Package likely stolen from Canada Post, but Canada Post takes 1 month to investigate.
So I had a super weird order, a customer orders a $700 camera on Oct 2. The tracking informtation has only 1 day posted for oct 10th. Where a pickup slip is left at customer house at 12:40pm and picked up at post office at 12:46pm. Post office says someone named DAVE A, with the pickup slip and a valid piece of ID for that address picked it up.
The weird part is the post office is about a 40 minute drive at that time of day from the house it was dropped at.
Then I have my customer at about 2:26pm oct 10 saying she sees someone else picked up her package and is very upset.
I file a report with canada post, who said they will look into it and I should hear back by Nov 8th.
I have called them a few times since then, with canada post always saying they are looking into it. Now I also have the customer wanting a solution to be made now instead of when Canada Post gets back to me.
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I'm really not sure what to do at this point, the whole situation seems suspicious since the customer contacting me about 90 minutes after this happened. Without more information from canada post I'm not sure how to proceed.
Do I give a full refund and consider the order a loss of $700?
Do I let the customer file A-Z in hopes that they will side with me since I have delivery confirmation and Canada Post saying only someone living at that house could of picked it up?
Is there another option that people have taken in this situation? Maybe asking the customer to file a police report before I issue a refund to know it was actually stolen.
Anyways, any tips would be appreciated. I feel like there is 100% chance the customer will file an A-Z claim before the post office gets back to me.
Below is tracking information, copy and pasted.
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Oct. 10 12:46 pm
Signature available
Download delivery confirmation
12:46 pm
Delivered
Etobicoke, ON
12:40 pm
Notice card left indicating where and when to pick up item
Etobicoke, ON
Additional information
The item will be made available at a post office for pickup.
We'll tell you where and when to pick up your item when it's available
Package likely stolen from Canada Post, but Canada Post takes 1 month to investigate.
So I had a super weird order, a customer orders a $700 camera on Oct 2. The tracking informtation has only 1 day posted for oct 10th. Where a pickup slip is left at customer house at 12:40pm and picked up at post office at 12:46pm. Post office says someone named DAVE A, with the pickup slip and a valid piece of ID for that address picked it up.
The weird part is the post office is about a 40 minute drive at that time of day from the house it was dropped at.
Then I have my customer at about 2:26pm oct 10 saying she sees someone else picked up her package and is very upset.
I file a report with canada post, who said they will look into it and I should hear back by Nov 8th.
I have called them a few times since then, with canada post always saying they are looking into it. Now I also have the customer wanting a solution to be made now instead of when Canada Post gets back to me.
---------
I'm really not sure what to do at this point, the whole situation seems suspicious since the customer contacting me about 90 minutes after this happened. Without more information from canada post I'm not sure how to proceed.
Do I give a full refund and consider the order a loss of $700?
Do I let the customer file A-Z in hopes that they will side with me since I have delivery confirmation and Canada Post saying only someone living at that house could of picked it up?
Is there another option that people have taken in this situation? Maybe asking the customer to file a police report before I issue a refund to know it was actually stolen.
Anyways, any tips would be appreciated. I feel like there is 100% chance the customer will file an A-Z claim before the post office gets back to me.
Below is tracking information, copy and pasted.
------
Oct. 10 12:46 pm
Signature available
Download delivery confirmation
12:46 pm
Delivered
Etobicoke, ON
12:40 pm
Notice card left indicating where and when to pick up item
Etobicoke, ON
Additional information
The item will be made available at a post office for pickup.
We'll tell you where and when to pick up your item when it's available
1 reply
Ka_Amazon
Hello @Seller_iwetOqR5NsObJ,
This is Ka from the Forums Community Management team. I hope you are doing well.
We appreciate that you've posted and shared with the community your question about your incident with an order.
I understand this could be very frustrating and most options don't seem to be the best alternative.
You could follow one of the recommendations on the What if a buyer says they didn’t receive their order? help page. However, the best option is to ask the customer to double-check with their household members or neighbors to see if someone picked it for him.
Now, after exhausting all the proactive recommendations from the help page and also the ones you mentioned in your post, if you feel everything was done from your side and don't want to use the refund approach as a first solution, the other best course of action is to wait for the A-Z claim to come in, and based on the information and proof you have, you could use these as evidence in case that happens. This could help you demonstrate the order was picked up by the customer (or someone on their behalf), so Amazon could rule this in your favor as an Amazon Funded Refund, but we can't guarantee this could be the final verdict since the claims are handled and investigated by a special team and based on the information you have and provide, they will take a decision, so it is important that you gather all the info you can in writing or email by the Post Office and/or other related parties on this.
We really hope all this info can provide you a better guidance on resolving your concern.
Best regards,
Ka
