A-Z Claim On Delivered Parcel!
So amazon has given the customer a refund of £107 on a order that has been delivered. the customer messaged me on the 7th of november saying they cannot find there package lucky i had full tracking on the item so i sent them a gps location with a photo of the parcel on there doorway. the customer then replies saying great thank you that’s definitely our carpet. i then replied great any issues let me know. nearly a month later they put a a-z claim in saying they never got there parcel delivered and amazon lets them win??? to rub it in even more they then ordered the item again!! it was a building product so im taking it they needed more and didnt want to pay for a second lot!
what can i do next??? if anything i appealed the claim and there response was “there is no signature so we cannot award this claim” im pretty sure no delivery company is taking signatures
54 replies
Seller_DROodOAYHftnc
Every time I read about this sort of claim it makes me so angry, especially when the customer acknowledges that it was a photo of his carpet !!!
Amazon are complicit in blatant fraud/theft.
…and you’re correct - no signatures are being taken, so Amazon should not be using that reason for not awarding a claim. Photos are more of a proof than a signature anyway as a signature can be faked,
Seller_CCbE33fNBbimX
Its too late. When the customer says they didn’t receive the item, you send them a declaration for signature. Courier companies have their own patterns, or you create your own pattern: name and surname, address, package number, from whom to whom, courier company, date and time of delivery according to the system; and the text: I, the undersigned, declare that I have never received the above-mentioned package. Date and customer’s signature.
- The client sends back a signed declaration - you return the money and advertise it to the courier company.
- The client does not want to sign - you are waiting for the AZ guarantees. When the info appears, you do not wait for consideration, and you send the text: I will be happy to refund the money, but I need a signed customer declaration, without which I cannot file a complaint and get compensation. I would like to remind you that I am also an Amazon customer and the refund of the money to the customer in this case will be the use of Amazon’s stronger position and will act to my detriment.
Seller_CQKmPJNVEewry
Report it the the police as theft, get a crime ref. number and tell the customer of the action you have taken?
Seller_ae51e0CJoHqCX
Absolutely nothing you can do once Amazon has rejected your appeal.
Had the same thing happen a few times. Sometimes they aren’t awarded and sometimes Amazon fund them with no consequence to you.
But sadly most A-Z claims have gone against me even though I have proof of delivery.
I have appealed decisions and from seller support you will just get a case saying it has been transferred (This is Amazon’s way of saying it has been shelved)
The only thing you can do is what you have done and that is log it on the forums in the hope that moderators will pick it up and continually ask the questions of why this sort of thing still happens.
I certainly feel your pain and most of my gripes are down to receiving A-Z claims as a stain on account when carrying out exemplary service.
I even had an A-Z claim whereby Amazon said they would overturn the decision and not score it against me but I was still to fund the wrong claim. It was low value and I still queried it and opened up a case but this is still showing as transferred after 2 months.
Sorry I can’t be more constructive, Amazon are aware it happens so what can one do?
Seller_Iti0OkAyMPN7I
I have successfully had a few over turned based on messages from the customer stating they had the parcel and the RM Email confirming GPS delivery, because Amazon do not check the messaging between seller and buyer, appeal the decision and include the entire message thread including date and time stamps its not a quick process but has had results.
Seller_zjSVzrZV26EFo
hi
appeal the A to Z informing Amazon CS that the buyer has sent you communication on site already confirming to have received the goods after you showed them GPS and photographic proof.
also write to managing director email address for Amazon and tell them this A to Z case was awarded to the buyer despite valid tracking and confirmation in messages from the buyer they recognise the carpet and delivery location.
Also write to the buyer informing them of what they’ve done and that you will need to involve police authorities because you’ve received confirmation from them they received the delivery but they’ve gone and made a claim a month later.
Seller_xUKHc5xSYJmI4
Hi
Just been reading your case. I just wondered did you appeal?
Seller_Nx3Da5XPngGEm
This happened to me recently. I had tracking saying the item was delivered, a photograph showing the item (photographed by the courier) but the buyer STILL won the A-Z claim automatically. I did not try to appeal it because there is no signature, is this really the only way to win - get a signature? i’m curious if you tried to appeal this or did you let it go? I would go through the courier and do a claim, but i’m sure it will be a nightmare to get any compensation if the item is showing as delivered.
PS I hope Amazon flag the buyers account if they keep winning A-Z like this, definitely should be monitored.
Seller_FZoi6FZ12F0mW
before appeal (you will need new messages or information for appeal anyway) maybe message the customer to say sorry to hear it hasn’t arrived, advise you’ll need to submit a claim with the courier and can they complete the paperwork the courier will send to them to confirm non receipt, but before submitting the claim could they confirm the non delivery issue definitely relates to this order as they seemed to have confirmed in their previous message that the item was delivered (the picture from the tracking), if it has been a mix-up with a different order please let us know etc…
if they reply saying yes sorry, then you can appeal based on that message, if they just never reply or stick with it didn’t arrive then you might as well just write it off its not worth the hassle
Seller_sgYXsG85mA5UZ
I had this issue with a customer and because the GPS it was definitely delivered to them and they got a refund
they also placed another order and I cancelled it with undeliverable address
never heard anything from them again, they probably moved on to someone else to scam
