Buyer didn't pick up package and open A-Z
Hello, I need your help the buyer open A-Z claim and claiming that “Package didn’t arrive”
I checked the tracking number and it has last status “Unsuccessful delivery attempt. Notice left” - he received notice that he shut pick up package on post office .
Please how shut I solve this problem ?
Thank you
12 replies
Seller_xFNy6AOedMagf
Hopefully Kika will be along soon with the definitive answer - she has an awesome knowledge of how to defend A-Z claims.
In the meantime, the first thing to do is keep close tabs on the timescale, to ensure you respond to Amazon within the time they ask (or you will automatically lose). I had a very similar one recently, and the defence which worked for me was to provide a screenshot and link to the tracking page of the courier clearly showing the customer had been carded and had not yet picked the item up, and explaining politely that I was happy to refund once we had confirmation that the item had been returned to us by the courier (to prevent the customer both getting an A-Z refund and then going to the local courier depot and getting the goods). It worked for us, but I make no promises it will work in every case like this !
Seller_vJ08QoZpmGgNp
- Buyer claiming non-receipt and the package is awaiting collection at the post office
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date). After repeated unsuccessful delivery attempts, the package was left at the buyer’s local post office (name/address). The buyer can collect his package anytime. In case that the package gets refused or returned back to the sender, I will issue a full refund as soon as I receive it back. Please close this claim since the package is awaiting collection at the buyer’s post office and I am unable to refund without receiving it back. Thank you.”
Copyright Kika
Seller_YSVJTvJFHSin4
Don’t do anything until and unless the package is returned. This kind of thing does happen occasionally and the buyer nearly always claims they did not get the card. If you refund before the item is returned, they then go quickly to the sorting office and pick the item up, using the card they say they never got. You then have a legal struggle to get your money back. If the buyer opens an A-Z before the item is returned, use the tracking info to challenge it.
Seller_xNOLoZFwtCEZ7
Hello, today I received this email from Amazon, they close claim until 3 days.
I think the package doesn’t reach my destinations for 3 days and I don’t bee able check items.
How can i handle with this?
If they refund money buyer s will it affect my account health ?
THX
Dear Customer:
The tracking information for this order shows that the package can not be delivered and, therefore, will be returned to you. Do not send the order again.
If there is any problem with the merchandise, inform us immediately responding to this message. If this is not the case, issue a refund within 3 calendar days.
If you do not issue a refund or do not contact us within the indicated period, we can approve the claim and charge your account.
- Amazon.com order number: xxxx
- Amount of the claim: EUR 71.20
- Carrier: Post office of Spain
- Tracking number: xxxxx
Cordially,
Seller_xUKHc5xSYJmI4
Personally I don’t get customers raising A-Z for none receipt of order when the tracking information says the courier company tried to deliver when they were unavailable to accept the delivery or collect the package from the post office where it can be collected up to 10 days after or schedule redelivery.
The customer has the tracking information which the seller inputs when marking the order as dispatched so this checked at any time.
I do sometimes feel it is a deliberate act by the customer to distrupt the seller business.
We know there are a number of addresses in the UK that have a history of making bogus claims online.
Seller_fsMdI9H1tzry5
I had one exactly the same over the weekend. I detailed down the tracking and dates, including tracking number and website link. I also repeated emails sent as in my case the customer had contacted us, asking where it was, we told them and they opened a case.
I was shocked this morning to find the case had been dismissed.
Seller_89fLakcUuS4UV
Yes same here, Had a £200 item ship with Parcelforce next day tracking uploaded at time of dispatch and hear nothing for a few days, Customer messages and says item not received, I give them the tracking again and shows as signed for. Customer adamant the person that signed for is not him but having matching initial and last name. Got in touch with Parcelforce who gave me a PDF of the GPS location of the driver when making the drop off, shows as the customers road right outside his house.
Customer will not give in and opens an A - Z, i was clear an concise in defending the A-Z with bullet points of interactions etc… and Customer failed with his A-Z, this morning i had a very horrible message left calling us scammers etc… would not let me mark as no response needed so reported the message to clear it off, Just waiting for the 1 star review now