TRACKED AND DELIVERED - AMAZON TELLING ME TO REFUND £430!!!
Can I get some advice out there?
I have just delivered an expensive Laptop £430's worth to a customer via DPD 24 HR Tracked. DPD was given the customers mobile details so they could confirm their one hour timeslot for delivery.
DPD on the day of delivery at 8am text the customer to say that their parcel was being delivered between 1-2pm today and if you are not in to re schedule when in or can they approve collection from a drop shop.
The customer did not respond to text. DPD proceeded to deliver parcel. However customer was not in, so they left it in their porch, a porch that was closed off with a solid wooden front door with no glass so no one could see parcel. The customer also clearly has a ring door bell with a sign to ring. So I assume the driver also rang the ring door bell. DPD obviously decided this was safe to leave as had clear security and was hidden in a closed porch, with a security door bell.
Customer later emailed me to say that when they got home parcel was missing and had been stolen. They said because they did not sign for it they wanted a full refund! I said if it had been stolen from your property then check your ring door bell and if proof of theft to contact Police and go through their insurance. They then came back and said the ring door bell does not work even though they have a clear sticker saying ring door bell!
I smell a rat! I did all I could do, track with DPD, clear picture showing delivery. This is potentially a very easy theft !!
Amazon have emailed me saying I have to refund, however when I phone customer service they say refuse refund . They said he will open an A-Z which customer service say he will most probably win, but I can open a Safety claim and I will get my money back.
Somehow I don't believe customer service they always seem to say what we want to hear?
Any advise, anyone else had this issue and what were the results!
Many thanks for any help
Regards
Danny
TradeRenew
TRACKED AND DELIVERED - AMAZON TELLING ME TO REFUND £430!!!
Can I get some advice out there?
I have just delivered an expensive Laptop £430's worth to a customer via DPD 24 HR Tracked. DPD was given the customers mobile details so they could confirm their one hour timeslot for delivery.
DPD on the day of delivery at 8am text the customer to say that their parcel was being delivered between 1-2pm today and if you are not in to re schedule when in or can they approve collection from a drop shop.
The customer did not respond to text. DPD proceeded to deliver parcel. However customer was not in, so they left it in their porch, a porch that was closed off with a solid wooden front door with no glass so no one could see parcel. The customer also clearly has a ring door bell with a sign to ring. So I assume the driver also rang the ring door bell. DPD obviously decided this was safe to leave as had clear security and was hidden in a closed porch, with a security door bell.
Customer later emailed me to say that when they got home parcel was missing and had been stolen. They said because they did not sign for it they wanted a full refund! I said if it had been stolen from your property then check your ring door bell and if proof of theft to contact Police and go through their insurance. They then came back and said the ring door bell does not work even though they have a clear sticker saying ring door bell!
I smell a rat! I did all I could do, track with DPD, clear picture showing delivery. This is potentially a very easy theft !!
Amazon have emailed me saying I have to refund, however when I phone customer service they say refuse refund . They said he will open an A-Z which customer service say he will most probably win, but I can open a Safety claim and I will get my money back.
Somehow I don't believe customer service they always seem to say what we want to hear?
Any advise, anyone else had this issue and what were the results!
Many thanks for any help
Regards
Danny
TradeRenew
22 replies
Seller_ZQyopdiwkUHOZ
I was under the impression that an order isn't eligible for a Safe-T Claim if it had an A-to-Z claim awarded for it.
The first moment there was a dispute for an item of this value, I would have been straight on to DPD to get their side of things.
It's up to you as to whether you think your account metrics can tank the order defect if you lose the Claim. As for the money, I'd say that depends on the info you get back from DPD. If they left it there without being instructed to, I would have thought your dispute was with them. If they were instructed by the Buyer, then you can add that information to the A-to-Z/your appeal, and if you still lose, could look in to taking Amazon to small claims court.
Seller_zKEt2RiaID5EU
Hi Trade,
Thats absolutely disgusting, and I hate people like this!
Personally id go after DPD, im assuming you didnt put extended liability on this? if not then you would be entitled to atleast £100 as DPD are not actually allowed to leave in a safe place unless explicitly ordered from the customer (if he has the app and setting are that they are allowed to) this happened to me not long ago, a bit of to and from from DPD claims but you will get it eventually and at least thats something back on the cost.
Seller_mS10UjVYuuGor
Several things going on here.
If you refuse the refund an A to Z may be opened but also may not, if the customer is just trying it on they maybe put off at that stage.
Secondly was it sent signed for with DPD? Is so you may have a claim against them for leaving it without a signature. Even starting that process might get you some further evidence e.g a written statement from the driver saying they spoke to the customer via the smart doorbell and were told by the customer to leave it in the porch.
Seller_pEXz19pDzWCEo
DPD aren't allowed to leave parcels at the door unless specified by the customer. We're currently having a claim go through with them for a similar thing, though of much lower value. We currently use DPD local, who we've recently been told only offer £12/per kilo of compensation which is completely inadequate for what we sell. This level of compensation isn't widely known, so be aware. DPD Red is £100.00 btw.
Seller_gZRzAMEozGzBt
For expensive items you must use signed delivery and insured option. Do not save money on courier. Courier must give expensive parcels in hands of customer
Seller_lncJ33ORWEySW
Be very careful. A lot of dishonest Amazon customers are aware that by opening an A-Z claim, they can prevent you from being able to make a T-Safe claim.
We recently had an instance where a customer opened an A-Z claim saying part was broken only for Amazon to close it, telling the customer to return the part. The customer returned a very old used part he had had for around a year, not the part we had supplied, and we could do nothing as the customer had opened an A-Z which prevents any future T-Safe claim.
As Amazon had closed the A-Z they claimed there was nothing to defend. Another example of Amazon policy failure.
We are currently creating a case to file.
Seller_29AF2b8VJNr8z
I don’t hold much hope for you in this situation as Amazon will probably insist on a signature but in these situations I would send your customer something like this:
Customer name/ address
Date:
Amazon Order ID:
Parcel barcode:
Dear
Thank you for informing us that you have not received your parcel. We have made enquiries with our courier and can advise you that the parcel was left in the house on (ADD DATE).
If you have still not received the parcel it is important that you complete, sign and return this declaration within the next 7 days.
If we do not receive a reply, we will assume that you have received the parcel.
DECLARATION
I wish to deny receipt of the parcel detailed above I can confirm that I have checked with those within my household & neighbours who may have signed or received the goods & the parcel has not been received.
I will inform you immediately if it arrives.
I agree to co-operate with Evri, Loss Prevention &/ or the Police in the event of any investigation into the missing items.
I confirm this declaration is true & accurate in all respects.
I understand by making a false statement could lead to prosecution.
Signed
This usually does the trick. Obviously change the delivery company name to whoever you want. In most cases the customer miraculously finds the parcel.
Seller_nwzeDMUDF215f
I can understand your situation. I soooo worried that this may happen to me with an expensive item. Amz do not take the sellers side unless threatened, Take them to court because did deliver it! Disgusting as usual. Does anyone here ever have anything good to say about AMZ.
I have just received an order for £55, and the order comes with clear instructions to leave the parcel behind the bins!!! I am really worried now.
Seller_vNGUliyBfm8re
if your DPD contract says the item was 'safe to leave' then your fight is with Amazon/the buyer, if not then file a DPD claim.
I'd file a action fraud and send the buyer the crime reference number. is the address closeby enough for you to visit and canvas yourself for cctv footage?
and if you have to take the fight with Amazon then its A to Z appeal you'll have to try to win as they will side with buyer and issue the refund. I agree don't refund and tell the buyer you need time to investigate and working with his local police force to discuss best steps forward.
Seller_HB2MC8FR8Gmz5
Sorry I am late to this discussion, I have just seen.
Have you contacted DPD customer service and raised an complaint? (Whenever a customer says not recived this shoudl be the 1st step). The buyer has stated it has been stolen, so use that fact from the customer when raisng the comaplaint. DPD will quite rightly defend themselves, and if you ask nicely they will share the details with you. DPD will instigate a enquiry and this will involve them speaking to the driver who will then confirm if contact was made at the doorstep. If the driver delivered without contact then you may need to ask DPD to compensate. But even then, personally I would still follow up with the buyer. If appropriate share with Amazon and the buyer, it often puts the buyer off, but not always. Then ask the buyer if they have reported the crime to the Police, and ask for the Crime Reference number, tell them you will do nothing until you have the crime reference number. Again it puts many fraudsters off. If they have not or seem unwilling to then tell them you will report it to the Police and Action Fraud. If they are really bold you may need to go further including going to the small claims court.
Do you have a record of the serial number at all? It would be useful to any investigation and you may even have a supplier who has a process to record sereial numbers as part of product activation. Some Laptops manufacturers have activation processes which may link the serial number as part of activation of software.
As for SAFE-T claim, it would only cover half of the value of the laptop at most.
I sell high value items often and I now have proceedures to record all serial numbers, recored all items being packed and all returns being opened. I simply maintian a spreadsheet of all order details and serial numbers. I also have a Logitec 920 webcam set up above my packing area and record all packing etc. I always show the serail number to the camera as part of the process. It has been extremely useful in preventing fraudsters.
But to be honest its is about time that Amazon started treating sellers as well as it treats it buyers as too many buyers abuse that great customer service and commit fraud or theft at the expense of sellers. It will be the death of Amazon.
I know my reply is not entirely on topic, but I felt people reading this might like to deploy some of my tactics. I have two cases in progress at the moment where buyers say items were received with missing parts yet they were factory sealed. But hopefully my process is stong enough to support my case and it is my intention to go to the small claims court if necessary. It is about time all sellers started acting robustly to deter this type of behaviour.
I have been thinking about creating a website to share detail of Amazon scamsters, fraudsters and other bad actors. If anyone thinks its a good idea let me know.
