Customer blatantly lying and trying to get a full refund for a high value item, advice needed please
Hi,
I hope everyone is well. I am looking for advice for a situation that I am stuck in please.
I have a customer who bought a perfume worth £240. The delivery was made to the customer on time. I have double checked and it was sent to the correct address too. Royal Mail have a shown a picture on the tracking service of the customer taking it from the delivery driver (hands can be seen exchanging). The parcel is clearly what I sent. However, the customer keeps saying REFUND NOW! because they supposedly have not received it even after showing proof. They have said this is not their house, although google street view shows it clearly is the house in the picture. And now of course the customer knows the trick, and has said, 'fine, I will just go to Amazon directly and get a refund' which will obviously be the A-Z claim which the customer ALWAYS wins.
I do not want to risk the health of my account going down but also do not want to lose out on the money as its not just the profit im losing out on but also the cost of the product which is quite high as I have slim margins.
Do I have any chance of winning the A-Z claim or is it better to just accept defeat to amazon's one sided system and not risk health rating?
thanks everyone
Customer blatantly lying and trying to get a full refund for a high value item, advice needed please
Hi,
I hope everyone is well. I am looking for advice for a situation that I am stuck in please.
I have a customer who bought a perfume worth £240. The delivery was made to the customer on time. I have double checked and it was sent to the correct address too. Royal Mail have a shown a picture on the tracking service of the customer taking it from the delivery driver (hands can be seen exchanging). The parcel is clearly what I sent. However, the customer keeps saying REFUND NOW! because they supposedly have not received it even after showing proof. They have said this is not their house, although google street view shows it clearly is the house in the picture. And now of course the customer knows the trick, and has said, 'fine, I will just go to Amazon directly and get a refund' which will obviously be the A-Z claim which the customer ALWAYS wins.
I do not want to risk the health of my account going down but also do not want to lose out on the money as its not just the profit im losing out on but also the cost of the product which is quite high as I have slim margins.
Do I have any chance of winning the A-Z claim or is it better to just accept defeat to amazon's one sided system and not risk health rating?
thanks everyone
3 replies
Seller_ZJhFeE3tNKzfh
you have a chance of winning, though I’d say it’s slim, especially as amazon now word the a-z appeal process that essentially says a signature is required.
Seller_mS10UjVYuuGor
Did you send it signed for? As above you'll stand a much better chance of winning if there is a signature.
For an item worth £240 omitting the extra £1.50 for a signed for service is a false economy on Amazon.
Roberto_Amazon
Hello! @HIBAYAT
This is Roberto. Thank you for bringing this matter into our attention, I know you posted this a while ago, but I wanted to double-check if you need further support with this matter and see if the situation has changed in the last few days.
Feel free to share the order ID here for review.
Regards,
Customer blatantly lying and trying to get a full refund for a high value item, advice needed please
Hi,
I hope everyone is well. I am looking for advice for a situation that I am stuck in please.
I have a customer who bought a perfume worth £240. The delivery was made to the customer on time. I have double checked and it was sent to the correct address too. Royal Mail have a shown a picture on the tracking service of the customer taking it from the delivery driver (hands can be seen exchanging). The parcel is clearly what I sent. However, the customer keeps saying REFUND NOW! because they supposedly have not received it even after showing proof. They have said this is not their house, although google street view shows it clearly is the house in the picture. And now of course the customer knows the trick, and has said, 'fine, I will just go to Amazon directly and get a refund' which will obviously be the A-Z claim which the customer ALWAYS wins.
I do not want to risk the health of my account going down but also do not want to lose out on the money as its not just the profit im losing out on but also the cost of the product which is quite high as I have slim margins.
Do I have any chance of winning the A-Z claim or is it better to just accept defeat to amazon's one sided system and not risk health rating?
thanks everyone
Customer blatantly lying and trying to get a full refund for a high value item, advice needed please
Hi,
I hope everyone is well. I am looking for advice for a situation that I am stuck in please.
I have a customer who bought a perfume worth £240. The delivery was made to the customer on time. I have double checked and it was sent to the correct address too. Royal Mail have a shown a picture on the tracking service of the customer taking it from the delivery driver (hands can be seen exchanging). The parcel is clearly what I sent. However, the customer keeps saying REFUND NOW! because they supposedly have not received it even after showing proof. They have said this is not their house, although google street view shows it clearly is the house in the picture. And now of course the customer knows the trick, and has said, 'fine, I will just go to Amazon directly and get a refund' which will obviously be the A-Z claim which the customer ALWAYS wins.
I do not want to risk the health of my account going down but also do not want to lose out on the money as its not just the profit im losing out on but also the cost of the product which is quite high as I have slim margins.
Do I have any chance of winning the A-Z claim or is it better to just accept defeat to amazon's one sided system and not risk health rating?
thanks everyone
Customer blatantly lying and trying to get a full refund for a high value item, advice needed please
Hi,
I hope everyone is well. I am looking for advice for a situation that I am stuck in please.
I have a customer who bought a perfume worth £240. The delivery was made to the customer on time. I have double checked and it was sent to the correct address too. Royal Mail have a shown a picture on the tracking service of the customer taking it from the delivery driver (hands can be seen exchanging). The parcel is clearly what I sent. However, the customer keeps saying REFUND NOW! because they supposedly have not received it even after showing proof. They have said this is not their house, although google street view shows it clearly is the house in the picture. And now of course the customer knows the trick, and has said, 'fine, I will just go to Amazon directly and get a refund' which will obviously be the A-Z claim which the customer ALWAYS wins.
I do not want to risk the health of my account going down but also do not want to lose out on the money as its not just the profit im losing out on but also the cost of the product which is quite high as I have slim margins.
Do I have any chance of winning the A-Z claim or is it better to just accept defeat to amazon's one sided system and not risk health rating?
thanks everyone
3 replies
3 replies
Seller_ZJhFeE3tNKzfh
you have a chance of winning, though I’d say it’s slim, especially as amazon now word the a-z appeal process that essentially says a signature is required.
Seller_mS10UjVYuuGor
Did you send it signed for? As above you'll stand a much better chance of winning if there is a signature.
For an item worth £240 omitting the extra £1.50 for a signed for service is a false economy on Amazon.
Roberto_Amazon
Hello! @HIBAYAT
This is Roberto. Thank you for bringing this matter into our attention, I know you posted this a while ago, but I wanted to double-check if you need further support with this matter and see if the situation has changed in the last few days.
Feel free to share the order ID here for review.
Regards,
Seller_ZJhFeE3tNKzfh
you have a chance of winning, though I’d say it’s slim, especially as amazon now word the a-z appeal process that essentially says a signature is required.
Seller_ZJhFeE3tNKzfh
you have a chance of winning, though I’d say it’s slim, especially as amazon now word the a-z appeal process that essentially says a signature is required.
Seller_mS10UjVYuuGor
Did you send it signed for? As above you'll stand a much better chance of winning if there is a signature.
For an item worth £240 omitting the extra £1.50 for a signed for service is a false economy on Amazon.
Seller_mS10UjVYuuGor
Did you send it signed for? As above you'll stand a much better chance of winning if there is a signature.
For an item worth £240 omitting the extra £1.50 for a signed for service is a false economy on Amazon.
Roberto_Amazon
Hello! @HIBAYAT
This is Roberto. Thank you for bringing this matter into our attention, I know you posted this a while ago, but I wanted to double-check if you need further support with this matter and see if the situation has changed in the last few days.
Feel free to share the order ID here for review.
Regards,
Roberto_Amazon
Hello! @HIBAYAT
This is Roberto. Thank you for bringing this matter into our attention, I know you posted this a while ago, but I wanted to double-check if you need further support with this matter and see if the situation has changed in the last few days.
Feel free to share the order ID here for review.
Regards,
