I could write an entire thesis on this problem, however, here is a summary of my (extensive) thoughts…

1. Amazon clearly prefer all orders to be sent tracked. As a CD specialist, the extra cost in doing so would make our prices somewhat uncompetitive. Furthermore, Amazon’s standard shipping allowance per CD is a measly £1.26/item, whilst the cheapest (reliable) tracked service costs £2.70/item (Royal Mail Tracked 48). Meanwhile, pro sellers have the option to vary their P&P rates – the last time we tried increasing our P&P to cover sending everything 48 tracked, our sales dropped alarmingly.

2. Royal Mail 1st/2nd class postage purchased via Amazon does include a tracking number – you’ll find it just above the QR code – example: 3B-053 893 B8. This can be entered into the Royal Mail tracking site which will confirm delivery but not actual tracking. Sadly, many postal workers can’t be bothered to scan standard items on delivery, resulting in c. 25% of items recorded as undelivered. Amazon then sends a message to customers informing that their items may be lost and that a refund is in order – regardless of whether the package(s) have been delivered. As we are all aware, a majority of customers will jump at the chance of a refund whilst keeping the goods.

3. We now use a gentle reminder to Royal Mail delivery staff in the form of a label attached to packages, with the wording in bold red type – “Dear Postman, please ensure that this package is scanned on delivery. Thanks!” This has increased the percentage of deliveries successfully scanned to over 95%.

4. Nevertheless, Amazon still insist on offering refunds to customers, despite packages having been delivered and scanned. (Gee, thanks, guys!)

5. If a customer asks for a refund in such circumstances i.e. where goods have been delivered as confirmed by the Royal Mail track-and-trace site, a firm-but-friendly email is sent to the customer with scans of the proof of posting and screenshots of the delivery label and the Royal Mail track-and-trace confirmation page.

6. Here is our email template…feel free to adapt and use.

Dear (customer name xxxxxxxxx)

Regarding your enquiry for your order for (item xxxxxxxxx) (order number xxxxxxxxx)

We confirm that your CD was delivered at (time xxxxxxxxx) on (date xxxxxxxxx)

Please refer to the attached tracking document, Royal Mail proof of delivery (date xxxxxxxxx).

Please read the following carefully, noting the tracking number/barcode for your parcel (bar code xxxxxx)

Your order was placed at (time xxxxxxxxx) on (date xxxxxxxxx).

Your order was despatched at (time xxxxxxxxx) on (date xxxxxxxxx)

Your order was delivered, (time xxxxxxxxx) on (date xxxxxxxxx) to the recipient and address as per your order: -

(name xxxxxxxxx)

(address xxxxxxxxx)

Please see the attached documents: -

proof of posting (date xxxxxxxx)

Royal Mail proof of delivery (date xxxxxxxx)

All relevant information on the attached documents has been highlighted for clarity.

The Royal Mail has also provided a GPS location of the exact position of your postman and the time when the package barcode was scanned at the point of delivery.

Please note that these coordinates are accurate to within less than one square metre.

Thank you for shopping with (name of Amazon store xxxxxxxx)

Yours faithfully

7. Using the strategy as detailed above, we very seldom hear from the customers again, except where one or two may sheepishly admit that they have “found” the missing item(s).

8. And how odd that customers who complain that their packages may be “lost” never, ever ask for a replacement - but immediately request a refund. Very strange!

Good luck. Let’s beat the scammers.