Royal mail tracing issues and A-Z claims
Hi,
We using RM Click and drop and Amazon not updating the tracking info on many cases. This cause VTR issues, false buyer refunds and A-Z claims too.
Receiving VTR emails monthly and upon checking the tracking numbers, most of them has been delivered (scanned by the potman). The problem is that Amazon some reason not updating it so buyers receiving the message 'your parcel probably lost so you can request refund'. I usually send the RM link to them with the delivery details but some of them just open an A-Z claim and get the money back. We recently started appeal against them and so far 4 out of 4 has been granted and not counted against our order defect rate but Amazon still debited the money...
'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
'We have debited the amount from your account but have not counted the claim against your Order Defect Rate.'
Contacted seller support around 8-10 times and the case is open over a year ago.
Anyone experiencing the same or is there any solution?
Thanks!
Royal mail tracing issues and A-Z claims
Hi,
We using RM Click and drop and Amazon not updating the tracking info on many cases. This cause VTR issues, false buyer refunds and A-Z claims too.
Receiving VTR emails monthly and upon checking the tracking numbers, most of them has been delivered (scanned by the potman). The problem is that Amazon some reason not updating it so buyers receiving the message 'your parcel probably lost so you can request refund'. I usually send the RM link to them with the delivery details but some of them just open an A-Z claim and get the money back. We recently started appeal against them and so far 4 out of 4 has been granted and not counted against our order defect rate but Amazon still debited the money...
'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
'We have debited the amount from your account but have not counted the claim against your Order Defect Rate.'
Contacted seller support around 8-10 times and the case is open over a year ago.
Anyone experiencing the same or is there any solution?
Thanks!
7 replies
Seller_ZJhFeE3tNKzfh
Yep, this is all fairly standard practice for amazon if using Royal Mail 24/48 or 1st/2nd Class where there is only a delivery scan. On average, you get a scan on around 80% of parcels. You will be OK for VTR (as amazon state they will validate unscanned parcels) though you will still get the warning notifications and emails.
You will however find a percentage of customers will claim they haven't received their goods when they get those emails. Not a lot you can do as amazon when it goes to A-Z don't accept much in way of proof of postage.
All you can really do is either upgrade to Tracked 48 (cases of lost parcels fall off dramatically) or accept the loses and up your price on amazon to cover the issues. Because unfortunately, amazon ain't changing their minds without intervention from governments.
Seller_ht6uwFKVyviGr
the only way to rectify this issue in my case was buying postage from amazon itself , same price and you can link your royal mail account so you get invoiced by royal mail . since then no more issues plus any neg feedback related to postage is struck off automatically by amazon.
i battled for months with seller support and in the end i had to buy shipping from amazon as they couldn't figure out the issue ( i wonder ).
Seller_FIqb8VEb7UAcZ
Yes exactly the same here. they have no reason to help as they gain when you buy Amazon postage. Just what they want to happen.
Seller_gfSH6nNx5ZqUq
We suffered the same issues you were having for years with RM 48 so we moved over to the more expensive RM Tracked 48 after being told that we wouldn't have any issue again with false claims. How wrong that advice was.
Two weeks ago we had our first A-Z using the more expensive system with the buyer claiming non delivery even although the tracking said delivered and she agreed that the door in the photo where the package had been put through was hers. She won the A-Z, Amazon stated in the A-Z that they could see it was delivered but they were still refunding the buyer from my account.
So the moral of my story is that Amazon will never accept any form of tracking, signatures, photographic proof etc etc if the customer says they did not receive it. Sellers have no support from Amazon. We might as well save ourselves money and send everything with stamps.
To end this story I have now been issued with a violation for threatening the buyer simply because I presented her with the facts that delivery was made. Amazon is judge and jury and after many years of me having a good selling profile on Amazon I have zero faith in them. I cannot wait until I retire from selling with this gigantic and powerful company.
