A to Z teams lack of training strikes again, $600 dollar lost is our reward.
Customer orders a $600 dollar item so we request a signature of course. Purolator tries to deliver but the customer is not home so the item is taken to a Purolator Agent and the customer is informed where they can pick it up.
Customer picks the item up, shows identification and signs for the package. A week later the customer files a claim that they did not get the item.
Should be an easy claim right? We have a signature.
A to Z claim grants the claim stating we did not deliver the item to the correct location because the customer picked it up and signed for it at the Purolator Agent.
The A to Z process is beyond frustrating, we do everything in our power properly and the customer decides they want the item for free and A to Z is happy to accommodate.
The order is 701-4510994-2560227 if a moderator has any feed back we would appreciate it as we are tire of getting product stolen with Amazon's assistance
Jason
Konquer Motorcycles.
A to Z teams lack of training strikes again, $600 dollar lost is our reward.
Customer orders a $600 dollar item so we request a signature of course. Purolator tries to deliver but the customer is not home so the item is taken to a Purolator Agent and the customer is informed where they can pick it up.
Customer picks the item up, shows identification and signs for the package. A week later the customer files a claim that they did not get the item.
Should be an easy claim right? We have a signature.
A to Z claim grants the claim stating we did not deliver the item to the correct location because the customer picked it up and signed for it at the Purolator Agent.
The A to Z process is beyond frustrating, we do everything in our power properly and the customer decides they want the item for free and A to Z is happy to accommodate.
The order is 701-4510994-2560227 if a moderator has any feed back we would appreciate it as we are tire of getting product stolen with Amazon's assistance
Jason
Konquer Motorcycles.
Seller_E4U8aNuzTRyGy
@Jurgen_Amazon I am not a party to this transaction but I am a seller.
I appreciate your detailed explanation of the process and your efforts to ensure clarity on this matter, these are important issues for all sellers to understand and address in order to be successful on Amazon.
However, I need to highlight that what you have suggested is not possible with both Canada Post and Purolator, our approved carriers.
Let me try to explain further:
Canada Post: According to their policy on signatures and identity services, if a recipient is not home to receive a package that requires a signature, it will be taken to the nearest Canada Post branch for pickup. This is in line with the policy outlined on their website.
Purolator: Purolator allows the receiver to authorize the delivery driver to leave a package without a signature, but only with a signed note posted at the delivery location. If the package requires a signature and the delivery is missed, the package will be held for pickup and this cannot be circumvented. This is clearly stated in their policy as well.
Additionally, buyers are under no obligation to respond to sellers' messages. This can be problematic in situations where:
The buyer is willfully engaging in fraudulent activity.
The buyer does not see the message.
The buyer has set their preferences to prevent seller messages from being received.
If Amazon lists a carrier as approved on their website, it should imply that the carrier's signature requirements are implicitly approved. Sellers cannot supersede carrier policy simply by stating that Amazon requires a different process.
Given these policies and buyer behaviors, it is not feasible to set the order as undeliverable or coordinate with the buyer to redirect the package to another location or leave it at the door unless the specific conditions mentioned by Purolator are met. This makes it challenging to reconcile these discrepancies and adhere to the process you've outlined.
Could you please provide further guidance on how to handle such situations? It seems that the current policies of our carriers might allow buyers to potentially exploit these rules and claim non-delivery, thus defrauding sellers. We want to ensure we are compliant with carrier policies while also protecting our business from fraudulent claims.
Thank you for your understanding and assistance in this matter.
Best regards,
19 replies
Jurgen_Amazon
Hello @Seller_I243tlANJDFaQ,
Thank you for contacting Amazon Forums.
I have reviewed the details and escalated to the team in charge of further review. I will keep you posted as soon as they provide an answer.
Jurgen
Jurgen_Amazon
Hello @Seller_I243tlANJDFaQ,
The team in charge of reviewing this escalation is asking for further details. I have created the case ID 15680727001 for you to provide that information.
The case has been created to maintain the details confidential. Please let me know once you have attached the requested information.
Jurgen
Seller_I243tlANJDFaQ
Thank you I will provide the details right now
Seller_I243tlANJDFaQ
After reviewing the request from @Jurgen_Amazonand the A to Z claim,
the "help" they offered adds insult to injury.
A to Z's answer to approving a claim on a package that was picked up and signed for at a Purolator Agent and then claimed as not received 10 days later is for me to ask the person who got the product for free to see if they will let Amazon recharge them....
I will reach out to them, but something tells me a person who would use the A to Z system in a deceptive manner is not going to respond or approve being recharged.
So disheartening....
Jason
Seller_I243tlANJDFaQ
Update, to know one's surprise the customer is no longer replying to our messages. Only Amazon would think that is the behavior of an honest person.
