A-Z claim for item not collected?
Hi,
Just asking as we very rarely have A-Zs opened against us. Basically Parcelforce has delivered the customer’s parcel to their local post office (which I reiterated to the customer) as they weren’t home at the time and then I heard nothing back so assumed they’d collected it. Today I have received notification of an A-Z claim (gives no details) and I can only guess they haven’t bothered to go get it so blaming me for INR? Is there anything I can do or will Amazon as usual side with the customer and I just have to suck up this one and lose out? 
A-Z claim for item not collected?
Hi,
Just asking as we very rarely have A-Zs opened against us. Basically Parcelforce has delivered the customer’s parcel to their local post office (which I reiterated to the customer) as they weren’t home at the time and then I heard nothing back so assumed they’d collected it. Today I have received notification of an A-Z claim (gives no details) and I can only guess they haven’t bothered to go get it so blaming me for INR? Is there anything I can do or will Amazon as usual side with the customer and I just have to suck up this one and lose out?
29 replies
Seller_NoMNQDGnEW5Bx
Have you checked the tracking as its a known scam to then go and collect it after the refund has been issued?
Seller_DTufFoxJuMU0M
Common scam, you will loose the A-Z because you can’t prove delivery, when customer has their money back theyll go collect it.
Seller_B4VbHpnDLDLAU
In the past I have defended these, but also had reports of people loosing the a-z
Could you phone the post office, explain what’s happend and you think it’s fraud and could they please put it as a RTS
Seller_EiBt5cJvFAqmA
Thanks everyone. Amazon have already granted the refund but say this one doesn’t affect my ODR. I’ve always had my Parcelforce items returned to me eventually (depends if the customer gets there first). I know this happens to lots of sellers. It just grinds my gears.
Seller_Iti0OkAyMPN7I
A friend of mine recently had a ParcelFARCE delivery, they delivered that to the post office - 500 yards from his house but there is a corner between them, that made his address undeliverable !!!
Seller_8OkZlQ4FdqRPW
I have also had this with Parcel Force but the delivery address is a post office. How does that work?
The tracking shows a picture of the items on a doorstep but then says taken to Post Office for collection by customer.
Seller_xUKHc5xSYJmI4
According to Parcelforce website
Redelivery scheduled
We will always attempt redelivery of a parcel twice, with the second attempt being the following working day (unless otherwise stated on the card left by our driver).
If redelivery has been rearranged by the recipient this scan may appear on the website.
Please be aware that if you have arranged for a redelivery it is not guaranteed to be attempted the next working day. It may take longer for the delivery to take place, especially if the item was previously held at a post office.
It always puzzles me why someone would want to raise an A-Z claim when the courier has attempted to deliver the order and the customer wasnt in to accept the order. Instructions what to do in this event is usually on the card left. Also since the order was dispatched on a tracked service there are also options to check online. I see that you have already communicated with the buyer asking them to either collect or consider rescheduling deliver which is on the card lefft by the courier. The issue now is the buyer will no doubt be refunded and also receive the order? The option the seller has is to appeal the A-Z claim.
Seller_Gtfg5JoP0ZbUA
Why is is that none of the amazon people come on these threads and explain how it’s ok for customers to do this. They are incredibly helpful on most other things but it’s like they want to ignore that this happens?
Seller_2MDS66zdjPMUU
We usually write recorded delivery to the customer. We advise them that they failed to collect the item and not to collect it because it will be returned to us by the delivery centre. We ask them to note that because the item has been refunded the item remains our property and to collect it after a refund may be considered buyer abuse and affect their account standing. Requesting a refund and then taking delivery is against Amazon policy and the law.
We also say that if they have collected the item they must return it in the condition sent at their cost or if they wish to keep it, to order it again and we will not send it. Hopefully no need to send an additional letter before action.
Hope this helps.
Seller_FGrlSKDjwty1z
We use Parcelforce - get PF customer services to arrange a return to sender quickly. The customer may collect after you lose the A-Z which you surely will. But…we had this happen if the customer collects the item they will have to sign for it. Once they do you appeal the case and provide the proof of delivery via Parcelforce - technically its now delivered. We then had a decision reversed and the funds put back in our account. From memory it affected our metrics but the money was returned to us. The customer won the A-Z at around 8.45am and then collected at 9.00am two days later we proved the item as signed for and got the money back - whoop whoop.
