Return lost help
Hi all.
I’m reaching out for some advice regarding a customer return.
The customer returned an item via Evri. The tracking shows the parcel was "delivered" with a photo of multiple parcels left outside in a public, unsecured location at the opposite side of our building. Despite asking around, the item hasn’t been found.
Amazon Support advised that I need to refund the customer and file a claim with the carrier, but since Evri doesn’t cover the value of high-ticket items like this one, I’d be significantly out of pocket if I issued a refund.
Has anyone dealt with a similar situation? What steps did you take to avoid absorbing the full loss in such cases? Is there any Amazon-specific protection I can look into, or should I escalate this case in a different way?
Any advice or insights would be greatly appreciated!
Thanks in advance for your help!
Return lost help
Hi all.
I’m reaching out for some advice regarding a customer return.
The customer returned an item via Evri. The tracking shows the parcel was "delivered" with a photo of multiple parcels left outside in a public, unsecured location at the opposite side of our building. Despite asking around, the item hasn’t been found.
Amazon Support advised that I need to refund the customer and file a claim with the carrier, but since Evri doesn’t cover the value of high-ticket items like this one, I’d be significantly out of pocket if I issued a refund.
Has anyone dealt with a similar situation? What steps did you take to avoid absorbing the full loss in such cases? Is there any Amazon-specific protection I can look into, or should I escalate this case in a different way?
Any advice or insights would be greatly appreciated!
Thanks in advance for your help!
6 replies
Seller_zKEt2RiaID5EU
Hi Pixel,
Unfortunately for you, even if you dispute this delivery and dont refund the customer, they will most likely open up and win an A-Z claim and get the refund anyway (assuming this is MFN)
Due to using a courier such as Evri, which i believe only has compensation up to 25 pounds then that im afraid is all you will be compensated.
FYI Royal Mail has £150.00 compensation for high value items for any future returns you may possibly have.
We have dealt with issues like this before, and the above has happened. Sometimes, we have one back the A-Z claim, but quite rarely, seeing as they have a tracking number and photo at residence.
Seller_mS10UjVYuuGor
If there is tracking showing the parcel has been scanned into the Evri system, let alone delivered, it'll be an open and shut A to Z in favour of the customer.
Sellers don't get the buyer style protection of 'There is enough evidence that the item was delivered but the seller has not received their return'.
Seller_n3dAFLQzphz5R
I already refunded customer as I understand it's not customers fault, and I cannot afford A-Z claims. I am still new. It was automatically accepted. £885 product lost and at best i will get is £25!
Buyer returned because wrong item purchased, and now i am out of pocket including sending it to customer, insured.
How do I protect myself? Evri is known to leave products outside
Seller_n3dAFLQzphz5R
It was automatically accepted and the label provided by Amazon. We had no say in it, and I am trying to change this option but can't find an option to make changes.
