A customer was just granted an A-Z claim for non-delivery for an item we sent with Royal Mail Tracked 48, delivered on time with a photo. They did not reply to our message with photo of delivery to help us investigate. They have just now placed another order with us.

What should we do in this situation? I don't want to cancel as my order defect rate is already over 1% after this, but worried they will put in another claim when the item is delivered.

Thanks.

Hello everyone,

We recently received an A-Z claim from a customer regarding an return order. The issue is that we were not aware the item had arrived because it was delivered outside the door, and we haven't received it.

Could we ask the customer to withdraw the claim? Would that be feasible in this situation?

Thank you.

Again Amazon seem to be ignoring there own policys

026-5714496-2672357. customer has not returned product started A-z claim won a large amount back and not returned.

Not bad for a customer and for amazon to grant have appealed and they take no notice of the facts.

Any help please

Digitalpromo