Amazon Informing Customers of Non Delivery
Hi All,
I have had some FBM customers recently claiming they have not received their item, not unusual, but these were items that were meant to be delivered 6ish weeks ago. Okay, also not impossible I guess, but on each occasion when I check the RM Tracking number they have been recorded as delivered (within the correct timeframe).
Once I inform them of this though the message feature, I have not heard from them again. I had two or three of these messages within a couple of days. I then receive the below message from a customer:
According to Amazon I've yet to receive this order.
I respond with the standard:
Hi
Thanks for your message, I have checked the RM tracking number XXXX which says it was delivered on 26th April.
Have you not received your item?
to which they respond:
I'm not sure. I can't remember but if you're telling me it was delivered then I believe it was. I was just confused to see amazon has it listed as late and out for delivery.
For background, I purchase all shipping labels through Amazon and only do 2nd Class RM. And although this is not a tracked service, it does (on most packages) record the delivery.
I get the impression that Amazon are emailing customers basically inviting them to put a claim in for non / late delivery. Has anyone else experienced this?
21 replies
Seller_ae51e0CJoHqCX
Yes it does happen.
On my feedback I even have customers thanking me for the item and saying that Amazon have written to them imply it hasn't been received.
Amazon encourage customers to make false claims by doing this.
Not all customers are aware if they have received something or not for a whole host of reasons. They could be purchasing it for someone else or a company. A person in the household could pick the package up and relocate it.
The issue is that when Amazon send these messages out saying to a customer we believe you have not received the item, they will assume that Amazon have no record of delivery and either they truly believe it hasn't been delivered and send in a claim for non receipt or they see it as an opportunity to have it for nothing.
Amazon are not bothered because they are not putting themselves at risk. They are always happy to just build their own goodwill as well as leaving the door wide open for fiddling when it is not Amazon losing out.
Seller_bzRkeDMMsE3Is
It's been happening for years unfortunately, absolutely infuriating and must have cost the sellers many millions in total. It can't be that difficult to fix, but hey why bother it's only the seller's stock and money!
Seller_ae51e0CJoHqCX
Amazon just want you to send everything tracked and they want to be able to prove it despite it not being economic on small orders.
An A-Z will automatically count against you if you do not send a tracking number therefore a customer claiming non receipt for a non tracked item will always be given the benefit of the doubt.
The only caveat in this is that if a customer claims non receipt, they have to get in touch with you first but the only way you can prevent the A-Z is by refunding immediately before they then have a chance to enter the A-Z.
The system can be played though. I once had a customer who placed an order then immediately contacted me simply saying "just checking you have received my order" very strange I thought so simply replied yes got it and it is on its' way.
2 days later they filed an A-Z for non receipt and because they had messaged me 2 days ago, it automatically went through. I beleive the customer knew how to play the system and Amazon refused to do anything about it. I sent it tracked, appealed etc and Amazon did nothing but they are complicit in allowing things like this to happen since it is at your expemse and not theirs.
Seller_LVJaidBR9PT5Z
Amazons tracking system has always been very faulty compared to the actual couriers tracking systems and they have never fixed it and probably never will.
Seller_tcjTAYWS9J4EP
Yes it is frustrating but like you they never come back when i say it is delivered
Seller_ae51e0CJoHqCX
Just thought I would add the quote that I received on my feedback from a customer received only last month.
"Amazon said my parcel might be lost. It's not and it's fantastic, thank you"
If a customer was unaware or trying to game the system this could quite easily have been a different story ending in an A-Z. Come on Amazon wake up!
This can turn your account health and A-Z claims into a lottery.
Sadly I have been stung (not lately to be fair) in the past and been at the wrong end of this.
Seller_SnOCWghkxvh9k
We had a message from a customer yesterday to say that they've received a an email from Amazon saying their order was running late, yet they had received their item last week. (I also noted the tracking shows it was delivered.) I fear the less scrupulous customer will take advantage of this and claim non receipt. Thanks Amazon!
Seller_7NO5N0HzOFjvv
Hi,
I have had quite a few of these as well lately! One today in fact from a customer who kindly informed me:
"It's been delivered and on time too but for some reason the order says "delayed" just in case this causes you a problem."
Unfortunately there are far too many scammers out there on Amazon who will grab this kind of oppurtunity with their grubby hands!
Amazon need to tighten up on this!
Seller_tcjTAYWS9J4EP
Just got another one. Every other day now. Tell them it has been delivered and don't hear back
Seller_tcjTAYWS9J4EP
Anyone noticed not only the increase but the format of every request is the same? My last 3......
I still have not received my order even though the estimated delivery date has passed. Can you process a full refund for my order no
I still have not received my order even though the estimated delivery date has passed. Can you process a full refund for my order no
I still have not received my order even though the estimated delivery date has passed. Can you process a full refund for my order no.
