Using Royal Mail 24/48 with Delivery Confirmation — A-Z Guarantee Claim Outcome?
Hi everyone,
I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).
My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?
Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?
Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.
Thanks in advance for any advice!
17 replies
Seller_ZJhFeE3tNKzfh
you would almost certainly loose any A-Z claim if all you have is a delivery scan from Royal Mail 24/48.
Amazon expect a signature to have any chance of winning an A-Z
Seller_xP044DLiavzY6
to be honest theres a school of thought that says be done with it and use the cheapest postal method possible - as no matter what method you use if they open a AtoZ 99.9999999% amazon will give them YOUR money back
the only positive in using tracked is that it may put off the less savvy buyer from claiming
so in answer to your question it will be a refund - but also if you used tracked it will be a refund
Seller_KlbXZHzQGSDZv
I believe you can add a signature request as an additional optional however even with this people are losing the az claims. As has been stated if its not valued at over £20 (when you bought it) your better of using std 2nd class (or if your in a position that you are sending 5000+ items you can get the 24/48 prices down to similar as the 2bpl)
Seller_9SnkGr1rLS6kU
You have little chance of wining an A-Z claim, whatever the circumstances. Instances of the seller wining such claims over scamming customers are rare indeed.
Seller_DfMOm9tgJKAex
the only real way to win that I have found is to get the delivery photos and send the to the buyer and get them to admit receipt, in all but 1 case the A-Z has been dismissed in my favour that way
Seller_iUcF35YSDwxDs
The bigger issue, is that with these, Amazon send an email to the buyer saying the item may be lost and that they can claim a refund!
Seller_mFUQITwSQaBNs
I have had deliveries with photo evidence and GPS Tracking evidence and still they get a refund.
Seller_OM4BK6pjqIuuR
TBH you could have a signature GPS and video of person receiving parcel and youd still lose an AZ. Trying to get them to correct the ODR (if postage purchased thru Amazon) is a task in itself, apart from the useless AI, Amazon dont train staff on Amazon policy
Seller_8pu1BcITpOjUp
Hi, I do feel your pain, I started using these services when I first started selling on Amazon however after one Christmas we got some A-Z claims, so I then went to my local depot and spoke to them as even though they only have delivery confirmation the Royalmail has more information than what you can see on their tracking website, I provided all the information to appeal the A-Z but was told that their original decision wouldn't be changed as it wasn't classed as tracked although they did correct the ODR (to me it is either delivered or not Amazon need to make their mind up). I asked Amazon was constitutes a successfully delivered order but could not get an answer............................its amazing they can tell you want doesn't mean its delivered but can't tell you what is. I now used tracked 24/48hr services only and now have hardly any queries on deliveries. If you cannot get tracked 24/48hr services then when you get a query I would go to the Royalmail website, snip a picture of the delivery confirmation, then snip a copy of the gps co-ordinates, then I normally put them into googlemaps, go to street view and snip a picture of the delivery address then send this to the "customer" and ask them to check with their neighbours, safe places and anyone else in the delivery address, I then put if they still cannot find it and then to let me know, I will then ask Royalmail to do an investigation and tell the "customer" that if Royalmail say it has been delivered and they say not I will report to police as stolen..... that normal gets them to stop and only leaves genuine issues - good luck lol
