A-Z Claim and Theft
Hi all,
I hope all is well.
Got a customer in Germany where the package was being held up at customs but eventually delivery was attempted and the customer was not in.
So they have filed an A-Z claim, got a full refund, delivery was then re-attempted and now they’ve kept the product and Amazon won’t do anything about it.
How can they let things like this happen? do they just let customers rob sellers?
I’ve gone to the police but they say they won’t do anything about it due to the cost of the product.
What can i do about this please? Accepting it is not an option, I’ve been screwed over by Amazon and the customer here and it’s just not fair.
Please advise.
All the best,
Olly
0 replies
Seller_7VbclcPFFRTnc
In fairness to the buyer, they didn’t have the goods when they opened a claim
Presuming you sent IOSS electronically etc
Others have sent a LBA to amazon to recoup costs but it obviously depends on the value if you think its worth pursuing amazon
Seller_bhSWqoVh7Pn98
This is why many Sellers no longer ship internationally.
You also have a load more to do ref VAT, extra compliance etc for France and Germany, not just Customs forms IOSS, etc. Newish regs on both those countries. Maybe why the delays?
The Buyer should have refused, but then you would have paid for its return as well of course.
Check all things conform, then add additional delivery time, maybe an answer?
Seller_nzd3XpaZpr8Gb
It’s horrible when this happens. It drives me absolutely mad but there doesn’t seem anything you can do other than move on. It’s happened to us maybe three or four times, fortunately not a lot but still seems grossly unfair.
Seller_b5LDA3tnfaBEG
Have you appealed? You may get a refund from Amazon. Its always a problem with things being held in customs, which is why the international selling for us has been turned off! so annoying. I hope you can appeal and get something back.
Seller_pEXz19pDzWCEo
We had this happened quite some time ago and Amazon’s response was they were entitled to keep it. We could ask the ‘buyer’ for them to send it back, but they were under no obligation to do so.
Seller_bzRkeDMMsE3Is
do they just let customers rob sellers?
It’s widely encouraged unfortunately and more so with each passing month!
Seller_7VbclcPFFRTnc
I have to say this
Buyer may not have known order was stuck at customs when they opened an a-z
They also didn’t go and collect the order after the a-z - it was delivered
Looking at the item, possibly just posted through their door so may not have been in to refuse it
And even if they were in, may not have known what it was until they opened it
They may well have called amazon only to be told to just keep it
The issue here is with amazon closing a-zs when the tracking clearly shows its still on its way and not doing what ebay do where you have a another 4 days to liase with the buyers and rectify
There are a lot of dishonest buyers out there , don’t get me wrong
But you can’t judge them all as fraudulent thieves
Seller_4MlYJvoHfdkDh
This is why I love GSP on the other site, everything taken care of, and if stuff gets held up at customs and the customer makes a claim, I never lose any funds, and the customer orders another one, so I get two sales.
Same with damaged parcels, they refund the buyer, no impact to me, customer buys a replacement.
Amazon would never do a system like that…
Seller_9vYzAspLN0bEC
With Amazon you need to be careful with delivery by date. If you feel it may take extra add few days to it.
I have seen many sellers who try to keep very short delivery by date and complain for refunds.
Amazon will refund the order if it is not delivered by date.
