Buyer claiming not received even with a signature & then a rant!
OK so I have a buyer who ordered an item from us 7th May . We dispatched and item was sent with Rm tracked 48 Signed - Item showing delivered on the 10th May and signed for by a name which isnt the same as the buyers. So I got a random message on the 25th May from the buyer stating that one item she had ordered had arrived but not this one, meaning our item. We had only one item ordered so guess the other item is another seller. I replied the same day with the tracking information (even though this is provided at dispatch and uploaded tracking number to the buyer) and advised it had been signed for, screen shot the tracking, my RM order with the confirmation of her address we sent to matching her order, and the RM label.
I heard nothing… then 1 june (yesterday) I got this, I think the customer was intending to email amazon.
‘I have not received this item I have contacted the seller but had no response’
So i replied and kindly advised I had replied with all the tracking information and the person who signed for the parcel.
So now the customer is claiming she does not know the person who signed for the parcel, and does not have any neighbours with that name. (With our tracked 48 we instruct RM not to leave with a neighbour and or leave safe. )
Buyer claiming no card, doesnt know the person, and now after some considerable time passing claiming none receipt.
My question is am I totally wasting my time even trying to defend this? Ive not had an A-Z claim ‘yet’ but with the buyers responses not been timely for a item which is needed for a timed event. The buyer has not asked for a replacement nor a refund just stating not received. If I get another A-Z i think i will loose the will to live.
We rarely have issues with this RM tracked signed for service with the instruction not to leave with neighbours, but lately I am becoming fed up , our sales have dropped, we’ve had items taken off by seller performance as they class them as a ‘restricted product’ , yet there are hundreds of the same items on by third party sellers, its as if they want us to go! I tried to defend them all gave evidence, and they basically told me what they say goes and to it was tough if I didnt like it! I was taken back by that. Seller performance in France however were lovely and quickly restored my listings. Uk seller performance said each country was different… im like OK you can just do what you want and say what you want and we just have to take it on the chin and shut up to get off amazon if we dont like it.
Most of our customers are lovely , and i do get some lovelyt thank you messages and feedback too I rarely have an issues but isnt this becoming very difficult to sell on Amazon lately. Buyers are now of the mindset that they can do what they want 
D
Buyer claiming not received even with a signature & then a rant!
OK so I have a buyer who ordered an item from us 7th May . We dispatched and item was sent with Rm tracked 48 Signed - Item showing delivered on the 10th May and signed for by a name which isnt the same as the buyers. So I got a random message on the 25th May from the buyer stating that one item she had ordered had arrived but not this one, meaning our item. We had only one item ordered so guess the other item is another seller. I replied the same day with the tracking information (even though this is provided at dispatch and uploaded tracking number to the buyer) and advised it had been signed for, screen shot the tracking, my RM order with the confirmation of her address we sent to matching her order, and the RM label.
I heard nothing… then 1 june (yesterday) I got this, I think the customer was intending to email amazon.
‘I have not received this item I have contacted the seller but had no response’
So i replied and kindly advised I had replied with all the tracking information and the person who signed for the parcel.
So now the customer is claiming she does not know the person who signed for the parcel, and does not have any neighbours with that name. (With our tracked 48 we instruct RM not to leave with a neighbour and or leave safe. )
Buyer claiming no card, doesnt know the person, and now after some considerable time passing claiming none receipt.
My question is am I totally wasting my time even trying to defend this? Ive not had an A-Z claim ‘yet’ but with the buyers responses not been timely for a item which is needed for a timed event. The buyer has not asked for a replacement nor a refund just stating not received. If I get another A-Z i think i will loose the will to live.
We rarely have issues with this RM tracked signed for service with the instruction not to leave with neighbours, but lately I am becoming fed up , our sales have dropped, we’ve had items taken off by seller performance as they class them as a ‘restricted product’ , yet there are hundreds of the same items on by third party sellers, its as if they want us to go! I tried to defend them all gave evidence, and they basically told me what they say goes and to it was tough if I didnt like it! I was taken back by that. Seller performance in France however were lovely and quickly restored my listings. Uk seller performance said each country was different… im like OK you can just do what you want and say what you want and we just have to take it on the chin and shut up to get off amazon if we dont like it.
Most of our customers are lovely , and i do get some lovelyt thank you messages and feedback too I rarely have an issues but isnt this becoming very difficult to sell on Amazon lately. Buyers are now of the mindset that they can do what they want
D
16 replies
Seller_EJIX7rqDNQJi2
If you have an online, trackable link which shows delivery to the buyer’s address and a signature, any INR A-Z claim will be closed in your favor. Even if the signature does not match the buyer’s name, but the address is correct.
The buyer can still leave you a negative feedback. But you don’t need to worry about the claim, as long as you respond properly, you should win.
Seller_2BrPSydGy6oyq
I would inform the customer as RM tracking is showing as delivered, if that is not the case they should immediately report this to Royal Mail, which can be done from the tracking page and they will investigate and check the GPS location delivered to when it was scanned and signed for.
Better to try and head off potential A-Z claims if possible, if the buyer is genuine, then should have no issue reporting to RM, which you could also do yourself and RM response may prove useful if you do have to defend an A-Z?
Seller_raHbBlmlsrkA9
I ordered a printer recently (not light or cheap) and a fews day after it should’ve arrived the item was still not in my possession. However, the tracking stated that the item had indeed been delivered and signed for. I contacted the seller fearing that he thought I was scamming him and, after a conversation with his courier (I can’t remember who it was) he told me the courier had left it at number xx of my street. He sent me a photo of the front of the house, which the courier had taken upon delivery, and it wasn’t my door, and the gentleman at number xx of my street (where it supposedly had been left) had passed away some weeks earlier with the property being empty and tied up in probate. Eventually the courier investigated further and realised that the GPS data recorded upon delivery was 2 streets away. The matter was resolved swiftly when the courier collected the parcel from the wrong address and delivered to me. So everyone was happy - except the delivery driver who probably got a bollocking. The reason for this story is that people can sign whatever they want (Donald duck, Superman or whatever) but GPS data doesn’t lie and can be used in evidence. Perhaps a conversation with your RM agent is required and in the event that GPS data puts the parcel at the location you would have grounds for the postal fraud conversation in the event of a claim. This has worked for me in the past but there have been instances when the customer was telling the truth.
Seller_u4N7CLUxByftJ
According to Amazon’s own policy is, if you have used a trackable and signed postal method and it is showing as delivered and signed for, but the signature doesn’t match the buyers name then the claim should be closed in the sellers favour and the buyer must take it up with action fraud/ local police and check with neighbours etc.
Reply to the A to Z clearly and straight to the point, name each screenshot of evidence clearly and write in bullet points what each one is and what it shows, then quote there own policy to them. Works for me.
Seller_d5xGVic0qWqw7
You need to contact myteamnorth@royalmail. Say custome4 claoming not received and signef by someone else. Please check with sorting office to see if it is left with neighbour and which neighbour.
Then email the customer and advis3 them you contact royalnail and a full invedtigstion is being done. You will also send a form out to fill and get signed by your postman.
Seller_uSmKngjlDGaKI
We have lost, lots of A-Zs with tracking and signatures.
I think it depends on whether you get an Amazon employee, who actually looks at you claim!
Amazons whole ethos is, seller beware, buyer do what you want.
They should change it from A-Z to Seller forced to refund (SFR).
Most customers are of course great, but when you get a problem one, look out!
Hope it goes well for you.
