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
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
0 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!!
