Acceptable proof of delivery
After my latest run in with an A-Z claim for an order showing as delivered by Royal Mail (granted against us of course) I decided to try and pin SS down on just what they do consider to be acceptable proof of delivery.
I opened a case asking the question in general terms and I had answers about how to mark items as despatched, how to maintain my VTR rate and everything but the question I was asking.
I finally had to spell it out to them and ask specifically about what evidence would be enough to successfully defend an A-Z claim for non-receipt. At this point they transferred the case to the “claims team” and made it so I couldn’t reopen it.
I strongly suspect there is no evidence that is sufficient for them and we are total hostages to fortune if a customer decides to go straight down the A-Z route.
0 replies
Seller_7VbclcPFFRTnc
Unfortunately they still require a signature
How to respond to an A-to-z Guarantee Claim notification?
If we determine that additional information is required during an A-to-z Guarantee claim (“Claim”) investigation, we will contact you via email with a request for more information and provide a claim notification on your Seller Central homepage that requires your attention. This may include (but is not limited to) the following information:
- For delivery related claims: Dispatch method, proof of delivery provided by the carrier including tracking number, customer’s delivery address, customer’s signature confirmation and carrier details.
Seller_tRuvBEHDedp4q
You can also use Buy Shipping - this protects your metrics from delivery issues and negative feedback.
I have successfully got Amazon to refund customer themselves when customer claimed non-delivery and item sent via RM48 and their was only a scan on delivery and no signature - but only when label was purchased via Buy Shipping.
