what is the point of paying more for a tracked service?
I have started to pay for more a fully tracked service with Royal Mail vs their RM 24 which they can track but often don't bother. However despite 'proof of postage' with a photo etc the customer can still claim non-delivery with an A-Z claim and Amazon grant their claim. Am I missing something? So I pay more for a fully tracked service so i can prove delivery has been made, and yet the customer can still claim non-delivery and amazon will agree with the customer (as always). Feels like I don't have a chance here. Basically it seems to be whatever post service you purchase, even if I hand-delivered the parcel myself, if the customer denies receiving it they will get a refund and i will get charged. Unbelievable. and i assume there is no way Royal Mail will refund because they can show it has been delivered. I give up
what is the point of paying more for a tracked service?
I have started to pay for more a fully tracked service with Royal Mail vs their RM 24 which they can track but often don't bother. However despite 'proof of postage' with a photo etc the customer can still claim non-delivery with an A-Z claim and Amazon grant their claim. Am I missing something? So I pay more for a fully tracked service so i can prove delivery has been made, and yet the customer can still claim non-delivery and amazon will agree with the customer (as always). Feels like I don't have a chance here. Basically it seems to be whatever post service you purchase, even if I hand-delivered the parcel myself, if the customer denies receiving it they will get a refund and i will get charged. Unbelievable. and i assume there is no way Royal Mail will refund because they can show it has been delivered. I give up
17 replies
Seller_ZJhFeE3tNKzfh
Yep, essentially, A-Z team expect a signature. If no signature, no chance.
That goes against the actual policy which states the below...
"If it is unclear if an item has been delivered (for example, if we cannot establish via other tracking information that the item was delivered to the exact customer address), a customer’s Claim is more likely to be granted, which is why signature delivery is helpful"
GPS and Photos would seem to fit the bill of 'other tracking information' but no, A-Z team have got it in their skulls that its signature or nothing.
I certainly wouldn't suggest you look back over all your orders from Amazon themselves to see how many took a signature.
Seller_dl5O35GVF6pBt
Ive lost A-Z with tracked 24 signature, GPS & a photo.
The only thing with tracked is even with a signature you get a photo. It can help . I had one the other day claimed INR the photo was of a person standing in back ground with feet door open, and upon bit research on google maps his was the only front door with a distinct feature which was included in the photo. He agreed someone took it and forgot to tell him, but because it was delivered late he wanted a pre paid return label to send it back. So pee outside when windy and all that...........
Seller_PAoOCZ5pKszVP
If anyone from Amazon is reading this PLEASE can you stop sending customers messages about non-delivery because Royal Mail tracking says that. 9 times out of 10 it has in fact been delivered but RM just don't bother scanning it on delivery for some reason.
As a customer why do i need you to tell me this anyway? I think I would know if my parcel has not been delivered, these messagers have no value. They are causing huge problems:
1. either they encourage scammers to claim non-delivery when they have in fact had delivery, which is happening a lot (I can tell because they tend to claim 2 or 3 weeks after delivery date)
2. or customers are contacting me complaining about amazon sending them messages all the time about non-delivery when they have had delivery. they want amazon to stop but i cannot help
this 1 change would be SO HELPFUL, please AMAZON listen to your sellers. If anyone knows how to contact the Amazon team here can you please forward on this ask to them?
Many thanks
Seller_DfMOm9tgJKAex
Firstly, I get many less claims when fully tracked.. when I sent 2nd class I had many more claims as people assumed there was no tracking
secondly, 80% of the people that do claim non receipt, come back and say 'some one else Brought it in and didn't say' when they are challenged with the proof, and you state you are willing to open an investigation with Royal Mail, and once started any decision on legal action wold be in RM's hands.
thirdly, upon providing proof to RM that he item was delivered, even if the customer gets a refund the ODR is not impacted, so there is less risk of account issues compered to untracked
Seller_gfSH6nNx5ZqUq
I'm going through exactly the same thing myself. I went for years just using Royal Mail 48 and was assured that Tracked 48 was the way to go so costing a fortune I still thought that it would save me the frustration of dealing with fraudster customers making false claims but no Amazon still refund the customer even although the say in the A-Z that they can see it was delivered but we are still refunding the buyer from your account. What is the point. I have a good mind to take Amazon to court for taking my money when I can prove delivery and the customer even admitted it was delivered but it must have been stolen she said. It was posted through her letter box. One day I will report these fraudsters to the police.
Seller_29AF2b8VJNr8z
I had a customer a few days ago claiming not to have received their order. He had the order delivered to a safe place which was in his back garden. He then contacted me to say he never received the order. I sent him the picture and he said he had checked there but “everything gets stolen in Fulham”. Why do you then have your packages delivered to a place you know is risky? Of course Amazon granted the claim even though the customer could very easily be lying. Now the customer has ordered the rest of my inventory and I’m not happy to send the order as the same thing could happen again. As sellers we have zero protection from fraudulent claims from Amazon.
Before the claim was opened I contacted Amazon to ask what could be done about this and their answer was to open a SAFE-T claim (I spoke to 3 representatives all told me the same), I attempted to do this however my order wasn’t covered under the policy as the policy doesn’t cover goods not received claims. My next question is how can Amazon employ staff that doesn’t even know the most basic policies?
@Ezra_Amazon
@Julia_Amazon
@Simon_Amazon
