ISSUE WITH CUSTOMER SAYING ORDER WAS NOT IN SAFE PLACE
Hi guys. just seeing what your opinions are on this.
we shipped an order out, customer messages us back to say they were not home. it was delivered to a safe place which was pictured in the tracking.
we asked them a question about it and they then put this reply
"You are clearly not reading what I send and you clearly don’t want to resolve this as a seller. I have no time to play silly games with you. Read what I have sent you and read it properly and you will see how I got the picture. This issue falls with you as you have chosen Royal Mail as the courier. If you don’t issue me a refund I will have no alternative but to leave an honest review of how you have failed to resolve this issue for a paying customer. I will also have to repost yours and my email replies so your customers can see what problems they will face trying to resolve the issue with you. Issue my refund now please as I haven’t got my items and I have done nothing but comply with you"
instantly from experience it looks like they are trying to have us over on this because you dont just do that . so the item has been delivered but i dont know what to do for the best. i think they have just decided to say they dont have it as they know they could easily get something for free.
interested on some thoughts
ISSUE WITH CUSTOMER SAYING ORDER WAS NOT IN SAFE PLACE
Hi guys. just seeing what your opinions are on this.
we shipped an order out, customer messages us back to say they were not home. it was delivered to a safe place which was pictured in the tracking.
we asked them a question about it and they then put this reply
"You are clearly not reading what I send and you clearly don’t want to resolve this as a seller. I have no time to play silly games with you. Read what I have sent you and read it properly and you will see how I got the picture. This issue falls with you as you have chosen Royal Mail as the courier. If you don’t issue me a refund I will have no alternative but to leave an honest review of how you have failed to resolve this issue for a paying customer. I will also have to repost yours and my email replies so your customers can see what problems they will face trying to resolve the issue with you. Issue my refund now please as I haven’t got my items and I have done nothing but comply with you"
instantly from experience it looks like they are trying to have us over on this because you dont just do that . so the item has been delivered but i dont know what to do for the best. i think they have just decided to say they dont have it as they know they could easily get something for free.
interested on some thoughts
0 replies
Seller_k2X0L9mVRT0pW
Apart from anything else I would report their reply to Amazon as blackmail.
Seller_d8YGbIjNqwFxn
If they take it to an A-Z Amazon will not defend you and will find you liable and deduct the funds from your account. They may not count it against your ODR as you have tracking showing it was delivered.
You can try putting a claim in with Royal Mail if you believe the safe place wasn't safe. For example put on the doorstep in full view of the road. If the customer asked for it to be put in that safe place though you won't get anywhere with Royal Mail
It is extremely likely the customer is trying it on to get a freebie but there is an outside chance it was stolen from the safe place. Also ask them to check any other household members, sometimes they can pick up the parcel and do not tell the recipient.
Seller_ZQyopdiwkUHOZ
If your order defect rate can take an A-to-Z going against you, I would definitely not give in. There's no guarantee they'll make a claim. if they do, it's not certain it will go against you. If it does go against you, so long as you added the tracking details correctly when shipping you shouldn't get the order defect applied. If the defect is applied, in theory you can get it removed.
Going purely by the messages you've shown us, this person should not have this behaviour rewarded.
If they do get a refund, either through a claim or because you decide to give one, then you should definitely claim through Royal Mail. This type of thing is only possible because of their absurd safe place policy and they need to feel the pain for having it when it causes their customers problems.
