Lost A-Z Claim - Royal Mail Delivered to 'Safe Place' with image
Hi all.
Seller fulfilled order for a toy at £99.99. I used buy shipping RM Tracked 48. Buyer emailed to say they had not received the item. I emailed back the tracking details and image of the item delivered in their safe place. See below.
Delivery Information
Time Location Event Details
Thu, 13 May 2021, 11:15 BST Aldershot DO GB Delivered to safe place
Thu, 13 May 2021, 05:03 BST Aldershot DO GB Out for delivery
Wed, 12 May 2021, 13:00 BST Jubilee MC GB Parcel arrived at a carrier facility
Wed, 12 May 2021, 02:48 BST Greenford MC GB Parcel arrived at a carrier facility
Tue, 11 May 2021, 11:21 BST Package has shipped
A-Z claim followed a few days later without any further correspondence. Amazon refunded and this will count on my defect rate. I guess I will have to kick this into the long grass and take the loss like all us good sellers do. Either dishonesty or the package has been taken from the ‘safe place’.
Shall I appeal or will it just be a futile exercise.
Any advice would be welcome.
Best wishes
Jay
4 replies
Seller_xUKHc5xSYJmI4
Hi
I would have thought the information you have would be sufficient to deny any A-Z claim but I learn something different every time I read posts like this.
I have had a look at the business solutions agreement especially paragraphs below
S-3.1 Delivery Errors and Nonconformities; Recalls. You are responsible for any non-performance, non-delivery, misdelivery, theft or other mistake or act in connection with the fulfilment and delivery of Your Products
3.2 A to Z Guarantee
If we inform you that we have received a claim under the “A-to-z Guarantee” offered on a particular Amazon Site or any other dispute relating to the offer, sale or fulfillment of Your Product(s) (other than a chargeback), concerning one of Your Transactions, you will have 30 days to appeal our decision of the claim. If, after investigation, we find that a claim, chargeback, or dispute is your responsibility, you (i) will not take recourse against the customer,
So looking at the above expressed terms of the agreement it appears the seller is responsible for any theft and therefore can pursue a claim in whichever they want. For example taking to the Police because it’s theft is a criminal offence. However on the other side its saying if an A-Z claim is raised then the seller has 30 days in which to appeal the claim discharging the customer from any claim using the words (i) you will not take recourse against the customer.
But if you have already raised the matter with your courier before the A-Z claim was raised and paid for a service which claims to have not been received when the evidence you have claims otherwise you can work with the courier to reach a resolution as well.
In addition to the above it appears the buyer may have had a note on the front door leave parcel in electric cupboard so your courier did just that and pushed a card through the door.
