Claiming INR but it was tracked as delivered
Hi,
Buyer is claiming for INR (messages only at the moment) on Royal mail signed for. Royal mail said it was delivered within the 6ft of his front door via the GPS coordinates. How can it politely and non confrontationaly tell that his hand has been caught in the cookie jar? Also is signed for sufficient for beating an INR case? I only know the GPS because I have called the customer service of royal mail, it’s not on the track and trace website.
16 replies
Seller_DROodOAYHftnc
No carriers are taking signatures at the moment.
Remain professional, do not appear to be accusing them, simply state that the item was sent on …date, via **** . and the RM website shows that the item was delivered on…, confirmed by the GPS co-ordinates.
You could ask if there is someone else in their household who may have accepted the parcel.
Wait and see how they respond and take it from there.
How you then proceed may well depend on how expensive the item was.
If they still deny receiving it, then say you will need to ask RM to investigate the claim on their behalf.
If you really do think they are trying to scam you then hopefully it will suddenly be found !
Seller_yc71YRAOzsrDX
Yea, the inevitable happened. A to Z claim. I’m a small time seller so this is hasn’t happen before. Is it correct that I can’t defend the claim? Amazon simply say they’ll make a decision in the 3 days and contact me if extra information is required required? What a terrible system compared to the auction site. I guess the buyer/scammer will get away with this (I read amazon almost never outright side with the seller). Even though Royal Mail scanned it a delivered at his front door and I might get my money back on appeal as a no-fault refund? Maybe, if I don’t I’m not going to let this lie.
Seller_lljyzgTxr5fgI
This is not sufficient proof. The GPS co-ordinates have never been available online. You have to request them in written proof. If you can get this written proof, you should be able to successfully appeal the A-Z. You need to request the proof, in writing, from the manager of the delivery office from where the item made it’s final journey.
Seller_xUKHc5xSYJmI4
At the moment we are seeing an increasing number of claims for none receipt. The customer puts in a claim and all we do is follow the couriers claim process asking the customer to confirm the delivery address together with the contact telephone number should the courier wish to contact the customer regarding their claim via telephone. A number of these claims are being made a considerable number of days past the estimate delivery periods ie 20 to 30 days after. A number of them were unwilling to confirm the delivery address and contact number and going directly to Amazon customer services which has made us wonder why. It is important the customer confirms the delivery address is correct because a number send goods to multiple delivery addresses and its also essential to have a valid contact telephone number. Over the years we have seen customer remove their contact number also remove digits from the number so they cannot be contacted via telephone. Also increasing number invalid delivery address such as the house number is missing or invalid post code or a house number that does not exist just so they can put in a claim for none delivery.
An accurate telephone is beneficial for both the seller can the courier who may have difficulties either locating the delivery address or even delivering the wrong address. The recipient can always contact the person the parcel below to if delivered to the wrong address.
