'Parcel Not received' - A-Z Claim Surpass Themselves
My first posting and a very much a rant.
History
Straight forward order received on the 8th August, we dispatched on same day and marked Amazon as dispatched
We then get a message, ‘hi has this been sent out yet?’ on 15th August (outside working hours)
We replied on 16th August ‘According to DPD the order was delivered and signed for by yourself on the 9th August at 13.5pm’
Buyer responds 'Well I’ve not received it? 16th August
We respond with ‘We have the following POD and attached image of signature for the parcel Delivered, signed for by XXXXXX, on 09 Aug 2018 at 13:05 Sent to the following address {removed as public forum} If you never signed for it someone there has’
Reply form Buyer - ‘No, I haven’t received it yet. And no one signed where was it left can you find out’
Our response 'We have spoken to DPD, the devices they use record the GPS coordinates when the box is scanned If you enter this in Google {Withheld as public forum] it will give you a map, go to the local image at that point and see where the delivery was made, hopefully tell you where the parcel is, i cant see names or anything and dont know area
On the 17th we then get following via buyer account e-mail
‘Hello, We’ve been contacted by one of our mutual customers regarding an order placed with you. Below is the information provided by the customer: Order number: Item: Reason for contact: Where’s My Stuff? Details: The item has not arrived as scheduled. Please send a status update to the customer. customer has not yet received there order please contact the customer and advise where there parcel was delivered To respond to this customer, please reply to this e-mail or visit your seller account at the following link: [link removed] We hope you’re able to work this out with this customer. Sincerely, Customer Service Department Amazon.co.uk http://www.amazon.co.uk’
Clearly we already provided POD and GPS details but OK Amazon has asked, so again we sent the same details on the 20th August (weekend in between)
So we now come today and guess what? Yep A-Z have refunded the buyer!! Are we surprised? Well i am, as we dispatched same day!, Fully Tracked on Carrier with a POD and GPS coordinates
So this means that POD’s mean nothing, a buyer can claim and will get a refund even if you have proof of delivery. Not even sure that could stand up in a court of law, being as the burden of proof would fall on the buyer.
So on reflection i can see that we did not enter the tracking number when confirming dispatch, so ok one reason why Amazon could decide to favour the buyer, but with POD i cant see that that is justification.
I guess its their get out of Jail free line that allows it - ‘The order arrives late or not at all’ - I guess the fact that the buyer said ‘Wheres my Stuff?’ was sufficient to issue a refund. Are we to also hold the carriers hand, ensure they hand over the goods? Isnt that what a POD is for or am i just missing the point?
I dont know of any other platform or online site that would actually allow this, POD has always been what it is ‘Proof of delivery’, has been the deciding factor in many small claim actions no doubt, just goes to show that any buyer can claim non-delivery and get a refund also why fraud in this country is now out of control.
Apologies for Rant but i do feel better now aired, so any similar cases or advice would be gratefully received.
'Parcel Not received' - A-Z Claim Surpass Themselves
My first posting and a very much a rant.
History
Straight forward order received on the 8th August, we dispatched on same day and marked Amazon as dispatched
We then get a message, ‘hi has this been sent out yet?’ on 15th August (outside working hours)
We replied on 16th August ‘According to DPD the order was delivered and signed for by yourself on the 9th August at 13.5pm’
Buyer responds 'Well I’ve not received it? 16th August
We respond with ‘We have the following POD and attached image of signature for the parcel Delivered, signed for by XXXXXX, on 09 Aug 2018 at 13:05 Sent to the following address {removed as public forum} If you never signed for it someone there has’
Reply form Buyer - ‘No, I haven’t received it yet. And no one signed where was it left can you find out’
Our response 'We have spoken to DPD, the devices they use record the GPS coordinates when the box is scanned If you enter this in Google {Withheld as public forum] it will give you a map, go to the local image at that point and see where the delivery was made, hopefully tell you where the parcel is, i cant see names or anything and dont know area
On the 17th we then get following via buyer account e-mail
‘Hello, We’ve been contacted by one of our mutual customers regarding an order placed with you. Below is the information provided by the customer: Order number: Item: Reason for contact: Where’s My Stuff? Details: The item has not arrived as scheduled. Please send a status update to the customer. customer has not yet received there order please contact the customer and advise where there parcel was delivered To respond to this customer, please reply to this e-mail or visit your seller account at the following link: [link removed] We hope you’re able to work this out with this customer. Sincerely, Customer Service Department Amazon.co.uk http://www.amazon.co.uk’
Clearly we already provided POD and GPS details but OK Amazon has asked, so again we sent the same details on the 20th August (weekend in between)
So we now come today and guess what? Yep A-Z have refunded the buyer!! Are we surprised? Well i am, as we dispatched same day!, Fully Tracked on Carrier with a POD and GPS coordinates
So this means that POD’s mean nothing, a buyer can claim and will get a refund even if you have proof of delivery. Not even sure that could stand up in a court of law, being as the burden of proof would fall on the buyer.
So on reflection i can see that we did not enter the tracking number when confirming dispatch, so ok one reason why Amazon could decide to favour the buyer, but with POD i cant see that that is justification.
I guess its their get out of Jail free line that allows it - ‘The order arrives late or not at all’ - I guess the fact that the buyer said ‘Wheres my Stuff?’ was sufficient to issue a refund. Are we to also hold the carriers hand, ensure they hand over the goods? Isnt that what a POD is for or am i just missing the point?
I dont know of any other platform or online site that would actually allow this, POD has always been what it is ‘Proof of delivery’, has been the deciding factor in many small claim actions no doubt, just goes to show that any buyer can claim non-delivery and get a refund also why fraud in this country is now out of control.
Apologies for Rant but i do feel better now aired, so any similar cases or advice would be gratefully received.
0 replies
Seller_t9axAefQD4v9m
This is why they refunded the customer. If tracking is not uploaded at the item of dispatch they assume there is none and, as you cannot prove delivery without it, they believe it has not been received.
Seller_lljyzgTxr5fgI
Amazon requires that you send ALL items tracked (if you want to avoid A-Z claims). If you choose not to enter tracking information at the point of dispatch, that is your prerogative but if it comes to an A-Z then you’ve broken the rules. It’s Amazon’s game, rules and playing field. We all have to play to these rules or get caned if we don’t. And no disrespect but, you’ve sent a parcel by a tracked method with DPD. You have a tracking number. Why did you not enter it? You obviously went to the order page to click on “Confirm Dispatch” presumably? When you did this, the box appears for you to enter the tracking info or click “Proceed without tracking info”. Click that, and it’s curtains, as you’ve found out. Hopefully the item wasn’t too high a value and you can possibly appeal.
Seller_2BrPSydGy6oyq
Agree with others, but just to highlight (for the benefit of your bosses) if no tracking is uploaded when the order is marked dispatched, then any INR delivery A-Z claim will be an automatic refund to the buyer, with no opportunity to defend the claim.
If tracking is uploaded, then it stops an automatic refund and you have 3 days to submit your POD evidence of delivery, which should be a fully tracked service, identify the buyers address and delivery confirmation with buyers signature, if Amazon still refund from your (business) funds, then you have some recourse to challenge Amazon as you followed policy and complied with the A-Z terms.
Apart from all this, surely it’s good customer service to inform the buyer of tracking information on their order, so they can check progress/estm delivery?
It may also prevent those buyers that known the system from abusing it?
As already advised, your only recourse is a letter before action and small claims court to recover the cost of the goods, or write off the loss?
Seller_6sxtIS0RbZ5k7
I’m on the other side of this at the moment on bay of e, seller sent something by courier, tracked, says its delivered and I genuinely don’t have it. God only knows what the courier did with it but I live in a row of just three houses!
