buyer claim parcel not received despite delivered to their front door and we have photo proof
Today we have a buyer claiming the delivery is not received and asking for a refund
Despite the courier has shown the item has been clearly delivered to their front door! I provided them the proof and they did not yet reply back
I am shocked by this honestly. Seems like this kind of FBM thing happened quite a lot here
What should I do as a new FBM seller?
buyer claim parcel not received despite delivered to their front door and we have photo proof
Today we have a buyer claiming the delivery is not received and asking for a refund
Despite the courier has shown the item has been clearly delivered to their front door! I provided them the proof and they did not yet reply back
I am shocked by this honestly. Seems like this kind of FBM thing happened quite a lot here
What should I do as a new FBM seller?
0 replies
Seller_ZJhFeE3tNKzfh
you’ve got a few options here.
Believe the customer and refund. It could be that you have evidence of a photo, but is there an open door? It could have been left on a doorstep and stolen.
Believe your evidence and not refund. What will happen then? The customer could give up, or they could open an A-Z claim.
Unless you’ve got a signature, winning an A-Z is not particularly likely. Photos just won’t be enough, Amazon expect a signature. Then it depends on if your metrics could take an A-Z claim.
Seller_540qgZMXuuXdD
Photo proof isn't enough for Amazon, even with all the GPS data. Even a signature might not be accepted. Amazon will almost always favour buyers over sellers, despite any evidence to the contrary.
I've just had a customer win an A-Z because they didn't feel like returning an item. I have messages confirming they received it and wanted to return it. They decided they couldn't be bothered and filed an A-Z. They won, I lost.
This is all part of selling on Amazon.
Seller_S87jLqHfKJQi5
I encountered this same situation earlier in the week.
Evri delivered a parcel at 8pm, photo proof of the package outside the customers front door.
Problem is, the customer lives on a main road... and the parcel disappeared.
You'll have to weigh up whether the price of a replacement order is cheaper than potentially losing a repeat customer/poor review/chargeback etc.
I would offer a replacement rather than a straight refund btw
