Customer says item not received
Hi can anyone please assist, i have a buyer claiming that he didnt received the package i sent him but the Canada post tracking has a photo proof that it was delivered infront of their door. what should be the next step in this situation. it was an fbm order.
Customer says item not received
Hi can anyone please assist, i have a buyer claiming that he didnt received the package i sent him but the Canada post tracking has a photo proof that it was delivered infront of their door. what should be the next step in this situation. it was an fbm order.
4 replies
Seller_7LrAV0m5llaI7
You would send the customer the photo confirmation of delivery.
If it turns out it isn't their door, then you file a claim with Canada post and refund your customer.
Seller_1idNlTUpfKbZW
If a customer claims they didn’t receive a lower-value item , even after seeing delivery proof if there's no signature, it’s usually best to refund them and then follow up with Canada Post. Trying to fight it risks both losing the money and taking a hit to our Order Defect Rate (ODR)—and it’s just not worth it.
For orders over $80 (it may be more or less for you, that's just where we choose to typically draw the line), it’s smart to add a signature requirement. The small fee for a signature helps protect us against claims and supports our account health, which is far more valuable than the cost of a refund. Prioritizing this protects our buy box and keeps our account in good standing, which, in the end, is worth every penny.
Seller_Oiwqfqacqs9Uk
quick advice, if you ship with a tracked service, select an option to not leave the package at the door if nobody's home. The courier will then take it to the safe place, a post office or a local store where ID will be checked of the person picking it up.
Jurgen_Amazon
Hello @Seller_7CoGUC2cWYW2r,
Thank you for contacting Amazon Forums, and thank you all for sharing your experiences and advice on this common issue. Here are some additional thoughts to consider:
- Documentation is crucial: Always keep records of tracking information and delivery confirmation. This can be helpful if you need to address concerns with the customer or carrier.
- Value-based shipping policies: Consider implementing signature requirements for higher-value items. Analyze your order data to determine the best threshold for your business.
- Explore secure delivery options: Look into services that allow customers to pick up packages from secure locations. This can help reduce delivery issues.
- Proactive communication: Consider following up with customers after delivery confirmation. This can help address potential concerns early.
- Analyze patterns: Keep track of these incidents to identify any trends that might require adjustments to your shipping or communication strategies.
It's important to balance protecting your business with maintaining positive customer relationships and a healthy seller account. Each situation may require a tailored approach based on the specific circumstances and the value of the item.
What other strategies have sellers found effective in managing delivery disputes while maintaining customer satisfaction? I'd be interested to hear more perspectives on this.
Jurgen
