Amazon bought RM48
I bought RM48 through Amazon for 2 separate orders to the same customer 2 days apart. The customer says they have not arrived and the tracking has not been updated. Do I have any redress with Amazon?
Should I tell the customer to open an A-Z case to see if they are not being truthful?
0 replies
Seller_DTufFoxJuMU0M
Why would you have any redress with Amazon? Royal Mail didn’t deliver the parcel or did and didn’t update the tracking, its not really Amazon’s fault.
If the tracking says it hasn’t arrived then you have no comeback at all, even with tracking confirming delivery you will likely loose an a-z
You are supposed to be protected in your metrics because you used buy shipping, but if you have a read through the forums you will see that this does not always happen, but going to an a-z is not going to see if your buyer is truthful or not, its just going to give them their money back and have you possibly take a ding on your metrics.
Its up to you to decide how to proceed, if it hasn’t been too long you could ask the customer to wait a day or two while you get Royal Mail to investigate, usually that will either give the parcel time to arrive (if it is genuinely delayed), or have them magically find it (at the worry of an investigation), but they could go to a-z anyway
Seller_esvgLzKXw2YAl
Never ever ask a customer to open an A-Z.
It’s always better to sort out before that happens.
How valuable are the items? And I presume that your referring to standard rather than tracked mail.
In which case, you can ask them to wait a little longer and hope that updates.
But more than likely, the customer will open an A-Z if you leave it for more than a couple of days and you will lose out anyway.
Seller_xUKHc5xSYJmI4
Have you considered contacting your courier for an update before deciding the next step. Inform the buyer you are currently investigating the whereabouts of your and and will revert back to you as soon as we have an update from Royal Mail. Sometimes you can prematurely refund the customer only to find the order has been delivered but Royal Mail system did not update. Usually down to the handheld terminal data failing to load all the scans.
If you give us the name of the delivery office we may be able to give you the telephone number of the office so you can speak to them directly rather than contacting customer services who take a long time to answer the phone and sending an email response time is usually 48 hours.
