'Delivered to Safe Place' - Consumer Law Trump Card! - Any Advice Please!!
Hi All
Recent experience with a Customer raises a few questions for me, any advice would be appreciated.
A customer placed two seperate orders recently, 4 days apart. Both orders were shipped the same day, sent on a next day service with Evri and delivered the next day but were left in a 'Safe Place'.
We received a message from the buyer on the delivery day of the first order which said 'Where exactly has this been left please?'. So we sent a polite reply advising where it had been left (which was by the side of a wheelie bin) and attached the delivery image. In response the buyer said ''This parcel has not been received. You have 48 hrs from now to resolve otherwise a chargeback will be raised.'' In reponse, we didn't argue with him in any way, just politely asked him if he could confirm that he had checked the location where it had been left, and that the parcel was not there, in which case it must have been stolen and we would refund him. He didn't respond to that and went straight to an A-Z claim which of course Amazon granted but they didn't count against my metrics.
The scond order, the first we heard was a message from the buyer saying '' Again This POD is not compliant with consumer law. Package has to be handed to me unless I have authorised otherwise. Courier to be sent back to locate it.'' We responded again advising it had been left in the same place and attached the delivery image and could he check and advise. He want straight to an A-Z from there which had the same outcome as above.
They were both low value fortunately, however the biggest problem is that he has now left 1 negative and 1 neutral feedback for these orders saying ''poor customer service, poor attitude. My consumer rights are protected by law and overule your personal policies''. This is the biggest issue for me as it obviously affects my performance metrics badly!
So I am wondering what can I do about this and how can I prevent it in the future? I know I won't be able to have the reviews removed becuase they don't meet the criteria.
He is basically saying that under consumer law, if he hasn't agreed to them being left in a specific 'safe place' then the POD's don't count and so he will ask for his money back. He claims they have to be handed to hm personally under the law (unless he has agreed otherwise).
Due to the nature of the products we sell it maybe that he cannot get out of the house due to mobility issues. However, I'm not aware of ever seeing customers delivery instructions on orders on Amazon, is that a thing? I can't see anywhere that we can block a buyer either so that doesn't seem to be an option. I am concerned that if he keeps ordering and the same keeps hapening we could end up with a whole bunch of a-z's and negative feedbacks, or too many order cancellations if we don't ship them.
Appreciate your thoughts
Thanks
'Delivered to Safe Place' - Consumer Law Trump Card! - Any Advice Please!!
Hi All
Recent experience with a Customer raises a few questions for me, any advice would be appreciated.
A customer placed two seperate orders recently, 4 days apart. Both orders were shipped the same day, sent on a next day service with Evri and delivered the next day but were left in a 'Safe Place'.
We received a message from the buyer on the delivery day of the first order which said 'Where exactly has this been left please?'. So we sent a polite reply advising where it had been left (which was by the side of a wheelie bin) and attached the delivery image. In response the buyer said ''This parcel has not been received. You have 48 hrs from now to resolve otherwise a chargeback will be raised.'' In reponse, we didn't argue with him in any way, just politely asked him if he could confirm that he had checked the location where it had been left, and that the parcel was not there, in which case it must have been stolen and we would refund him. He didn't respond to that and went straight to an A-Z claim which of course Amazon granted but they didn't count against my metrics.
The scond order, the first we heard was a message from the buyer saying '' Again This POD is not compliant with consumer law. Package has to be handed to me unless I have authorised otherwise. Courier to be sent back to locate it.'' We responded again advising it had been left in the same place and attached the delivery image and could he check and advise. He want straight to an A-Z from there which had the same outcome as above.
They were both low value fortunately, however the biggest problem is that he has now left 1 negative and 1 neutral feedback for these orders saying ''poor customer service, poor attitude. My consumer rights are protected by law and overule your personal policies''. This is the biggest issue for me as it obviously affects my performance metrics badly!
So I am wondering what can I do about this and how can I prevent it in the future? I know I won't be able to have the reviews removed becuase they don't meet the criteria.
He is basically saying that under consumer law, if he hasn't agreed to them being left in a specific 'safe place' then the POD's don't count and so he will ask for his money back. He claims they have to be handed to hm personally under the law (unless he has agreed otherwise).
Due to the nature of the products we sell it maybe that he cannot get out of the house due to mobility issues. However, I'm not aware of ever seeing customers delivery instructions on orders on Amazon, is that a thing? I can't see anywhere that we can block a buyer either so that doesn't seem to be an option. I am concerned that if he keeps ordering and the same keeps hapening we could end up with a whole bunch of a-z's and negative feedbacks, or too many order cancellations if we don't ship them.
Appreciate your thoughts
Thanks
11 replies
Seller_19xPhE8YgkmxW
Hello Incontinence_Living1,
I can't answer what the Law requires, but post through the letter-box would seem to be proof of delivery (except on Amazon) and that is not handed to the recipient...
If you go to Order Reports / New Orders / Request Report and Download Report the report can have a Delivery Instructions field where Customers' special requirements or instructions may appear
Hope that helps a bit
Brian
Seller_O3Rxhx3FWeyY0
We have had very similar issues in the past. I think some are genuine issues where drivers have put the parcel in open spaces and goods are stolen and i also think many customers are disshonest and keep the product and claim theor money back. We use EVRI and their cheapest service is a leave safe service. You can pay a little more per parcel for Signature Required and this insures the goods as well so you claim off them.
I've had images before now of people in their own doorway, holding the goods and yet they still open a case saying goods not received!
Seller_ZQyopdiwkUHOZ
This is pretty obviously someone trying to abuse what they believe is a loop hole in the law. If you don't want to keep getting stung you can either cancel orders from this person or you can start paying for a signature from the couriers.
Either way, make sure you're claiming with the the courier for the allegedly lost parcels.
Seller_N0kQDKMgwda6y
There are an awful lot of scammers using Amazon as free delivery service. Amazon refuses to do anything about them. But would it really kill them to add a 'block customer' tab ? Like the 'customer' whose only communication with me was ten weeks after i posted him an £80 book was 'I DIDNT GET IT GIVE ME MY MONEY BACK' (amazon gave it to him ) Or the people who left a negative review and asked for a non delivery refund after signing for their items ? Why SHOULD we have to send stuff again to such people ?
