A-Z Claims granted when tracking confirms delivery
We are getting an increasing number of packages scanned as delivered by Royal Mail, where buyers then open an A-Z and Amazon grant the buyer a refund at our expense (and even one recently when Royal Mail had scanned the item as delivery attempted and the package was then collected by the customer from their delivery office).
We never have this issue on other platforms. If tracking confirms delivery then we are protected.
Amazon seem to have started taking funds from us now even when items are delivered.
We use Royal Mail Large Letter and Parcel services with integrated 2D barcodes which are scanned on delivery by handheld Royal Mail GPS scanners. The package must be present in order for it to be scanned.
The only ‘helpful’ information that we keep getting is that tracking does not show that the item was delivered to the customer’s address.
Do Amazon no longer accept tracking and delivery confirmation as proof of delivery? Royal Mail confirmed that items were delivered yet Amazon take the funds anyway.
Pretty hacked off.
Any advice or is there no point disputing A-Z’s because Amazon will just take funds regardless of the evidence
40 replies
Seller_j4qOx3FnSoENm
Tracking with signature so for example Royal Mail tracked 24 or 48 with signature they accept.
For bizarre reasons (if any) they don’t accept regular 24 or 48 with just the 2D delivery confirmation code as they don’t class the confirmation code as a tracked service.
Personally I don’t see how having a signature is any more “secure” than not having a signature as
A) A customer can just claim it’s not their signature
B) A dishonest postie/delivery person could just sign it themselves.
Plus having to obtain a signature is an inconvenience for the customer if they aren’t in and Amazon is meant to be all about customer convenience.
Seller_1qKTBDbgtHefM
To win an A-Z easily for INR, you will need tracking that has a signature and proof of address.
Royal Mail is difficult in this respect because even their most expensive Special Delivery service does NOT include the delivery address on the tracking.
Couriers are easier to defend with because they usually can provide a PDF version of the POD which contains the sig and the address.
Seller_1qKTBDbgtHefM
We once lost an A-Z on a special delivery because they were not in when the delivery attempt was made. They opened an A-Z and were refunded. We argued/appealed obviously but ultimately were rejected because “The customer did not receive the item”. Yes - say anything you like, such as “but a delivery attempt was made - they weren’t in!”, the answer was “so they did not have the item then…”. It was like talking to a brick wall.
within 24 hours of the refund (£200+) the customer collected the item from the sorting office and refused all further attempts at communication. Amazon refused to do anything.
We’re still in small claims process on this one.
Seller_EJIX7rqDNQJi2
If this happens, you can either appeal the claim decision by providing a link showing that the buyer then collected the package from the post office or resolve the matter outside Amazon by sending a Letter Before Action, demanding the goods to be returned/ funds repaid.
Seller_sFEUMUfeW5484
It’s terrible that Amazon don’t accept RM24/RM48 2D delivery confirmation as proof of delivery, very very odd. Every single other place does.
Seller_1sLp9cljR5DRZ
I was just about to post about this. A buyer received goods from us by signed for delivery but was annoyed that amazon had a 10kg weigh specified in the products details but in the description and all pictures it showed 2kg. Anyhow i didn’t think to add the tracking number as she had admitted receipt. She claimed items not received and got her money back. I have since added the tracking number but amazon have been less than helpful apart from saying and i quote - “NOT OUT FAULT YOUR FAULT” (sic) Very unprofessional and i can’t be bother with small claims really as the item is £30.00. Can amazon ban you if you start taking customers to the small claims court? It wouldn’t surprise me knowing them!
Seller_Zdx4Z0xPfymqp
We have recently had the same problem.
Apparently, it is a well known scam (if you are that way inclined).
- Order product from AMZ
- Make sure you aren’t in to receive it (easy if you are at work all day and it’s too large for your letterbox)
- Ignore RM calling card until the delivery date has passed
- Open A-Z directly with Amazon for INR (do not contact the seller directly)
- Receive immediate refund from AMZ (as tracking backs up that the item has not been received)
- Collect parcel from Post Office the following day.
We showed the process to AMZ together with the tracking. The response was: -
“Although we understand your position, we stand by our decision. We cannot give you more information about this matter, and we may not reply to further emails about this claim.”
If this was a genuine INR then the item would remain at the post office and eventually be returned to us or the customer would contact the seller who would direct them to collect the item from the Post Office.
We have only ever had two A-Z claims and all of them have been like this.
Seller_rGtEcZnu0JTRD
There has been several threads recently on this matter, none of us understand why Amazon do not accept tracking as proof of delivery, but unfortunately they will only accept tracking if a signature is obtained in most cases, although we do get mixed results with A-Z claims so a lot does seem to depend on who is looking at your claim.
Seller_NlBBbBYSMKkmh
We have encountered the same thing. I wonder if it is the same people carrying out this fraud?
Are we able to share details of the people concerned?
Seller_MlpvMMbyvQMay
Hi, yes we had the same problem, the order was tracked delivered, we had the proof and amazon still gave her the money back, when we rang they just kind of say, tough
Rosie
