Why can't we ask buyers for proof of delivery for returns? Buyers are free to ask for proof of delivery?
We had a returned item worth CAD 921.84 lost but the buyer would not provide proof of delivery or get back to us. Amazon refunded the money directly to the buyer.
The buyer returned the parcel without informing us of the logistics tracking number, which made it impossible for us to track it.
And one month after the parcel was delivered the buyer filed an A-to-Z claim and filled in the logistics information. Only then did we finally know the logistics information.
We checked the logistics information on the official website showing delivery, but we didn't actually receive it, so I asked the buyer to provide proof of delivery and contacted Amazon to ask for proof of delivery.
During the waiting period Amazon however refunded the money to the buyer directly.
ID：701-0021702-8280227
This is so unfair to us sellers, why buyers can ask sellers for proof of delivery and file A-to-Z claims at will. Sellers cannot ask for proof of delivery.
Even if you refund the buyer, but can you not credit the ODR to my account, we are penalized by Amazon for both money and goods.
We can back off, you can take the money and the goods, but I don't want my store to suffer.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
Why can't we ask buyers for proof of delivery for returns? Buyers are free to ask for proof of delivery?
We had a returned item worth CAD 921.84 lost but the buyer would not provide proof of delivery or get back to us. Amazon refunded the money directly to the buyer.
The buyer returned the parcel without informing us of the logistics tracking number, which made it impossible for us to track it.
And one month after the parcel was delivered the buyer filed an A-to-Z claim and filled in the logistics information. Only then did we finally know the logistics information.
We checked the logistics information on the official website showing delivery, but we didn't actually receive it, so I asked the buyer to provide proof of delivery and contacted Amazon to ask for proof of delivery.
During the waiting period Amazon however refunded the money to the buyer directly.
ID：701-0021702-8280227
This is so unfair to us sellers, why buyers can ask sellers for proof of delivery and file A-to-Z claims at will. Sellers cannot ask for proof of delivery.
Even if you refund the buyer, but can you not credit the ODR to my account, we are penalized by Amazon for both money and goods.
We can back off, you can take the money and the goods, but I don't want my store to suffer.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
2 replies
Jurgen_Amazon
Hello @Seller_LtCxu1GTO9roo,
Thank you for contacting Amazon Forums.
I understand your frustration with this situation. As a seller, it can be very challenging when a buyer files an A-to-Z claim without providing the necessary proof of delivery. However, there are a few important points to consider here:
- Buyer's Rights: Buyers do have the right to request a return and file an A-to-Z claim if they are unsatisfied with the item or the transaction. While it may feel unfair, this is part of Amazon's customer-centric approach.
- Proof of Delivery: You are correct that sellers cannot always ask buyers for proof of delivery, as the burden of proof often falls on the seller. However, when a buyer returns an item, it is generally expected that the seller should be able to track the return shipment.
- Communication and Transparency: In this case, it seems the lack of communication about the tracking number made it difficult for you to verify the delivery. Better communication and transparency from the buyer could have helped resolve this issue.
- ODR Impact: I understand your concern about the impact on your ODR (Order Defect Rate). While Amazon does take these claims into account, they also consider the overall context and your history as a seller. A single incident may not necessarily have a significant long-term impact if you maintain a strong track record.
My recommendation would be to continue engaging with Amazon support, provide any available evidence, and advocate for a fair resolution. Additionally, consider reviewing your return and communication processes to identify areas for improvement, such as:
- Requesting tracking information from buyers upon return
- Proactively following up on returns to ensure delivery
- Escalating cases with Amazon when you have reasonable evidence to dispute a claim
While the situation may feel unfair, maintaining a professional and constructive dialogue with Amazon and the buyer can help navigate these challenges. The goal should be to find a resolution that balances the buyer's rights with your needs as a seller.
Please let me know if you have any other questions or if there is anything else I can assist with.
Jurgen
Seller_LtCxu1GTO9roo
I just hope the Amazon team doesn't credit my account with ODR. @Jurgen_Amazon
