Am I being scammed?
Customer claims INR - I refer him to the Royal Mail website with tracking number which clearly shows the order has been delivered.
Customer says this must be a mistake has he has not received it.
I advise him to take this up with Royal Mail - he replies within 24 hours with several screenshots of a supposed conversation he has had with Royal Mail via Twitter which confirms that yes, Royal Mail has made a mistake and he really has not received his order.
My question is - do Royal Mail deal with customer problems and enquiries on Twitter?
If this an attempt to scam me, how can I alert Amazon to prepare for the inevitable A-to-Z claim if I still deny his refund? (tracking on RM website still has the item as delivered.
I’m FBM
Many thanks
Am I being scammed?
Customer claims INR - I refer him to the Royal Mail website with tracking number which clearly shows the order has been delivered.
Customer says this must be a mistake has he has not received it.
I advise him to take this up with Royal Mail - he replies within 24 hours with several screenshots of a supposed conversation he has had with Royal Mail via Twitter which confirms that yes, Royal Mail has made a mistake and he really has not received his order.
My question is - do Royal Mail deal with customer problems and enquiries on Twitter?
If this an attempt to scam me, how can I alert Amazon to prepare for the inevitable A-to-Z claim if I still deny his refund? (tracking on RM website still has the item as delivered.
I’m FBM
Many thanks
0 replies
Seller_ZQyopdiwkUHOZ
I don’t know if the Twitter screenshots are legit, but it’s entirely possible for a parcel to scan as delivered and to have not been, either because it was delivered to the wrong place, or scanned then couldn’t be delivered so taken back or other reasons.
If you can’t prove to yourself it was delivered correctly, I’d say you have to assume it hasn’t been delivered. You can contact Royal Mail and ask them to verify the GPS coordinates hold for the intended shipping address, but even then it could have been delivered to a neighbour. And they usually take days to get back to you, so you may already have lost an A-Z Claim at that point.
Seller_77IcbQKVGdZo0
Many companies do customer enquiries via twitter now so it is very feasible Royal Mail would give a customer information on a parcel delivery.
However I doubt they would have much more information than is shown on a tracking enquiry. I would also have thought if the customer service agent had seen something to show that the item was not delivered then the tracking would have updated with this information
Provided your metrics can cope with it I would just wait for the A-Z. As there is tracking it is possible Amazon will side with you or will refund out of their own pocket. However they may also hit you with the A-Z and refund so you have to be prepared for it.
If it is a scam then the customer may well not raise an A-Z
If it was me I would just send one final message to the customer to confirm the tracking shows the item as delivered and not respond to any of their further messages on this subject.
Seller_qZO3ZCjoBXEeL
https://twitter.com/royalmailhelp?lang=en
The official Twitter account for Royal Mail Customer Service .
Seller_xUKHc5xSYJmI4
I thought I would share this information with other sellers to raise awareness.
We have noted over years now there is a group of 45-55 year placing orders on line to either falsely claiming they haven’t received their order when the order has actually been delivered.They have been specifically targeting products knowing the product will not be dispatched using a tracked service.I am glad Royal Mail now have a facility to report a scam which is dealt with within 24 hours.
Another matter noticed is Amazon returns policy where the buyer wants to return a product he/she deliberately ordered just to show a high number of returns on a fast moving line. All the returns made recently were made by a group of males between the age of 45 to 50. Deliberately ordering the wrong size. I know now why using Amazon FBA has a very high number of returns. They will also place several orders for the same product just to return the order. We have now counted over hundred.
I am unsure whether Amazon records the above?
Seller_esvgLzKXw2YAl
Whilst the customer may contact RM via Twitter, regardless of what they have said, why have you not contacted them yourself? At the end of the day, you are the person/company who has sent the parcel and as such, is responsible for it.
It’s not unheard of for tracking to say a parcel has arrived. But you need to follow this up yourself with RM. It’s only at that point, that you will have a better idea as to whether what the customer says is true. It will also depend on what you mean by tracking. Fully tracked?
I generally treat a customer as honest, until it becomes obvious that it’s not. Obviously the more expensive an item, the more it gets checked.
Seller_ZjZ4slOF0jHpk
I’ve had posties scan all the parcels for a street and mark as delivered before even attempting to deliver along the street. The ones they can’t, go back in the van and they try again next day, but the tracking shows as delivered and the GPS is from that area.
Without seeing the twitter ‘conversation’ can’t say for sure, but I would have thought unless it was DMs, they wouldn’t be posting sensitive data online for all to see.
Seller_7XKkvpKqKRaqK
also it could say delivered but when you click tracking history it could show as at local delivery office waiting for collection and no card left as had a loads of these this week
Seller_JHdYYHAeKWpb1
You can do a reverse track which will show exact Postal code location where the item was delivered. This is what eBay CS use to determine if an item was delivered.
Seller_qCHuTn5dPLaer
Some Post Offices mark as Delivered when it is only delivered to their PO but not to the customer. We have noticed a couple of areas doing that and we had same queries from customers in the areas. Few days later items are actually delivered. Not sure if that is how their local postmen work or something else. Recently we had the same situation with DHL though, marked as Out for delivery and then shown as Delivered while actually the shipment is still in the van (was delivered next day).
Seller_Rds42gzScDQFa
I had a customer contact me saying he was rather annoyed his package was shown on the Royal Mail website as delivery attempted at 6:11am when he was asleep. He asked me to contact RM and inform them not to deliver so early. Although I thought I was wasting my time I did phone RM and explain the situation. The agent told me that due to a huge backlog at the delivery office the item had been scanned but delivery hadn’t been attempted that day. All of this was down to a combination of the backlog and a system error. Not only that I was told RM only deliver between 7am and 9pm.
As an Amazon buyer I’ve also had issues with RM as a DVD that I purchased showed as delivered when I hadn’t received it. After checking with RM I was informed the package had been delivered near by but not to an address in my street. Amazon purchased the DVD again for me and sent it F-O-C.
Although there are many scammers on Amazon one shouldn’t jump to the conclusion that as soon as an INR claim is made that the customer is a fraudster.
