Sometimes it's so unfair
Shipped an item, on time, tracked delivery, delivered to the address, on time, with proof of delivery photo. Customer says it's not arrived! Even though it is clearly pictured inside her front door!! She requested a refund, so we escalated it to Amazon to get some advice, and you guessed it, they said we have to refund the customer! Even though the customer got the item. We're a small family business and can't afford to give things away and be out of pocket. So unfair. What's more, Amazon now also say that it counts against us as a defect! You can't make it up! There is practically zero protection for sellers on this platform and sometimes makes me wonder if it is worth the hassle and stress some customers cause.
Sometimes it's so unfair
Shipped an item, on time, tracked delivery, delivered to the address, on time, with proof of delivery photo. Customer says it's not arrived! Even though it is clearly pictured inside her front door!! She requested a refund, so we escalated it to Amazon to get some advice, and you guessed it, they said we have to refund the customer! Even though the customer got the item. We're a small family business and can't afford to give things away and be out of pocket. So unfair. What's more, Amazon now also say that it counts against us as a defect! You can't make it up! There is practically zero protection for sellers on this platform and sometimes makes me wonder if it is worth the hassle and stress some customers cause.
16 replies
Seller_ZVAz3d5lZuGid
Personally if it was me, I would send the customer the photo of the item, with the tracking info, GPS, everything you have to prove delivery. See what happens next ! - don't refund until you've done that.
Seller_ZjZ4slOF0jHpk
I tend to reply, if there's proof of delivery, that I would need to open an investigation, report it to Royal Mail to check and that it may become a legal/theft issue. They then tend to message back 24hrs later with "Oh I found it!".
Seller_fT0jTorzuxVSz
Its online shoplifting heaven. Why risk or go to the hassle of stealing from a shop, where they can and will use photographic evidence to prosecute? Ive sent customers the GPS, delivery photo (one time of their full body) and it means nothing. Amazon is fast becoming the Wild West of selling platforms. They need to get a grip on this issue. So disheartening.
Seller_PNFRt9U96ZKA1
I had the same - sent the photographic evidence to the buyer who immediately opened an A=Z claim with Amazon which was, of course, granted.
I also received a return case , from a different buyer,, but the goods were never received back. They also opened a case which was also granted so it seems we cant win either way.
Im only staying for Christmas then transferring my entire inventory to Ebay as I dont get these issues there. Buyers know that Amazon is a very easy site to steal goods from as A-z claims are always granted which makes it very difficult for small businesses to survive
Seller_l85iSVFc5JByo
As a small business this is happening to us on a daily basis. We have not won a single claim. We now have to send anything above 30 GBP as signed for and even then lost a claim. We feel powerless but what's the alternative?
Seller_D4is9mSoquzJS
They don't care. It is not their money that they are giving away !
Seller_XwBi5OaHVBmkc
Go back to them with the GPS and tell them you have check on Google Street map and it shows her front door. P.S. do check it yourself first just to be sure.
Seller_uK2aGVnqbtliE
This is the template of the message I send back. I don't remember ever having any further bother. The possibility of engagement with the local police stops small time crooks immediately.
Hi
I have now obtained tracking details for this book.
Royal Mail tracking number: $$$$$$$
They show it as having been delivered on 23-07-2025.
I am attaching copies of the report from Royal Mail.
Please check that it isn't with a neighbour or in a safe place
If not you need to contact your local sorting office, and notify the police, of a possible theft.
