Package delivered to customer who then claims item not delivered AtoZ issue
Hi all,
Some advice from you clever people.
We had a customer order a £100 product. We sent it with DPD and the customer claimed the item wasn’t delivered. DPD said that it was delivered to a SAFE PLACE with a photo showing correct delivery. DPD will only leave it in a safe place if they have it recorded for that address.
So we refused to refund and showed our evidence to the customer and reason why we didn’t refund but the customer then raised an AtoZ claim. We provided evidence to Amazon showing the delivery was made to the address registered safe place but we just lost the case. Amazon said we didn’t get a signature but no couriers are doing signature deliveries currently because of Covid.
Is this normal to lose this type of case?
129 replies
Seller_DROodOAYHftnc
This sort of situation is happening over and over again, yet Amazon still continue to say that they need a signature as proof, which as you say, NO courier/delivery services are taking at the moment.
Cannot offer much advice, but I would not let this go.
Seller_0msMReDTskp1Y
I think it will only get worse as word gets around that Amazon will refund no matter what proof of delivery the seller has.
Having said that, I don’t think Amazon will let buyers get away with endless claims, but it still hurts if you are one of the sellers claimed against.
Seller_0msMReDTskp1Y
I agree, but isn’t this being able to make a successful claim no matter what proof the seller has a relatively new thing?
I wonder if they apply the same rules to stuff bought from and delivered by Amazon themselves? I know for a fact that they, like all the other couriers, are not getting signatures, so do they just roll over in the same way if a customer tries it on?
Seller_I3E6fQQqOFqlF
I’ve just had a customer saying they didn’t receive their item. I checked DPD tracking. It shows the package in a white open door on the 2nd of Dec. Customer says they have a black door. DPD shows GPS as at their door. Google street maps shows they have a white door (recently updated too|) Haven’t heard back from them.
Seller_hLHls2hV7bS8p
Unfortunately, it is becoming very normal. Since the year started I’ve had two A-Z claims where the delivery photo and GPS matched the delivery address on the order details with tracking bought via Buy Shipping. Still lost.
Download your Order Reports and check if the customer left delivery instructions - column AC.
If you’re still able to appeal it, and they did leave delivery instructions via Amazon, try using that in an appeal.
Seller_7VbclcPFFRTnc
have you requested from DPD the instructions they were given authorising a ‘safe place’ ?
Seller_16EevDf4Axaui
I know it’s not particularly useful information, but my view personally is that unless someone takes Amazon to court over these matters, nothing will happen. I’ve said it in threads before that it requires a seller with evidence to take these matters to a small claims court, and NOT settle out of court and see it right through to the actual court date where if a ruling is made in favour of the seller and damages awarded (which they will if you request them in your submission, along with the original cost of raising the action), this then sets a precedent for all other similar cases where the seller has proof and Amazon have still went ahead and refunded the customer. Essentially, this means Amazon will no longer be able to do this without the potential for it to go back to court and for them to loose again. Whoever does this will be very popular with sellers and although they will likely lose their accounts, it needs someone who doesn’t rely on Amazon sales to go for it.
Seller_4MlYJvoHfdkDh
Yep to be fair, to Amazon, that just looks like a non signed for service as its just been left.
Seller_zjSVzrZV26EFo
it angers me so much to see so much of this crap happening to honest Amazon sellers. {Moderator Edit (Jessica) inappropriate comment removed}
Seller_DSc0DILReiGDL
Only reasoning I can think of is it could of been stolen? But still that’s not your fault. The AtoZ claims are atrocious, I have people order, use then send back claiming it was damaged or something on arrival - I get the item back in great condition but opened. Its infuriating!
