Large increase of customers claiming non-receipt of orders
Hi we have sold on amazon for many years, Amazon is only a very small part of our sales but recently we have noticed a large increase of customers messaging us stating they haven’t received their order when tracking information states otherwise. The Amazon customer has always been great with little issues, but we are getting such a disproportionate amount of these messages.
Has anyone else noticed this?
Large increase of customers claiming non-receipt of orders
Hi we have sold on amazon for many years, Amazon is only a very small part of our sales but recently we have noticed a large increase of customers messaging us stating they haven’t received their order when tracking information states otherwise. The Amazon customer has always been great with little issues, but we are getting such a disproportionate amount of these messages.
Has anyone else noticed this?
15 replies
Seller_DROodOAYHftnc
Just look through all the posts on this forum and you will have your answer !
Sadly, few will be genuine - the buying public (some of them) know how to play the Amazon system and get a refund and the item.
To clarify, I am not saying the majority of Amazon customers are dishonest, as in nearly 13 years of selling on here I have had only 2 INRs that have raised my suspicions, the rest, probably only 9 or 10 at the most in all the time I have been selling, have been genuine.
It maybe also depends in part on what you sell.
Seller_wEawgDwONUidA
We are getting the same, they even open A-Z claims and are granted a refund and then we have to fight with Amazon to get our money back because they have actually received the item - Amazon have the tracking details.
Amazon then take weeks and weeks to actually get back to you on it, but take 1 day max to grant a fake A-Z claim.
It’s disgusting!
Seller_5mLDKnKu2zhvV
If you’re using Royal Mail’s 2D barcode as tracking, Amazon are sending customers emails telling them their delivery has been delayed when that tracking shows the order has been delivered. We’ve stopped uploading 2D tracking and the issue stopped, almost immediately.
I like to believe people are mostly honest, so I think some of it is just that people get an email from Amazon as below, and they react to that by emailing the seller via the link in the email, because it’s easier than checking the order, especially if they shop regularly on Amazon.
We raised a case about these emails with SS in March and the replies were as usual nonsensical and useless.
The screenshot below was sent to us by the customer on 14 February. The package was delivered on 7 February:
https://www.royalmail.com/track-your-item#/tracking-results/32007928800008F956DFA
Seller_bhSWqoVh7Pn98
If you do not use RM Tracked 24/48 (or another approved service if using a courier), then that is the issue, most probably.
Amazon track delivery dates on all parcels (2D barcoded proof of delivery often do not track by Amazon, even though they show on the RM website). If not on Amazons system as being delivered within the estimated delivery date (even if already delivered), Amazon are now emailing the Buyer saying there has been a delay in the delivery and then then specify a new delivery date.
The date is made up by Amazon, not coming from RM or courier.
So, if the Buyer has sent to say a relative, work address etc, they will assume AMAZON is correct and the item has not arrived and is late, so chase to see where it is.
If to their address and they want to ‘take advantage’ even though they know it has arrived, but Amazon saying not delivered, then they will win a claim.
Only way around it is Buy Shipping, or use Tracked + Signed For (Tracked though is usually good enough, as then Amazon do not send the email saying its late)
2D barcoded will not usually win an A-Z Claim, unless you can nag RM to then email you to say delivered with GPS tracking or a postman/woman statement.
Basically Amazon want you to use Amazon shipping so they get more money, or RM Tracked 48 service as a minimum.
Seller_ZPjajjMXjCNQH
because people are aware onow that amazon refunds without question if the wind is blowing the wrong way
Seller_xUKHc5xSYJmI4
GPS handheld terminal records the day, date and time also the location. I would suggest you contact Royal Mail. Royal mail scans the 2D barcode on the package before handing the parcel to the customer or pushing through the letterbox if it fits, just like a tracked item and no signature required. Royal Mail introduced this process suspect due to improving delivery performance.
Seller_h4PjQAbLrqCt7
Thanks for the comments, we used to get issue like on eBay all the time but since eBay closed over a million accounts in the UK it seems to have got better. Possibly these customers are now on Amazon which is concerning as Amazon support for sellers is basically zero.
We always reply to the customer stating we will get the GPS coordinates of the scan and notify amazon of a non receipt on the customers account. Funny enough when you mention contacting Amazon they never seem to reply back, i think Amazon need a report customer tool like ebay.
It will be interesting to see how amazon deals with this issue.
Seller_ob3krh8aCJbNF
We also found a lot of this happening and our courier Myhermes now take a photo if its left safe and also include the GPS tracking proving the parcel was left .
Amazon will generally accept this as proof and not refund an A-Z claim.
Seller_DQfkgZNWeH1xJ
For me this is par for the course of AZ and eBay. Too many people know how to play the INR game now (there are even forums on how to get free stuff from eBay and Amazon). It does take a certain kind of scum to do what they do i.e. get free stuff by fraud. However I do believe the majority of customers sometimes do have genuine issues like non-deliveries etc.
Playing Devils advocate i can see where AZ and eBay are going by trying to push proper tracked/signed for postage over untracked and 2D barcodes but the flip-side of this is that the customer hates paying postage. In my scenario i sell a phone case for £5.99 with free 2nd class post but AZ & Bay want us to use tracked which is around £3.00 - who’s going to pay for that service? It’s impossible to offer free postage, and thus I have to take the hit of an unscrupulous INR. I can’t believe that RM can lose so much mail that I have to send out 5 or 6 replacements or refunds every month. The way i judge it is that if a customers claims INR I will offer a replacement straight away, if they refuse this and request a refund instead then i sway towards a scam. Why would you not want a replacement sent???
Yup…for me…just gotta suck it up buttercup!
Seller_DQfkgZNWeH1xJ
yeh…when i first started here the messages were like “Im ever so sorry to trouble you but…”, and now over the years it’s more like “still waiting”, “ordered 2 days ago, nothing yet”, “where’s my case…you suck”. Oh how times have changed! 
