Customer claiming item not received after two months!
I have has a customer contact me today (Tuesday 31st July) claiming they have not received there order that was dispatched on the 29th May, The item was sent without tracking.
What is the procedure please?
Customer claiming item not received after two months!
I have has a customer contact me today (Tuesday 31st July) claiming they have not received there order that was dispatched on the 29th May, The item was sent without tracking.
What is the procedure please?
24 replies
Seller_KQwXr5kY5oIPO
if you have no tracking you might as well refund it right now as you will not stand a chance if they open an A to Z Case.
Seller_MaCn7NvTI3GGw
Consumer laws are different from Amazon policies…
Amazon allow the customers to create A-Z and leave feedback up to 90 days I believe.
You really only have to refund the customer or replace item unfortunately.
You and try and question customer and check address, explain you can investigate with Royal mail. THis may scare them off.
Seller_BuqBvnQW4Pp6T
They may open an A to Z, but given that Amazon policy states the customer has 30 days from expected delivery date to contact the customer about problems with their order or non-delivery, you might get away with it. We have in the past.
Seller_K8edOfPu9HEmN
Inform them that they are far too late to open an INR dispute and quote Amazons T&C’s to them
Seller_x3BT9arv4ODzZ
If they try and open an A-Z manually they wont be able to, but if they contact Amazon they will almost certainly open a claim, and close it immediately without even contacting you as there is no tracking, which means an automatic loss for you. To me you would be better refunding and taking the hit, rather than take the risk with your metrics.
Seller_2BrPSydGy6oyq
As no tracking, may be best to first contact the Customer confirming what they ordered and when posted, ask them to confirm the address provided is correct, just to rule out they have mixed up orders and sellers.
If they respond confirming it is the book ordered from you and not received, then you have little option but to refund as you can’t prove delivery and as it’s still within 90 days for an A-Z claim, the buyer can still open an A-Z themselves.
No idea what the references to Amazon policy, or Consumer law are all about in relation to INR’s?
Seller_ZYrDncQ3VjSNV
When your not sure of the Amazon policy it’s always worth calling Amazon I find, they are normally quite helpful -eventually! Unfortunately you have to call a general number, they will go through security, then this is the part, shout loudly you are a seller !!! keep repeating until they say ooh your a seller? " I’ll put you though to the seller channel" your then connected eventually to somebody somewhere in the world that talks variable English. Then explain the issue and keep quizzing them on the vague answers they provide, eventually tell them what your going to do based on their replies and ask if this is OK to mail the buyer with these words? - naturally the answer is yes - else repeat until you form for a set of words that your operator agrees with. This is all noted by Amazon so there is some support from them.
Then mail your buyer stating you have contacted Amazon Seller central specifically about this case and quote them the agreed words you arrived upon. Tell them this is the official Amazon position (because it is) I would assume the words do turn the situation in your favor (else don’t bother) and hopefully they go away as it’s all become a bit too official, and if they are on the fiddle it’s looking like game up! But if they do file the dreaded A Z you do have backup from Amazon as you simply implemented a course of action which was agreed by them and they will have a note of the conversation.
So there goes at least an hour of your working life - how much is the lost product worth? and how much is that amount of time worth to you? I think most sellers on here agree don’t get too involved just send another unit Tracked! but if your item is valuable (as some of ours are) this approach usually works.
Seller_Rkf2znCXtSZpI
I take it you don’t have click and drop and therefore don’t even get delivery confirmation.
That’s unfortunate.
Seller_fxBnTYiiYILkG
We have had this issue before, customer have claimed NIR 9 months after dispatch. We usually ignore it but if it is after 2 months you can let them know that the item was sent via Royal mail standard post and to ask them to confirm their address as often customer do place wrong or old addresses at checkout and the item goes to the incorrect address. However, even after 9 months Amazon Customer Services have issued refunds without letting us know. Good Luck
Seller_ak1LrpfNVW4eX
I’ve had this issue a few times.
Even without tracking, Royal Mail can investigate if you have the date you posted and the Post Office you sent it from as well as the cost of the item and how much postage you paid.
Explain to the customer that you have contacted Royal Mail and they are investigating but it can take up to 10 working days. You don’t have to refund them before the investigation is through - I checked this with Amazon once when a customer was insisting upon one.
Royal Mail has always given me compensation when the item has not been found, even with no tracking information. So, once they give you the money you can refund the buyer but not lose anything yourself.
Hope that helps!
