Help with buyer saying not received but Royal Mail said it was
Buyer contacted us only 4 days after postage saying it hadn’t arrived so we refunded as Royal Mail have been quite bad. We put a claim in and have just got a reply saying it was delivered the day before the buyer said it hadn’t arrived?
Please can anyone send me a link to report this to Amazon?
Tia Sharon, I will add pic of email from Royal Mail.
0 replies
Seller_SITNVuZK87zGK
Did you check the tracking prior to refunding?
Seller_DTufFoxJuMU0M
Why didn’t you check the tracking before you refunded?
What do you want/expect Amazon to about it? They aren’t going to recharge the customer, or get your money back.
I think you’ll have to chalk this up to a lesson learned, I hope the item wasn’t too expensive.
Always check the tracking on Royal Mails website before issuing a refund, and unless it was a premium 2 day order and you send it by tracked 24 I wouldn’t have refunded after just 4 days…
Seller_SITNVuZK87zGK
Really, there’s not a lot to report if you chose to refund.
But lets assume we follow standard amazon protocol. You told the customer tracking shows it was delivered. They either go away as they’ve been caught or the customer could then open an A-Z with amazon (either because it genuinely wasn’t delivered or not, it doesn’t really matter), and as there is I assume no signature, you’d have lost that anyway.
Seller_DROodOAYHftnc
…and that was your first mistake !
Always check the tracking first as customers have been known to say not arrived when it has (tell porkies !), and even communicate with the customer asking if they can wait a few more days and get back to you if it still doesn’t rarive within a specified time - most reasonable customers are happy to do that.