Amazon telling people items are running late
I realise this has been covered in the suggestions post and many times before but feel it is time the mods picked up on it and something was done.
Customer emails today wanting a refund on a card as its now a week past the EDD and not received.
I check the tracking and it shows as delivered on May 16th
Customer sends me the two messages from Amazon they have received:
Both sent AFTER the item has already been confirmed delivered.
I have done my bit, the order was shipped with Buy Shipping exactly as Amazon wants. But now I have to refund the order, the customer thinks my customer service is shocking because Amazon must be right and I am clearly wrong.
This needs sorting.
@Jessica @Maja_Amazon @Winston_Amazon
Amazon telling people items are running late
I realise this has been covered in the suggestions post and many times before but feel it is time the mods picked up on it and something was done.
Customer emails today wanting a refund on a card as its now a week past the EDD and not received.
I check the tracking and it shows as delivered on May 16th
Customer sends me the two messages from Amazon they have received:
Both sent AFTER the item has already been confirmed delivered.
I have done my bit, the order was shipped with Buy Shipping exactly as Amazon wants. But now I have to refund the order, the customer thinks my customer service is shocking because Amazon must be right and I am clearly wrong.
This needs sorting.
@Jessica @Maja_Amazon @Winston_Amazon
0 replies
Seller_MT8rt0A2OpbCx
Why do you have to refund? If the customer has got it, refunding just because they say they have an email is encouraging bad behaviour/fraud/theft (delete as you think appropriate) There is a chance that they haven’t got it, delivered to the wrong address, neighbours, another family member took delivery and forgot to tell them, etc. so keep any reply empathetic and professional, and blame Amazon, along the lines of “I can see that the card was delivered on 16th May, but Amazon haven’t updated on their system yet. Please accept my apologies on behalf of Amazon. If you can’t find the card, please ask others in your household and neighbours , in case they have it and forgot to tell you.”
Seller_g1bktmuD1S4HJ
I agree, Amazon need to stop encouraging money back. We get this so many times because items are not being scanned by royal fail. I appreciate that sometimes the items may arrive late or not at all, but a customer would contact us if it was genuine. Instead we are getting chancers claiming for goods just because they have been prompted to do so and can get free items at the expense of small sellers.
Seller_VJFloi7Cs0iaR
On a side note, I am really intrigued at how anyone can make any money selling something for £2.10 on Amazon, even more so MFN and packing/shipping yourself?
Seller_FQHkqHJI5SqTh
This is my main objection to buying postage through Amazon or adding any ‘tracking’ to parcels sent by methods that only have delivery confirmation.
I would rather Amazon didn’t know the tracking number and then be prompted to send those e-mails.
And not being able to edit addresses.
Seller_Iti0OkAyMPN7I
I have cases raised which have been escalated saying the Amazon is complicit in customer fraud as they do not take into account the tracking we are obliged to provide and fail to check it before telling a customer that it is running late or undelivered.
Seller_sg54Fq7GfBZzn
I agree, we get email after email saying “refund” simply “refund” when we look into it 99 per cent are delivered, you email the customer back and then you never hear from them again.
Royal mail is not 100 per cent scanning items, so if Amazon tell customers “your item is running late, you can have a refund”, then so many do email.
What is worse, is that they all think they can keep the item when it does arrive as “Amazon told them they could”.
We had one last week, demanded a refund on the day the item was due to be delivered, you the next day because your worried about the A to Z.
Then it arrives one day late, you contact the customer who then refuses to return the item, which has been refunded and refuses to have it recharged and says “take it up with amazon they told me it was late I could have a refund”
Its theft, its dishonest to claim a refund and then keep the item knowing you have been refunded.
At the very least Amazons message should state “Your item maybe running late, we advise if it has not arrived to contact the seller for an update. Please note, where refunds are issued for late items and the item arrives, you may have to return the item to the seller as it has no longer been paid for”.
Then allow us to report the bad actors who scam the system.
Its not fair that we have to deal with it as sellers. If I buy an item from amazon and its two days late, can I get a refund ? yes, will I be expected to return the item if it arrives ? your positive I will.
So why are sellers different ?
Seller_TckO6MitEB0TV
I have had a lot more messages saying not received over the last two months and seems to stem from the running late amazon think should show on the orders.
I did have one customer message and say Amazon keep saying “its running late” and shows this on order page but I have it, then requested I stop the emails as annoying them - something I have no control over.
Again Amazon customer customer disatisfaction and encouraging the scammers to say they have not got it - even when LL tracking shows delivered - as Amazon says so
Seller_DPkkpT0pSnnzp
Am wondering if anyone from amazon or the seller forum can assist here, I am having exactly the same issue as you sequin.
I use amazon labels (no choice otherwise I will fail another performance metric…interesting) and it is dispatched the same day as the label print - a few days later i will get a question from buyer where is my order and can i track it, amazon tells me item is delayed.
On both occasions this week where we have advised the customer we will look into it, we found the item was showing as delivered (before the date/time the customer contacted us)
we tell them this, and provide the label number and screen shot of royalmail showing delivered and well…lets just say i haven’t heard back from either of them since!
so… now i am almost convinced that the customers mindset is changed by amazon the minute they send that email advising the item has been delayed"
Now the customer wants to try and pull a fast one by asking if the item was sent trackable or not…
see where i am going here,
Seller_PWUInsTSC54tk
I was reminded of this thread today when a customer claimed none arrival on an item because the app told them it was running late, but they were actually on holiday so were not at home to verify whether it had been delivered or not. (Item small enough for letterbox).
I think this signposting to customers is also shown on orders where courier tracking updates is seemingly not synced with Amazon.
For example some couriers have tracking information on their website but for whatever reason the Amazon app doesn’t seem to pull the tracking updates. So even when the courier tracking says delivered (with various proofs) I think the app still says it’s running late.
Prompting more of what is discussed above.
Seller_19xPhE8YgkmxW
Hello Sequin,
I’m impressed - You quote Despatched 19-20 May 2023 but delivered on 16th May.
Was the delivery window 19-20th specified by Amazon? Have you got your Handling Time set too high?
There have been comments in the past that an item delivered outside the Az window may be considered by Az as not delivered
Hope that helps explain the circumstances?
Brian
