Customer never received item but I have proof of postage track and trace GPS
I send an item to customer that says she never received but Royal Mail have GPS delivered track and scan proof.
we message her for address details so we can check are right but she never answers messages we send messages through amazon message service. Now she has put a claim in with amazon which we provide tracking number as proof of delivery but amazon go ahead and refund buyer. Seem bit unfair to me when all we wanted to do is get the delivery address to send out a new one.
17 replies
Seller_mBENc0rmDmw5W
Buyers freqently don’t receive any messages from sellers because of Amazon’s stupid opt-out of messages system.
Try printing your messages off and sending them snail mail instead. That way they will get through.
(After all the complaints over the past year or so you would have thought that Amazon could have sorted the message system out. 
)
Seller_EJIX7rqDNQJi2
Unfortunately, Amazon has recently got a lot stricter when deciding the outcome of A-Z claims and tracking in most cases won’t be enough to have them closed in your favor.
Next time, I would suggest you to use my representation template, which works very well:
“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 delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). We have also contacted the customer and provided the delivery details, however, we did not receive any response. Please close this claim since the order was already delivered. Thank you.”
Seller_oaI4C01xuvHTf
Just because RM say it’s been delivered, doesn’t necessarily mean it has been. I know this from personal recent experience as a buyer. At the very least, a signed for service - and even that may not be foolproof
Seller_G1iSvCL73whbt
Really interesting! I have had exactly the same but through Hermes. Customer is adamant no one was home at the time of delivery. Neighbour does not have it but there is a signature (illegible) and GPS location. They bought on this platform too.
Was the customer Newcastle based by any chance?
Seller_G1iSvCL73whbt
UPDATE: MY customer has ‘found’ their parcel in their blue bin! Miracles do happen. I do hope that you get your situation resolved soon.
Seller_PZZnASL1Ekdrr
Did you upload details of the tracking on dispatch? and did you respond immediately to the a to z claim
as it seems a bit odd if you have both tracking and signature
