how to resolve an atoz claim for none delivery which was posted tracked and courier made few attempts to deliver but failed due buyer unavailable.
Subject: Request for Advice on Unfair A-to-Z Claim Resolution
Hi All,
We need advice regarding a recent case where a buyer filed an A-to-Z claim for not receiving their order. The details are as follows:
The order was shipped with Royal Mail Tracked.
The courier made several delivery attempts, but on each occasion, the buyer was unavailable to receive the parcel.
The package was then held at the local depot for the buyer to collect, but the buyer made no effort to retrieve it.
Despite our fulfillment of all obligations, Amazon issued a full refund to the buyer and applied a defect to our account.
To assist the buyer, we sent emails containing a link and instructions to rearrange the delivery for a more convenient date. However, the buyer ignored our communications and proceeded to file the A-to-Z claim.
The parcel has now been returned to us, and we’ve incurred both the original shipping cost and a return fee from Royal Mail, leaving us out of pocket by approximately £10. On top of this, a defect has been applied to our account, which seems highly unfair as we adhered to Amazon’s policies.
We kindly request guidance on:
What we could have done differently in this situation to prevent the claim.
Whether this decision can be reviewed to reverse the defect and refund the costs we’ve incurred.
Thank you for your time and support.
Kind regards,
2 replies
Seller_mS10UjVYuuGor
We all get one of these occasionally. There's very little you can do.
You've got the product back in a saleable condition, Amazon will refund their fees so won't be held responsible, the courier has done their job so deserves to be paid, you just have to chalk it up to the price of doing business.
Seller_d8YGbIjNqwFxn
At what point was the A-Z raised, was it raised when the parcel was awaiting collection, when it was on the way back to you or when you received it back.
If the A-Z was raised after you received the parcel back then it could be argued that the customer was right to raise the A-Z. You would need to make sure you issue refunds in a more timely manner to avoid an A-Z
If the A-Z was raised whilst awaiting collection there is nothing you can do.
If the A-Z was raised when the parcel was on the way back to you then you could have refunded as soon as you aware the parcel was on the way back and you may have avoided the A-Z.
Unfortunately in situations like this there is nothing much you can really do. It is entirely possible the customer changed their mind about the purchase and deliberately avoided receiving the parcel so they could get a refund.
