International Customer Claiming Non-Delivery
We had opened international markets for a short period and made quite a few sales however, we then had a customer who was claiming that their 56 Euro order did not arrive.
I tried explaining that as the tracking was showing as delivered, we could not offer any assistance and any further queries should be made through the courier.
The customer has now left a 1-star review and Amazon have refused to remove it. Can someone explain to me what we, as sellers, should possibly do in this instance? Do we refund the order and take quite a significant loss? Do we risk sending a replacement in the hopes that the customer doesn't claim that this has also gone missing?
It seems that we must choose between our profits and our online reputation with the lack of support from Amazon.
7 replies
Seller_ZJhFeE3tNKzfh
It is of course possible that the parcel was indeed not delivered. Why didn't you help the customer and contact the courier that you used for them?
I wouldn't send a replacement as the customer could still be lying and you'd then lose two items instead of one and they might not remove the feedback anyway
Same with a refund - you can't then ask the customer to remove their feedback
In this instance - best you can do is respond to the seller feedback with a factual response I would say - and in future, if there are these claims, contact the courier yourself instead of offering no assistance.
Seller_hk02yt1EBBFen
We encountered a similar issue previously, where an incorrect address was provided. Fortunately, we obtained an email response from the local courier confirming delivery and identifying the recipient. This proof, along with GPS data, helped us win an A-Z claim. In that case, despite the customer insisting they didn't receive the package, the evidence showed it was delivered and accepted by the household.
Seller_DfMOm9tgJKAex
sadly the EU distance selling directive states the seller is responsible until the customer receives the item.
its highly possible the item has been delivered but to the wrong address, unless it was signed for and you can confirm the signature to be the customers then you have to assume the item is lost, make a claim against the carrier and refund the customer.. you would lose an A-Z if they open one.
as for the review, there is little you can do, the customer is correct in the fact that they have not received what they ordered, and you as the seller tried to palm them off to the carrier - when its your responsibility to do this!.
write a response to the feedback, apologise in it and state you policy has now changed to ensure customers get better support
Seller_IQo80d99W2DzP
I would use a better courier if I were you in the future, as likely with a courier without support, that their delivery capability is not great either.
Did you get a signed for delivery?
With a photo?
With GPS?
You really need to be able to contact a courier if any query. I would have given you 1 star as well and put in an A-Z Claim if the item was not received.
Always help a Buyer, we tend to check everything, then provide a screenshot, so they know the item was delivered, it helps them find the parcel if at a neighbours, or if at their house and someone else was in. Like in the UK, if left in a so-called 'Safe Place' it can get stolen.
Raise the issue with the courier and put in a claim.
We no longer sell internationally on Amazon, since Brexit. However, before then as so many queries, we sent everything Signed For. That way with GPS and a Photo, Amazon tend to accept delivery had taken place.
It is also rare Buyers query a delivery after they had to sign for the parcel. Just charge the price difference for signed for.
Google Maps are great, take a screenshot and prove at their house.
Sometimes the above proves not delivered correctly In any case to avoid bad feedback prove everything and then say you will raise with the courier. If helpful, unlikely to get bad feedback.
If you refund or replace, still the bad feedback has not gone. Instead, up date the Buyer, prove to the customer you were helpful and you wrote to the courier, checked everything, etc. Then they may remove the bad feedback. Especially if the item has been since located. Say you will contact the courier if still an issue, but hope the parcel has been located.
