Amazon Buy Shipping with Royal Mail 24 - what to do with late deliveries?
I used Amz Buy Shipping to purchase RM 24 labels. All orders either shipped out same day or next day so VTR is 100%.
However, I have so many customers that complained to me that they have not received their packages after 5 working days. For all these customers, RM shipment link shows the message “An update will only be provided when we attempt to deliver your item”.
I believe the customers’ claim as I also have quite a lot of packages that only acquired the “Delivered” status more than 1 week after it was collected by Royal Mail. RM’s delivery performance is really terrible at the moment.
My question is what is the best practice for dealing with such late deliveries? In the past, I just process a full refund out of goodwill, and ask the customer to refuse the package (if the customer claims that they no longer want the product as it was late). But I have had so many late deliveries at the moment that it no longer makes sense for me to do so.
Should I ask the customer to bring this up with Amazon directly?
I also use the “Shipping Setting Automation”, so I guess I am supposed to be protected from negative seller reviews due to late deliveries?
How about A-Z claim? Will I be penalised by Amazon due to Royal Mail’s incompetence (even though I used Amz Buy Shipping)?
43 replies
Seller_DTufFoxJuMU0M
Only if you want to loose your account! The last thing you want to do is have customers raise A-Zs
Technically you shouldn’t have the defect on your account, though if you read the forums you will see that it is hit or miss if they adhere to that policy or not
However you are always financially responsible for the missing delivery - you choose the courier, and the service, and you packaged the order, so the “blame” falls on you, it is up to you to refund the buyer and reclaim from Royal Mail
If you are getting a lot of orders go missing and they are worth any money, I would consider posting them tracked as well. I post all my orders by RM48, very few take a week or more to arrive and less than 1% result in refunds…
I usually confirm the postage date, delivery address, and ask them to wait a couple of days while I get Royal Mail to check on the tracking, if they still haven’t received it then I refund them a couple of days later and claim from RM
Seller_SITNVuZK87zGK
We kindly ask if the customer is willing to wait a few more days. Most are happy to do so, others won’t - we will generally refund those.
With regards to A-Z, with RM 24, you wouldn’t be protected even if the order had been delivered according to tracking, and the customer said they didn’t - you’d still have to cover the refund.
If you use Buy Shipping, you are SUPPOSED to be covered for your ODR - but most are saying at the moment, that the A-Z Claims department are deaf to this policy.
Seller_tRuvBEHDedp4q
Well first off - if the parcel has not been delivered then you are responsible. By all means ask if customer can wait a little longer if its just a day or so over. But if a week I would just refund.
Once the customer has messaged you about a late delivery they can then ask Amazon to step in and Amazon will automatically create a A-Z Claim and refund customer if tracking shows not delivered.(and sometimes even if tracking shows delivered but customer claims it has not).
Now if you used Buy Shipping you are correct that the policy states that any A-Z Claim will not affect your ODR metric (you will still have to refund though) BUT (AND HERE IS A BIG BUT) - Amazon often take no notice at all of this policy and you will find the A-Z will affect your ODR even though Buy Shipping was used. The forums are full of such cases and you have a mighty job getting Amazon to adhere to their own policy.
So my advice is - if more than a few days late when customer claims non-delivery and tracking confirms this - just refund anyway before it gets to an A-Z. If its just 1 or 2 days late - perhaps ask customer to wait a little longer.
Amazon have no responsibility at all so its pointless asking customer to bring up the issue with Amazon. In fact, if they do, Amazon will just award A-Z straight away and refund customer. So no do not under any circumstances tell customer to contact Amazon.
Seller_saK5Ah2SaNYjL
I’ve got Prime on my buying account. Amazon themselves (not SFP) are using RM Tracked 24 to send out Prime items and it’s dreadful. I’ve had items take up to 2 weeks from the first scan at a depot until delivery. Some have gone missing completely. I’ve had 3 refunds in the last month.
Amazon have obviously asked to use RM for this service and RM just can’t cope with the volume. When I see that Amazon have shipped one of my Prime orders with RM, my heart sinks.
Seller_b5LDA3tnfaBEG
Sorry if you have already done this, but the shipping information sometimes does not update through the amazon link, if you copy and paste your tracking/confirmation number into the royal mail track and trace 9/10 times it has been delivered. You can then update your customers with this details 9/10 will let you know they have found the missing delivery!!
Seller_hslwZ068uqECe
I’ve had similar issues on another selling platform but thankfully not on Amazon although same shipping method. My local postie, who i’ve known since school days said the service is a shambles and he can’t wait to retire. When I mentioned the problems of 1st & 2nd taking over a week he suggested changing the Post Office I drop at and suprisingly this actually worked! I can only presume the office I had been using was delaying them for whatever reason. since then touch wood, no issues.
Seller_PtSZDCRO4f7e5
Got A-Z & negative feedback with buy shipping on amazon
feedback removed but a-z counted against me
