A to Z - Customer ignoring request to sign Denial of Receipt
Hi,
Can anyone advise. Customer has claimed for non-delivery and has raised an A to Z.
The courier insist they have delivered it, and have given us a DOR (denial of receipt) for the customer to sign.
This DOR allows us to claim our money back from the courier…
However, the customer is ignoring our request for them to sign the DOR,
Should we fight the A to Z (on the basis that we will refund once the form is signed), or do we give the full refund to the customer knowing that Amazon might not care about the DOR (but doing so means we won’t get any money back from the courier).
Thanks
13 replies
Seller_t9axAefQD4v9m
Has the courier provided Proof of Delivery? Or are they just insisting it has been delivered?
Seller_2BrPSydGy6oyq
Surely you are defending the claim on the basis tracking shows as delivered and signed for, assuming that’s the case and tracking was uploaded when dispatched?
The DOR is not a requirement within Amazon A-Z claims process.
You could add a comment to your A-Z response that the buyer has declined to sign the DOR suggesting the order was actually received?
Seller_lrhDCK8AOhYVC
Your stuck, because myhermes wont pay out without it, in future if you do not have a business account with myhermes use a broker like parcel2go because myhermes are the only people who require the DOR but the other brokers do not as far as I know.
What you could do is forward copies of the claim opened with amazon as proof they are denying receipt, not sure they will accept it though.
but you should defend the claim regardless if you just refund it will go against your metrics, so better to let them refund it
Seller_AH5BjN5aCjzUn
Thanks, going to contest it on the basis that customer is ignoring our messages to sign the DOR, see what happens.
Seller_bjLw0eTdnAAE5
Sign the DOR yourself, you had the contact to delivery ‘your’ goods to somewhere, nothing to do with the delivery destination
Seller_N6BdnTb7YT1X8
Do you know for sure that the buyer is receiving your email requests?
Send a copy of the DOR with a copy of your emails to the buyer 1st class mail (or signed for if you think it is worth it) that way you will be reasonably sure they have received it. Ask them to photograph the completed document and send you a copy via Amazon.
