Buyer asking for refund even if tracking number shows it's delivered
Hi Everyone,
I have a buyer that is asking for a full refund saying that the item was not received even if the tracking number shows that it's been delivered.
I want to deny this refund but before that, I checked with Amazon support and they are telling me that if I don't have proof of delivery like a signature from the recipient, I cannot deny the refund.
That doesn't make sense because not all customers would want a signed delivery. Most of my items are merchant-fulfilled via Australia Post and I don't require a signature. I am worried that I'll be penalized if I deny the refund.
Are there any seller protections in this case? Otherwise, if all customers deny receipt of item, I can't survive selling in this platform.
If you have this experience, please let me know how you handled?
KB
7 replies
Seller_4UClVQ6omP32U
Cost of doing business... just refund it.
Seller_R27RaITahaPt5
Busy season issues, most of the time AusPost will deliver to a wrong address, may be contact AusPost with the tracking number and ask for proof of delivery, they usually take a photo of the item when they drop off. Then use that to approve or deny refund.
Seller_ebzOoY64xYNsP
Sell some product with high profit, don't be bothered by this kind of things. With about 10% commission and 10% tax, the cost of product would be a very small part of GMV.
Seller_9rIPW4TJ0gmgi
I've even lost an A to Z claim where I had a signature on delivery but buyer claimed they didn't receive. Amazon sellers have zero protection!
Seller_tsy4DbqVMphU6
Just ask carrier to provide proof of delivery which can be a signature or pictures of delivery address or maybe google maps co-ordinates then show that to Amazon...
Amazon will investigate it.
Seller_qpsRIWYCoJh2q
For higher value items I tend to insure them to cover for this happening when shipping with Aus Post. Amazon Easy Ship offering might also be of benefit.
I suggest running the numbers on your business model and working out if that works for you or if you better off writing off items that have a delivery dispute.
Seller_A5Lj1DEe2RZy4
Get used to it amazon will always side with the customer , even if they signed in blood for the parcel!!
