Item not received Royal Mail
We received message from customer that "items not received, I would like refund"
We used Royal Mail 2nd Class Small Parcel via amazon (non business, so not tracked officially)
However once you enter that square QR code parcel number (starting with 3B-....) it does shot tracking on Royal Mail website and it actually claims delivered with GPS map location.
Can I use this and send to customer as proof of delivery and tell them to fill AtoZ claim and use this tracking as proof if amazon comes back to me? I remember reading somewhere that amazon do not accept this royal mail "delivery confirmation" as its not a tracking number?
Anyone can advice please?
Thank you!
4 replies
Seller_ZJhFeE3tNKzfh
I would advise the customer of the proof of delivery you have.
I wouldn't personally advise that they open an A-Z claim, just see what they come back with. You could still refund.
If it did go to an A-Z, looking at other threads, you would be liable for the refund. You shouldn't have it affect your ODR as you used Buy Shipping. However, most sellers are seeing their ODR still affected. You'd then have to appeal that to get the ODR removed.
Seller_ZVAz3d5lZuGid
As above reply, respond to your customer stating that according to RM website the item has been delivered with corresponding code and GPS. Then wait and see ! - sadly too many customers now know that they can just state not delivered and will get a refund. Do not cave in straight away.
Personally I would never tell a customer to raise an A-z claim.
Seller_TK2OUpwGNKKsN
As others have said, mention that the tracking shows as delivered with GPS co-ordinates. Ask them to confirm their address.
You'd be surprised by how many people don't actually check their own address.
