We have an issue where a customer claims they did not receive the package. It was however shipped to a Canada Post PO Box and the tracking shows that the item was picked up. In my understanding, someone would have to identify themselves at the post office in order to pick up the package which in turn shows proof of delivery.

Order details

Deliver by: Fri, Oct 18, 2024 PDT to Thu, Oct 24, 2024 PDT

Last two tracking updates

Oct. 23 3:14 pm Delivered - Walkerton, ON

Oct. 18 9:08 am Notice card left indicating where and when to pick up item - Walkerton, ON

This shows that the item was delivered before the expected delivery date and was picked up at the post office by the recipient.

The claim was granted instantly and our appeal was denied within 5 minutes with this statement from Amazon

"...In this case, the order should have been received by the buyer no later than October 25, 2024..."

They are justifying the claim by stating it was not received by the delivery date however the tracking shows otherwise. We can only ship a PO Box address using Canada Post and they do not allow any signature options for this. The item is picked up at the post office and this proves delivery. We followed all the rules and delivered on time, I don't think that something like this should affect our account. Just from this one issue our sales are down to almost nothing the past few days. Can someone please look into this?

Thank you