BUYER CHANGED DELIVERY ADDRESS DIRECTLY WITH COURIER AND THEN COLLECTED THE PRODUCT AFTER HE HAD FILED AN A-Z CLAIM AND RECEIVED HIS REFUND. PLEASE HELP

Hi,

Can anyone help with this issue.

The customer Changed the Delivery address to a local pick up point directly with the carrier and then filed an A-Z claim and amazon notified me of the A-Z in the evening and by the next morning they had refunded it. At which point the customer collected the parcel and there is proof which I have sent to Amazon but they have disregarded and said it was refunded because the item was not delivered to his home address but this is not in my control especially when it was being delivered to Italy, I cannot stop a parcel being delivered to a local pickup if the customer changes it.

For Amazon Customer Services, this is my 3rd time posting. The case info is below which i have sent but still waiting for you to reply:

the order number is 407-1146804-3656350.

I can't see a case ID on the email from the A-Z team but the reason for refusal of my appeal was as follows:

Why was my appeal denied?

We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon

I have since raised this with customer service as the A-Z claim was raised a 9pm GMT and the claim was granted 6am the next day giving me less than 24hrs to respond which is very unreasonable and not right.

The case log in relation to this is: 10151465082 which is still unanswered and showing as transferred but nobody has resolved this since 29th August 2024

Hi,

Can anyone help with this issue.

The customer Changed the Delivery address to a local pick up point directly with the carrier and then filed an A-Z claim and amazon notified me of the A-Z in the evening and by the next morning they had refunded it. At which point the customer collected the parcel and there is proof which I have sent to Amazon but they have disregarded and said it was refunded because the item was not delivered to his home address but this is not in my control especially when it was being delivered to Italy, I cannot stop a parcel being delivered to a local pickup if the customer changes it.

We have sent out an order which was attempted for delivery but failed as the customer was not home (this is a large fireplace valued at £500 so cannot be left in a safe place) The delivery team carded the house so they can rebook the delivery, the customer did not action this therefore the delivery was not reattempted.

The deliver reattempts cost us £50 a time, so after the first delivery attempt the courier contacts the customer via the contact number on the order (in this case was invalid due to missing a digit) and by putting a card with instructions through the door.

On top of this, we also contacted the customer instructing to reschedule the delivery with a date they are available, and to update the contact number so the courier can contact them to arrange the delivery, to which they replied stating they hadn't had a text from the courier (Because the number on the order was invalid!!) We again stated they needed to update the contact number and book the delivery in with the instructions put through the door then an A-Z was filed and refunded in full with an ODR%

I have now cancelled the delivery so the refund is fine to proceed, but how can we be liable for an order defect rate when we and the courier have provided instructions to arrange delivery after the original delivery attempt to the address failed due to the customer not being home?!?