a shot.
Seller_uP9LqiYV3yKFy
Amazons database for shipment notifications has a massive lag time and upload glitch, nothing anybody can do about it
