ISSUE WITH CUSTOMER SAYING ORDER WAS NOT IN SAFE PLACE
Hi guys. just seeing what your opinions are on this.
we shipped an order out, customer messages us back to say they were not home. it was delivered to a safe place which was pictured in the tracking.
we asked them a question about it and they then put this reply
"You are clearly not reading what I send and you clearly don’t want to resolve this as a seller. I have no time to play silly games with you. Read what I have sent you and read it properly and you will see how I got the picture. This issue falls with you as you have chosen Royal Mail as the courier. If you don’t issue me a refund I will have no alternative but to leave an honest review of how you have failed to resolve this issue for a paying customer. I will also have to repost yours and my email replies so your customers can see what problems they will face trying to resolve the issue with you. Issue my refund now please as I haven’t got my items and I have done nothing but comply with you"
instantly from experience it looks like they are trying to have us over on this because you dont just do that . so the item has been delivered but i dont know what to do for the best. i think they have just decided to say they dont have it as they know they could easily get something for free.
interested on some thoughts
ISSUE WITH CUSTOMER SAYING ORDER WAS NOT IN SAFE PLACE
Hi guys. just seeing what your opinions are on this.
we shipped an order out, customer messages us back to say they were not home. it was delivered to a safe place which was pictured in the tracking.
we asked them a question about it and they then put this reply
"You are clearly not reading what I send and you clearly don’t want to resolve this as a seller. I have no time to play silly games with you. Read what I have sent you and read it properly and you will see how I got the picture. This issue falls with you as you have chosen Royal Mail as the courier. If you don’t issue me a refund I will have no alternative but to leave an honest review of how you have failed to resolve this issue for a paying customer. I will also have to repost yours and my email replies so your customers can see what problems they will face trying to resolve the issue with you. Issue my refund now please as I haven’t got my items and I have done nothing but comply with you"
instantly from experience it looks like they are trying to have us over on this because you dont just do that . so the item has been delivered but i dont know what to do for the best. i think they have just decided to say they dont have it as they know they could easily get something for free.
interested on some thoughts
22 replies
Seller_k2X0L9mVRT0pW
Apart from anything else I would report their reply to Amazon as blackmail.
Seller_d8YGbIjNqwFxn
If they take it to an A-Z Amazon will not defend you and will find you liable and deduct the funds from your account. They may not count it against your ODR as you have tracking showing it was delivered.
You can try putting a claim in with Royal Mail if you believe the safe place wasn't safe. For example put on the doorstep in full view of the road. If the customer asked for it to be put in that safe place though you won't get anywhere with Royal Mail
It is extremely likely the customer is trying it on to get a freebie but there is an outside chance it was stolen from the safe place. Also ask them to check any other household members, sometimes they can pick up the parcel and do not tell the recipient.
Seller_ZQyopdiwkUHOZ
If your order defect rate can take an A-to-Z going against you, I would definitely not give in. There's no guarantee they'll make a claim. if they do, it's not certain it will go against you. If it does go against you, so long as you added the tracking details correctly when shipping you shouldn't get the order defect applied. If the defect is applied, in theory you can get it removed.
Going purely by the messages you've shown us, this person should not have this behaviour rewarded.
If they do get a refund, either through a claim or because you decide to give one, then you should definitely claim through Royal Mail. This type of thing is only possible because of their absurd safe place policy and they need to feel the pain for having it when it causes their customers problems.
Seller_tHDZMh56pq7gX
Interestingly I read yesterday that ASOS are now starting to close down accounts of "customers" doing too many free returns and what they say is abusing their fair use policy.
Asos' fair use policy says that it may shut down accounts that have "unusual or suspicious activity", which it says includes "unusual patterns of returns activity" and items being returned that look worn.
Let's hope Amazon follow suit, but let's face it, in ASOS' case, it was ASOS who were losing out and not third party sellers as it is for us. But in my opinion, it's a small step in the right direction for changing customer behaviours.
Seller_540qgZMXuuXdD
"Dear [customer]
Please confirm your full name and address, and I'll ask my Royal Mail account manager to investigate, and I'll then raise a ticket with Amazon.
Kind regards,
[you]"
I find this gets people backtracking.
Seller_AlYpsVHv0gj21
we shipped an order out, customer messages us back to say they were not home. it was delivered to a safe place which was pictured in the tracking.
we asked them a question about it and they then put this reply
Can you post a copy of the message the customer sent to you and the message you replied back to him.
Seller_KoMz4snoA7jfv
This is the culture Amazon are creating. Don’t give me what I want I will leave you negative feedback and put an a-z claim in to get my money back. They know exactly what they are doing and they know Amazon will facilitate this and let them get away with it. Between non delivery and returned items, it has made me hate selling on this platform for many years and it’s only getting worse. They only have the customer confidence as buyers know they can get away with anything
Seller_SnNztJIII3ZP5
Once an item has been delivered to the customer’s property and is subsequently taken from a secure location, it is considered a theft. This matter should be reported to the local police for investigation, with the customer (buyer) being the victim in this instance.We kindly request that the customer contacts their local police department to report the theft and obtain a crime reference number. Should the customer decline to do so, please be advised that we may proceed to report the incident on their behalf. In such cases, the police may reach out directly to the customer and potentially request a statement.We also recommend that the police review recent incidents in the area to determine whether this postcode has experienced similar thefts, which may indicate a local crime pattern.
Seller_K8edOfPu9HEmN
In a lot of cases where we suspect the address (Flats or student accommodation) or the order is of an higher value we attach a "DO NOT LEAVE UNATTENDED" label.
Of course we only use RM, whether this tactic would work with other delivery companies is another matter.
FWIW supposedly when RM do leave in an alleged "safe place" this place would've been under prior agreement with the addressee.
