customer says she never received a package while evri shows the package was delivered....what do i do
Hi,
the buyer states the item was not delivered. Evri's pictures show the item was delivered,
the customer says it is not her door.
google maps shows that it is her door.
it feels like this customer is trying to deceive me, and i know that i need to handle this appropriately, as amazon policy is customer is always right.
can some one please assist me on what i should / could do.
customer says she never received a package while evri shows the package was delivered....what do i do
Hi,
the buyer states the item was not delivered. Evri's pictures show the item was delivered,
the customer says it is not her door.
google maps shows that it is her door.
it feels like this customer is trying to deceive me, and i know that i need to handle this appropriately, as amazon policy is customer is always right.
can some one please assist me on what i should / could do.
12 replies
Seller_ZJhFeE3tNKzfh
You've got two options really.
- Believe the customer and offer to refund
- Stand your ground, provide the tracking. The customer will either go away, or open an A-Z claim. Should that happen, all you can do is provide the tracking to amazon in your appeal. Amazon in most instances side with the customer on this, so you'd be liable for the refund and your Order Defect Rate would be hit, though there is a chance you could win the appeal.
Seller_XejvbNikUKr3C
try and claim from your parcel insurance, any resistance to amazon or the customer is futile.
you will lose.
Seller_pvx82zrXMTSpX
Hello @Seller_YMiPL26Sx6o3g,
We have had an increase in these claims recently. Ironically all within an hour of the package being marked as delivered.
We use Royal Mail Tracked services which provides a proof of delivery photo and GPS coordinates. We check the photo against Google Maps streetview and compare the GPS tag with the delivery address. We collect all of this information in the form of screenshots and pass this back onto the buyer alongside the statement that we consider this to be delivered. If the buyer considers this to not be the case, we advise the customer to contact Royal Mail and the police if they believe that the package has been stolen. We have not had a single reply to any of these messages when it is clear that the evidence is indisputable.
However, we are fortunate that no cases have been escalated to A-Z claims and as others have stated, we really do not know how Amazon will rule on this but the customer holds favour.
My advice would be to stand your ground if the evidence suggests successful delivery. Good luck!
Seller_uxLkGoHFWFviX
What do you do ?
Refund with no further questions or comms with customer - unless you have a clear customer signature, which is unlikely. As thirtythree said the customer will call customer support- they will elevate to A-Z, it will be found in favour of customer and will go against your ODR as well.
The key with these cases and - yes - they are escalating [ as is shoplifting ] is to have a signature & carriers dont have time/don't bother with this. Sorry but you need to build this loss into your prices
Seller_ErvCY1bBJMK9Z
ITEM NOT RECEIVED
Hi (XXXXXX)
I hope you are well and thank you for your message.
I think you may have clicked on the wrong order and seller - please check as this does tend to happen from time to time.
Please also read carefully:
Your order was delivered at: (XXXXXX)
(couriers name) have also provided a GPS location of where exactly your postman was when s/he scanned the barcode immediately before delivery as proof.
Please see details here: (tracking link)
If after checking you still decide to maintain not receiving this item, it will have to be escalated and I would need to report this accusation of theft to (couriers name) against your postman + start an investigation about your street and address statistics, both with (couriers name) and Amazon given this item is recorded as delivered with GPS coordinates.
Please let me know & I look forward to hearing from you.
Many Thanks
