Problems with customers claiming they have not received their items when they have received them
Hi all i really hope somebody can help me, I am currently using royal mail click and drop for my small items, I have had several customers stated they have not received their items when the tracking states they have been delivered, Amazon have refunded the customer every time when an A-Z claim comes in even though i send the tracking information to amazon saying the item has been delivered with the corresponding number they state that their is not enough evidence and refund the customer.
This is costing me a fortune in lost items and postage costs i have paid and now my account health is suffering on the defect rates and a-z claims, Now my sales have basically stopped and my buy box is 0% now my account is at risk of deactivation,
Some help would be very much appreciated.
29 replies
Seller_77IcbQKVGdZo0
Do you upload your tracking to Amazon when you despatch your order? If so you have a much better chance of winning your A-Z if you are not then you have virtually zero chance of winning an A-Z.
Is it worth temporarily stop selling your smaller items and give time for your Account health to recover? If you get further defects this obviously increases the chance of deactivation.
Have you checked for any pattern to the customers saying the items are not received, is it the same customer, same item etc?
Seller_idCSjD35wINVo
Very true, we lost an A-Z yesterday. Our parcel was shipped using DPD ireland, fully tracked, had GPS map data image and photo of delivery. Amazon denied the appeal within 1 hour as evidence was not sufficient of delivery. Amazon attitude is simply #**K off if you don’t use FBA or ship using amazon buy shipping. From last year the messages from amazon telling customers they can claim because their parcel is late or lost after it has already been delivered is part of that. VTR will seal that all up nicely. We spend about £500 per week on amazon ads, might be time to push our own website and spend £2000 a month on google ads instead if amazon don’t give a…
Seller_Xlr2V3xK7DZm3
I’ve had 7 claims go against me, we upload tracking and in every case it shows the item was delivered. I’ve raised cases about these claims but they just disappear into the ether. Is there nothing we can do?
Seller_x1xMSBwZsJrTE
I find it’s always worth contacting the buyer and asking them about their claim.
Be polite a friendly and just say that you are a bit confused because the tracking shows it was delivered. Ask them if they made a mistake and claimed on the wrong item would they mind withdrawing the A-Z claim.
If you get no response, follow up with an email stating that since there has been no response you are now treating this as suspicious and unless they withdraw the claim or contact you within the next ‘xx’ days you will ask Royal mail and Action Fraud to investigate the matter.
Seller_Dju0fEUswgj6t
This is my second ever A to Z, first one Amazon funded while this one was denied to the customer, a complete scammer! So there is some justice but, believe me, I had to provide every single proof and evidence I could. This guy even left good review and sent a message to thank for the order 3 days before claiming inr! This anyway left me quite stressed but at least not out of pocket
Seller_XrsxyuONn8r2w
she is being charged with fraud.
Go online, action fraud is the government website for online fraud etc.
Fill in the form and if they think there’s a case, they send it over to the police.
It is nothing to do with Amazon, they have committed a criminal offense! end of, just do not use Amazon messages to tell the buyer what you are doing.
