Ridiculous A-Z Lost
We shipped an order to a customer via DHL.
We originally attempted to send this item to the customer on 16/07/2025. However, the courier attempted delivery on 17/07/2025 under tracking xxxxxxxx and came back with the message of "It is saying the gates were closed – they could not gain access, left a card but not had a response Please can you advise any additional instructions/address if possible?" on the 24/7/2025 after the customer didn't collect We then gave this feedback to the customer on 25/07/2025 and they updated us on 25/07/2025 with "Please change address to: ________" and then on the 27/07/2025 Please change the address to: _________. We then re-sent the product under tracking xxxxxxx and delivery was attempted on 29/07/2025, however the recipient did not arrange to be in for delivery despite notifications, so the parcel is now at the local depot. As a result, we reject responsibility for this order as the customer has had ample attempts to either have this delivered or collect from the depot. In line with the A-Z guarantee policy, the parcel requires a signature for delivery, which is to protect sellers. Therefore, we request exemption from fault for this order.
@Ezra_Amazon@Simon_Amazon
@Julia_Amazon@JiAlex_Amazon @Roberto_Amazon @Sakura_Amazon_
Ridiculous A-Z Lost
We shipped an order to a customer via DHL.
We originally attempted to send this item to the customer on 16/07/2025. However, the courier attempted delivery on 17/07/2025 under tracking xxxxxxxx and came back with the message of "It is saying the gates were closed – they could not gain access, left a card but not had a response Please can you advise any additional instructions/address if possible?" on the 24/7/2025 after the customer didn't collect We then gave this feedback to the customer on 25/07/2025 and they updated us on 25/07/2025 with "Please change address to: ________" and then on the 27/07/2025 Please change the address to: _________. We then re-sent the product under tracking xxxxxxx and delivery was attempted on 29/07/2025, however the recipient did not arrange to be in for delivery despite notifications, so the parcel is now at the local depot. As a result, we reject responsibility for this order as the customer has had ample attempts to either have this delivered or collect from the depot. In line with the A-Z guarantee policy, the parcel requires a signature for delivery, which is to protect sellers. Therefore, we request exemption from fault for this order.
@Ezra_Amazon@Simon_Amazon
@Julia_Amazon@JiAlex_Amazon @Roberto_Amazon @Sakura_Amazon_
0 replies
Xander_Amazon
If Amazon grants a claim in favor of a customer (automatically or post investigation), you have 30 calendar days to appeal, provide new information, and request further investigation. Amazon will re-investigate claim, using all available information (including new information provided) and may request additional information from you, or you may provide additional information during the appeal process. Following investigation on appeal we will decide whether or not to reverse the initial decision, in whole or in part (this may include reversing impact to your ODR or reimbursing you for the refund amount). If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your ODR cannot be reversed.
