Countries
Read only
FBM order sent via royal mail tracked 24, buyer claims stolen from "safe place"
Hi everyone, buyer is basically saying that the parcel was stolen from where royal left it in a safe place. They have amazon customer service involved which have messaged me asking to refund.
Item is of £100 value, is this a lost cause? Shall I just refund.
any advice appreciated, thanks
15 replies
Seller_ZQyopdiwkUHOZ
Tracked 24 usually shows a photo and a GPS map, are those showing properly?
Does it look like it was left in a safe place?
It seems weird to me that they would jump to conclusion it was stolen from safe place instead of just being misdelivered. Unless they know for a fact where it was left, you'd think they'd be flagging it as Item Not Received, not stolen from Safe Place.
Seller_76AUwmqvSyRIM
Ignore this request and treat as a standard customer complaint.
Seller_KlbXZHzQGSDZv
Firstly have you checked the tracking informationie photos and gps coordinates matching with the address and if you want to go a little further then Google earth supplies a vast amount of footage of peoples driveways/doors etc.
Does the customer have an agreement in place with royal mail about a safe place to leave there items. If not you might be able to claim with royal mail (send 24 tracked covered for upto £150 iirc at the moment).
Not that it helps with this one but if your regularly sending £100 parcels click the signature option. Wont help with parcels being left but will assist you in claiming if there is no signsaturee that you have paid for.
At the end of the day your probably going to lose an a-z claim but equally you should be able to claim via RM.
Seller_wIJT7M3ruYdxs
I Think you will find there is nothing you can do. If it wasnt signed for by the customer and a picture of them holding it then the customer will be given their money back by Amazon.
Welcome an old (but becoming more and more used) delivery scam.
From Amazons point of view you wont have a leg to stand on. No signature. No photo of customer with it.........Its your responsibility until your customer has it in their hands.
Did you send through Amazon buy shipping? If you did you will lose your claim with Amazon and will never get any compensation because Royal Mails contract is with Amazon and not you. Royal mail wont even talk to you about it. Amazon wont do nothing about it either
Seller_IQo80d99W2DzP
You will likely lose with Amazon, but a few things to check:
A = Contact RM, ask if the Buyer has an agreement in place to leave in a Safe Place and take liability. Even if they have you will likely lose with Amazon, but you can screenshot to the Buyer, etc. If they do not have an agreement in place, then you can claim from RM, although they are wriggling out of claims continuously at the moment!
B = Check RM Tracking, see if a photo, if photo shows left, you know, but if an open door, or someone there, then screenshot and give to the Buyer as proof someone has the parcel. (Give screenshot anyway, as it could have been puts somewhere like the back shed and they have not checked).
C = Check the GPS location, is that the Buyers address, again Screenshot as proof. If not at the Buyers address, claim from RM, and tell the Buyer, as they may go there and collect the parcel. Often we find it is at a neighbours address.
Use Google Streetview, see if the address looks ok, or not.
If lots of screenshots and link on a PDF to a Buyer, somehow the parcel is often located.
==
We say: Always send expensive items Signed For, Amazon often accept that as proof delivered and you can overturn any A-Z Claim. We also put a label on each of our packages next to the barcode to remind the Postie it is Signed For. Even if not Signed For, we put a label saying do not leave in a Safe Place , leave with a Neighbour.
Use Buy Shipping to your RM Account if possible.
What is the tracking number?
Seller_ilgaUEocXXMqs
If the tracking gps location and photo doesn't match with their address (look at street view aswell), then it may have been royal mail posting it to the wrong place. I've had this happen but it was a £12.99 item. The photo didnt even show my own package (mine was a yellow jiffy, the photo showed grey bags) and there was no gps location either, so I refunded the customer.
However if it all matches and they still win the case, then for £100 I would take the customer to small claims court. The Safeplace is what THEY gave to Royal mail. That is on them. They have no evidence it was stolen from the safe place, just their word. How is that your fault?
Seller_aakRkXehmHKf0
had the exact same situation with ebay, once proof of delivery was sent, ebay took my side .... would be interesting to see what amazon does
Seller_29AF2b8VJNr8z
I had a customer who contacted me to say that the item which was left in their safe place had gotten wet from rain and that the contents were unusable, I checked the tracking and there was a photo showing the package in a storage cupboard where it would not have been rained on. I just sent a message asking to see the damage and I sent a screenshot of the photo, never heard from the “customer” after that.
I have another thing you could try. When I get a buyer claiming such things I send them this:
Customer Name:
Address:
17/09/23
Amazon Order ID:
Parcel Barcode:
Thank you for informing us that you have not received your parcel. We have made enquiries with our courier and can advise you that the parcel was left in the house on 22/2/23.If you have still not received the parcel it is important that you complete, sign and return this declaration within the next 7 days.If we do not receive a reply, we will assume that you have received the parcel.
DECLARATIONI wish to deny receipt of the parcel detailed above I can confirm that I have checked with those within my household & neighbours who may have signed or received the goods & the parcel has not been received.I will inform you immediately if it arrives.I agree to co-operate with Evri, Loss Prevention &/ or the Police in the event of any investigation into the missing items.I confirm this declaration is true & accurate in all respects.I understand by making a false statement could lead to prosecution.
Signed
It’s a declaration of non receipt of a package, I use Evri but you can change it to RM or whoever you want really. Someone who makes a bogus claim will probably not get back to you. I would suggest writing something along the lines of:
Thanks for informing me of the issue you encountered with your delivery, I am happy to provide a refund however please could you read and and sign the declaration I have attached to this message which will enable me to claim for your lost item, once I have this I will provide an immediate refund, thanks for your cooperation.
If they reply they’re more than likely telling the truth, if they don’t then you know what time it is. I haven’t had any A-Z’s of this but if you do then I would show Amazon the message and ask them why an honest customer would not want to sign the declaration. Once you get an A-Z then as you’re probably aware it’s in the hands of the God’s so you might want to weigh up whether the ODR hit is worth the money you will be returning to the customer. If you purchase shipping through Amazon then you’re protected from delivery related claims although sometimes you may have to remind them of their policy. Hope this helps and you’re welcome to use the declaration if you want to.
Seller_d8YGbIjNqwFxn
From experience Amazon side with the buyer.
I had one recently with a tracked 24 item which could be seen clearly placed in the customer's post box on the outside of the building. The number on the post box matched the customers house, the GPS location matched the customers house and you could see the same post box on Google Maps for the customer house.
Despite sending all the proof to the customer and Amazon I lost out on the A-Z
Seller_l9DWGFvAaJQ2I
If the customer is suggesting it's stolen then you have every right to ask for a crime reference number - you can state that you need this to make a claim from RM
Quite often asking the customer to (potentially) lie to the Police tends to make them cool off a bit and morals sometimes kick in!
But not always.
Similar Discussions
