Buyer not received claim but royal mail shows delivered
hi
as showing the title. the royal mail 24/48 shows it has been delivered but without a signature.
shall I just refund it or challenge?
feel more likely to go the first option.
any different idea? i don’t understand why Amazon don’t accept royal mail 23/48 tracking
thanks
6 replies
Seller_EJIX7rqDNQJi2
It all depends on your metrics, if you wouldn’t mind risking a potential A-Z claim.
Personally, I wouldn’t refund with tracking showing delivery.
Seller_3sA3mMDSBeAxr
It is a very difficult situation and it depends on what you sell & it’s value.
If it went to A-Z it’s unlikely you will win it, although not impossible as it isn’t signed for etc.
However recently we have had A-Z claims regarding non delivery, despite RM saying it had and although we haven’t won the A-Z, it was closed as Amazon Funded and we did not take a hit. however this may be because they were older than 30 days.
Sometimes a polite email to the customer, stating the delivery did take place, and asking them to check with neighbours, other residents & safe places helps.
Recently we had a buyer claim non - receipt, we told them it was delivered and to check around, and it was found in a hiding place, although it wasn’t pre-arranged.
Seller_z6B2L9xab6HlP
Tell them you can give them a refund but you’ll be filing a claim with RM for a lost item. The customer needs to complete a P91 Denial of Receipt letter that Royal Mail will send them. If the customer doesn’t fill in the form you won’t get a reimbursement from RM.
You could hold back on the refund until RM have reimbursed you.
Seller_t9axAefQD4v9m
It is very likely it has not been received. Royal Mail are a but slapdash with these items. If it is a parcel, or something that won’t fit through a letter box they could have left it with anyone and not left the buyer a red card. They will not necessarily leave it with an immediate neighbour either but might leave it at the next house they have a parcel for.
