A-Z Claim after delivery attempt and card to rebook issued
We have sent out an order which was attempted for delivery but failed as the customer was not home (this is a large fireplace valued at £500 so cannot be left in a safe place) The delivery team carded the house so they can rebook the delivery, the customer did not action this therefore the delivery was not reattempted.
The deliver reattempts cost us £50 a time, so after the first delivery attempt the courier contacts the customer via the contact number on the order (in this case was invalid due to missing a digit) and by putting a card with instructions through the door.
On top of this, we also contacted the customer instructing to reschedule the delivery with a date they are available, and to update the contact number so the courier can contact them to arrange the delivery, to which they replied stating they hadn't had a text from the courier (Because the number on the order was invalid!!) We again stated they needed to update the contact number and book the delivery in with the instructions put through the door then an A-Z was filed and refunded in full with an ODR%
I have now cancelled the delivery so the refund is fine to proceed, but how can we be liable for an order defect rate when we and the courier have provided instructions to arrange delivery after the original delivery attempt to the address failed due to the customer not being home?!?
A-Z Claim after delivery attempt and card to rebook issued
We have sent out an order which was attempted for delivery but failed as the customer was not home (this is a large fireplace valued at £500 so cannot be left in a safe place) The delivery team carded the house so they can rebook the delivery, the customer did not action this therefore the delivery was not reattempted.
The deliver reattempts cost us £50 a time, so after the first delivery attempt the courier contacts the customer via the contact number on the order (in this case was invalid due to missing a digit) and by putting a card with instructions through the door.
On top of this, we also contacted the customer instructing to reschedule the delivery with a date they are available, and to update the contact number so the courier can contact them to arrange the delivery, to which they replied stating they hadn't had a text from the courier (Because the number on the order was invalid!!) We again stated they needed to update the contact number and book the delivery in with the instructions put through the door then an A-Z was filed and refunded in full with an ODR%
I have now cancelled the delivery so the refund is fine to proceed, but how can we be liable for an order defect rate when we and the courier have provided instructions to arrange delivery after the original delivery attempt to the address failed due to the customer not being home?!?
26 replies
Seller_s9KNnxjDTYNS4
@Sarah_Amzncan you assist on this? Order ID is 206-6271974-0673130
Seller_mxez2L8QjE6WW
We had the same scenario, albeit for a small amount. Buyer demanded a refund; tracking showed attempted delivery (twice); buyer flatly refused to re-arrange a re-delivery, calling RM thieves. Demanded refund 3 times (on Christmas Day!!). We re-arranged a delivery, notified buyer of delivery date. But again delivery failed as 'no-one at home'. Buyer slaps in an A-Z & 1-star feedback. Basically on-line shoplifting.
Seller_s9KNnxjDTYNS4
@Sarah_Amzn@Roberto_AmazonCan either of you help with this?
Angie_Amazon
Hello @Seller_s9KNnxjDTYNS4,
Thank you for providing all the relevant details of your situation. I have sent it for a re-investigation with the A-Z team.
Please bear in mind that this does not guarantee a different outcome from the original resolution.
I'll keep you posted on any updates.
Regards,
Angie 🪷
Seller_ilgaUEocXXMqs
The customer gave you false information (the number) and refused the delivery which ended up costing you...
and all you're bothered about is a mere ODR defect? mate, take that customer to small claims court. You have a clear cut case here.
Seller_gpjzJh5R6MSF3
This is exactly happened to us as well, multiple orders, 4x RM tried to come to his house to deliver, and never on home to receive, in the end parcel was dropped to post office literally 3 minutes away, buyer refuse to pick up the parcel and open A-Z claim, he won, and now we can only cross our finger he is not going to post office to pick up the parcel for free stuff, this is criminal what he did and Amazon doing absolute nothing, they know being the monopoly platform doesn't care if its hurting small business
