Customer claims someone opened the parcel and took the product
Hi this is a new one for me
i was contact by customer support saying i need to refund the buyer because he claims he received an open parcel and that someone stole the parcel contect
how do i approach this?
15 replies
Seller_EJIX7rqDNQJi2
I am sorry to hear this. May I ask if you have tracking and a signature proof of delivery?
Did you try contacting the carrier to verify that no damage occurred during transit and the package was safely delivered?
Once you are confident that the order was definitely delivered without any indication of loss of contents, then stand your ground.
In cases like this, I offer the buyer to return their order for a refund. Usually, I never hear from them again or they leave me a negative feedback/ open A-Z claim which then gets closed as funded by Amazon.
Otherwise, you will need to refund to avoid negative consequences for your account.
Seller_THNDrBrQwu5vi
Take a photo of every item you send, the product and the addressed parcel. There are many who will say they received nothing, sad but its true.
Seller_xUKHc5xSYJmI4
Hi
If you use Royal Mail to ship the order any damage is recorded or opened packages is recorded at the local delivery office. Contact Royal Mail business customer service who will look into the matter.
Just for information when packing parcel the brown tape goes all the way round instead of top and bottom. Some sellers even tape the sides. Also if the order is in an area where you have received claims before let Royal Mail know.
Also you can ways to protect yourself put a sticker on the parcel asking Royal Mail if your could monitor deliveries in the area.
Taking a photo helps. CCTV is very cheap now. Evidence is always required in any dispute.