A-Z Claim appealed and rejected. Next step?
- Customer ordered item 19th Dec 2022. Value £69.99
- Royal Mail shows item delivered 21st Dec 2022. Sent via Tracked 48. Proof of delivery available
- Customer claims item not received and opens up A-Z claim.
- Customer refunded my Amazon 3rd Jan 2023
- Appealed against decision providing tracking number and proof of delivery (Royal Mail image of parcel in front of customers open front door
- Contacted Seller Support on numerous occasions for reasons/explanations for A-Z claim and appeal being rejected
*Same answer given “after reviewing we stand by our decision”
Am i missing something or a trick? Any helpful advise would be greatly appreciated
0 replies
Seller_Le5A90s5zENBu
Might be worth sending the MD a email at managingdirector@amazon.co.uk.
Just make it brief like you have done in the post and attach any information such as proof of delivery etc,
Seller_xUKHc5xSYJmI4
Was it delivered to the correct address? I would just check to be sure. I’ve had my delivery given to my neighbour and claimed it was delivered to me before.
Yesterday issue. Ordered from a company overseas and DHL claim they delivered a parcel to me at 1.34pm my CCTV shows no one has been to my door. Tracking information says it’s delivered I’ve looked around the building and even with the neighbours. No delivery has been made. Raised a case with DHL and waiting for a response. Also informed the seller.
Seller_L2WLWf8N814M4
Hello @GLOBITRADE_UK1,
As @BM5 said, do you have any other evidence as location, signature?
Regards
Nickolas
Seller_xUKHc5xSYJmI4
Just out of interest you could also check the colour of the front door on Googlemaps. If all else fails raise a case claim with Royal Mail informing them the order may have been given to the wrong person at the wrong location?. Royal Mail may also be able to check where the photograph was taken as I understand handheld terminals have GPS. Also, considerable period passed from the date the order was refunded to the current date so I am assuming Royal Mail may have been contacted? From our experience Royal Mail have a team who investigate these types of issues.
Also when you provided the customer with tracking information and photograph of the open front door what was their customer response?
Seller_LWzw4kvScP8dk
This is just another example of Amazon always favouring customer over the seller.
I sent a parcel to France with fedex. After 50 days customer claims not to have received it. However I cannot claim from fedex because it is over the claim period (30 days) although Amazon give the customer up to 90 days to make a non delivery claim . This is in spite of the fact that the customer would have received at least three emails giving information about the delivery
