We have an issue where a customer claims they did not receive the package. It was however shipped to a Canada Post PO Box and the tracking shows that the item was picked up. In my understanding, someone would have to identify themselves at the post office in order to pick up the package which in turn shows proof of delivery.

Order details

Deliver by: Fri, Oct 18, 2024 PDT to Thu, Oct 24, 2024 PDT

Last two tracking updates

Oct. 23 3:14 pm Delivered - Walkerton, ON

Oct. 18 9:08 am Notice card left indicating where and when to pick up item - Walkerton, ON

This shows that the item was delivered before the expected delivery date and was picked up at the post office by the recipient.

The claim was granted instantly and our appeal was denied within 5 minutes with this statement from Amazon

"...In this case, the order should have been received by the buyer no later than October 25, 2024..."

They are justifying the claim by stating it was not received by the delivery date however the tracking shows otherwise. We can only ship a PO Box address using Canada Post and they do not allow any signature options for this. The item is picked up at the post office and this proves delivery. We followed all the rules and delivered on time, I don't think that something like this should affect our account. Just from this one issue our sales are down to almost nothing the past few days. Can someone please look into this?

Thank you

LTL freight carriers are not integrated in Amazon Canada, and we've repeatedly seen buyers file "not received" A-Z claims, even with signature proof of delivery. Despite providing ample evidence, including written confirmation from the carrier and the customer (like in this case), Amazon consistently denies appeals with responses like:

"We have reviewed the buyer’s claim and the information you provided for order xxxxxxx. Although we understand your position, we stand by our decision."

LTL shippers often sub final delivery to local companies so the tracking on the primary shipper's site is not always conclusive, but signed Proof of Delivery should be sufficient. What justification does Amazon have for denying these claims?

It's worth noting that lately Amazon seems more inclined to grant appeals for low-value items, suggesting dollar value may be influencing decisions rather than the facts of the case. Since LTL shipments (e.g., furniture) are typically higher value, they face greater scrutiny. I would be OK with that if Amazon also greater scrutinized high-value claims in the first place

Can an Amazon representative review case 16688616031?

@Seller_7I1InA30aApWy

The customer initially requested expedited delivery, citing their need to leave the country soon. To accommodate their request, we shipped the package via express one-day delivery. According to UPS tracking, the package was delivered directly to the customer, and all communication was conducted through Amazon Messages.

701-4977192-9855426 via ups tid 1Z9Y3A652030860458

Regrettably, despite receiving the package, the customer filed an A-to-Z Claim immediately after delivery. We provided all relevant details and evidence to support our case, but the claim was still granted.

We kindly request a review of this decision based on the evidence submitted. Fraudulent claims like these severely impact small businesses like ours, and we urge you to take steps to discourage such actions in the future.

Thank you for your attention to this matter.