what to do when a customer claims non delivery but i have proof of delivery buy shipping
Hi, everyone,
I really appreciate any advice you can offer. I’m facing a situation where a customer claims they haven't received an item, even though I have the proof of delivery. The customer is now asking for a refund.
How would you deal with this kind of situation? I’d love to hear what’s worked for you and if there's a best practice to follow in this case.
Thanks in advance.
what to do when a customer claims non delivery but i have proof of delivery buy shipping
Hi, everyone,
I really appreciate any advice you can offer. I’m facing a situation where a customer claims they haven't received an item, even though I have the proof of delivery. The customer is now asking for a refund.
How would you deal with this kind of situation? I’d love to hear what’s worked for you and if there's a best practice to follow in this case.
Thanks in advance.
0 replies
Seller_ZJhFeE3tNKzfh
you can believe them and refund them or simply state the delivery shows it was delivered.
There is chance though they will open an A-Z claim. In general Amazon will need at least a signed for service for you to win an A-Z claim. Though if you used buy shipping it shouldn’t impact your order defect rate.
Seller_ZVAz3d5lZuGid
" I have the proof of delivery."
What proof do you have ? - photo, GPS co-ordinates, signature ? -Reply politely saying that according to the evidence you have that the item has been delivered, and send them anything you have as proof. It might be someone who knows how to play the system, or be genuine, but never refund immediately until you have heard from them.
"is there a way of being reimbursed by amazon?" - if the carrier that you used says it has been delivered then no, Amazon will not refund you, you need to claim from the carrier you used.
Seller_3wcNK0vTzogVi
I use the template below and 99% of the time it works, I'm guessing the other 1% are genuinely not recieved. If they do open an A-Z as I bought the postage through amazon, on appeal the defect is removed so I'm still only out the refund amount which I'd have been on the hook for anyway if I'd just refunded.
I've found the more detail you add the better the result and by adding a name for the investigator it makes it sound more real and less like a computer generated reply.
---------------
Hi [CUSTOMER NAME]
My name is David and I'm investigating your non delivery claim, you don't need to worry as all packages are scanned on delivery with an exact GPS location, so you're fully protected by Amazon's delivery guarantee. Your order was posted [INSERT DATE AND TIME POSTED] and delivered to [INSERT CUSTOMERS ADDRESS] at [TIME] on the [DATE]
Although the AI generated status on the Amazon app doesn't always update or shows incorrect information this has no impact on the actual delivery. I've included the package details held by Amazon below.
Regards
David
Facilitator: Amazon UK
Carrier: ROYAL_MAIL
Shipping Date: [DATE AND TIME SHIPPED]
Tracking Number: [TRACKING NUMBER]
Delivery Date: [DATE AND TIME DELIVERED]
Delivery Location: [CUSTOMER ADDRESS]
GPS Proof of Delivery: [GPS CORDINATES OF DELIVERY]
Seller_9142Dj5WApWFI
The customer has probably received the bot email from Amazon which says that the parcel hasn't been delivered...Request a refund. Or it will say that it will be delivered next week? (how does it know??)
Just send the link to the Royal Mail tracking page saying this it has been delivered. Tell the customer to check around the property including hidden places, neighbours and with other household members. If no luck, it may have been taken back to the Delivery Office. Contact customer care quoting your tracking number.
You don't normally hear anything after that.
Seller_RoMp2zgveUF63
Proof of “buy shipping” who are buy shipping?
Who is the courier was it tracked, was it tracked signed, do you have gps or photo
Seller_bzRkeDMMsE3Is
I had no messages for a few weeks claiming non-delivery with 'Amazon told us our package may be lost' so I thought maybe Amazon had finally got their act together and sorted the problem between Royal Mail standard delivery and the Amazon bots, but then in the last 2 weeks I have had more than 20 messages, all with the same 'Amazon told us the item may be lost', and all but 1 have been scanned by Royal Mail as delivered, so I assume that Amazon is contacting 100% of the Royal Mail standard delivery customers with the item may be lost, yet again. So annoying and more time-consuming than all the other jobs put together.
