A to Z claim - even though the customer has received the item!
Ive been selling on Amazon for a number of years now and just recently had a customer open an a to z claim, they’re claiming that the order didn’t reach them, the initial tracking shows that the delivery was refused by them, they then contacted us asking for it to be resent as they hadn’t received it, it was sent again via tracked delivery which shows that they’ve received/signed for it…
Low and behold they open an a to z case stating the orders never reached them and wanted a refund! Even though we have two tracking numbers starting otherwise!! I responded stating that the item has been delivered and they were more than welcome to submit a returns request in order to recieve a full refund…
After responding to the case Amazon reviewed it and processed a seller refund! £400!!! Ive since contacted Amazon again asking them to reconsider and stated the facts i.e they’ve signed for the item!
Any idea what I should do next?
3 replies
Seller_EJIX7rqDNQJi2
Refusing delivery is not a way how to return items on Amazon and you could have used this in your defence. By sending a replacement, you made the situation more complicated, but the claim could have been successfully defended with a good representation.
I would advise you to ask on the forum for help with responding to claims like this next time.
You can still try to appeal or since your buyer was awarded a full refund despite you have a proof that they still have the merchandise in their posession, I would advise you to send them a Letter Before Action.
This way the buyer will be aware of your intention to take them to the Small Claims Court to have the matter resolved and will have to either return the items or repay you the owed balance.
Seller_s0Fyj0kEU4sRp
Unfortunately you have fallen into a very standard scam that have been going on for a few years now.
Amazon only takes into account the tracking number that is entered on despatch. As that tracking number shows a non-delivery, you will lose the a-z claim.
The best way to avoid this scam is to refund, take the hit on delivery and get the buyer to buy again.
If you do choose to resend the item, ensure that you send the buyer a message stating the new tracking number. Also update it on the delivery confirmation. That will stop a bot closing the a-z immediately.
When the buyer opens a a-z then you can direct Amazon to these messages. If the a-z falls to a free thinking Amazon rep then you will win. Luck of the draw.
As for now. What @Kika said is your best path moving forward.
Seller_cJms0GbotqqtV
In any situation where the buyer has received the item and a full refund, the law is clear. The buyer is not entitled to keep an item they have not paid for, and must either return it to you, or co-operate with you by making it available for collection by a courier arranged (and paid for) by you. If they fail to do so, you can take them to the Small Claims Court. The evidence of tracking showing delivery should be sufficient for you to win your claim, plus costs. The first step is to send a Letter Before Action.
Paul