A-Z claim on €190 delivered product and proof of signature
Hi everyone,
We have sent a product to a customer in Croatia. Goods were delivered smoothly within a week. Product was over €150, so Amazon should have not charged VAT, but they have. The buyer claims that he had to pay €60 or €62 on the receipt. He had contacted CS twice :
Weitere Angaben: Customer shared the receipt of that customer paid the extra 62 Euro for the delivery service and wants refund he already paid the for the delivery
and second time:
Customer claim that he pay extra charge of EUR 60 upon delivery. Asking for refund. Kindly help
Within a day, he had opened A-Z claim that he has not received the product. Tracking shows delivered, buyer had admitted twice that he had received the product and he had presented Amazon Customer Service with the receipt.
Now Amazon demands me to produce the proof of signature. Croatian Post does not provide it on their tracking site.
Yet I have the buyer’s own admission TWICE that he had received the product.
Product is almost €200, buyer had claimed twice that he had received it, tracking shows delivered - yet I am afraid that Amazon will resolve this claim in buyer’s favour as I can’t produce the proof of the signature.
It’s so extremely frustrating. I can’t just let Amazon steal €200.
Does anyone perhaps have an experience in similar cases?
Thank you for your help!
0 replies
Seller_esvgLzKXw2YAl
The problem is, that the customer had to pay anything extra.
Whatever service you use, there must be NO additional cost to the customer on receipt.
As such, your unlikely to win any kind of A-Z.
If it’s SFP, then you may have a claim under SafeT.
Seller_QVpjrN1BsybDT
On the face of it I can’t see how you can possibly lose an a-z for non delivery. It would appear that the customer has actually told amazon that he has received the package.
Seller_vKjfmP7D4D4I4
Keep fighting, send proof again and again. That’s what we did, and it worked.
Seller_nWcG5RQsZvyN6
Classic Amazon, my experience with things like this is you will always lose out to Amazon no matter the right and wrong of the situation.
You could always contact seller support who will of course help you and provide clarity in this stressful situation, helping to resolve the issue quickly and easily …
Seller_rCd9F5CkmCOwV
I have had several where the customer states in an email that they have received item (UK) but still amazon have granted them the A to Z - and after that you can not appeal, as case closed
Seller_v0vEygT7hyxN2
Had this a few times.
Here’s another great atoz foible to look out for, if the buyer has messaged you before buying/it’s shipped - the amazon system, for some reason, recognises this as communication as part of the atoz policy that says:
’ You can request a refund under the A-to-z Guarantee if all of the following conditions apply:
- You’ve contacted the seller and waited two business days for them to respond.’
And when the buyer goes onto the order page they can submit an atoz claim without any attempt to contact you post-shipment, another joke.
Seller_ExEgetrnFSqWj
Are you sure the 60 euro isn’t the import tax rather than a delivery charge?
Seller_tK6Jf1DChbLzv
Amazon took this amount as VAT but customer paid import fee. those are different. Import fee is seller’s responsibility as I know
