Package delivered late - false claim by a customer
I have a customer that purchase an item from me on: "Purchase date: Tue, Oct 10, 2023, 3:04 PM PDT", and paid for a regular delivery, with an Amazon promise delivery date of "Deliver by: Wed, Oct 18, 2023".
I shipped the package next day on 10-11-2023 and the package was delivered on "Fri, Oct 13, 2023, 8:49 AM PDT Package delivered.", way ahead of the promise date.
Yesterday on Oct 15th, I received an email from Amazon on behalf of the buyer stating that the customer want the shipping cost refunded as the package was delivered late ??? : "Reason for contact: Cx is asking for the shipping charges refund as the package was delivered late." (Cx is the customer)
Since this email was sent 3 days before the promise delivery date, I start feeling that this may be followed by a A-Z claim and I'm trying to protect myself from it, if possible.
The shipping was purchased through Amazon and USPS tracking mention delivery date on Fri, Oct 13, 2023.
Did you had this kind of experiences and what do you advise me to do to try to protect myself in case of a claim?
Package delivered late - false claim by a customer
I have a customer that purchase an item from me on: "Purchase date: Tue, Oct 10, 2023, 3:04 PM PDT", and paid for a regular delivery, with an Amazon promise delivery date of "Deliver by: Wed, Oct 18, 2023".
I shipped the package next day on 10-11-2023 and the package was delivered on "Fri, Oct 13, 2023, 8:49 AM PDT Package delivered.", way ahead of the promise date.
Yesterday on Oct 15th, I received an email from Amazon on behalf of the buyer stating that the customer want the shipping cost refunded as the package was delivered late ??? : "Reason for contact: Cx is asking for the shipping charges refund as the package was delivered late." (Cx is the customer)
Since this email was sent 3 days before the promise delivery date, I start feeling that this may be followed by a A-Z claim and I'm trying to protect myself from it, if possible.
The shipping was purchased through Amazon and USPS tracking mention delivery date on Fri, Oct 13, 2023.
Did you had this kind of experiences and what do you advise me to do to try to protect myself in case of a claim?
2 replies
Seller_q5udOJ80okR7U
You should be in the clear since all the delivery scans are well before the expected delivery date. Usually a customer will file AtoZ if a package is marked as delivered but never actually delivered (ie. someone stole it).
Since they've contacted Amazon about a "late delivery", that would mean they did indeed receive the package and the delivery scans show it's ahead of schedule.
I'd simply respond with something like "Thank you for letting me know. Unfortunately, the delivery scan shows this item was delivered on xx which is ahead of the expected delivery date of xx, so we're unable to refund the shipping costs".
I'd be more concerned about AtoZ if they contacted you a week or two after the expected delivery day saying they never received it.
Rose_Amazon
Hi @3d_Corner_Store,
Thanks for the post. @Dunizen provided some sound advice for you.
See below for one of the eligibility elements for AtoZ Claims:
You haven't received your package.
Three days have passed since the latest estimated delivery date
OR the tracking shows a delivery confirmation (whichever is sooner)
AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.
Keep us posted on the outcome.
Best regards,
Rose_Amazon
