Buyer Signed for Large LTL Freight Package but still disputed the purchase as not received.
Does Amazon have any seller protection for Sellers who ship a large Furniture item (Over $1800) and get a signature on Delivery by a trackable shipping integrated carrier yet the customer does a fake dispute saying they never got the package?
We shipped to the customer at the address listed on the Amazon order. Carrier called to schedule the delivery with the customer and the customer himself signed for the package on delivery. We have Signed Proof of delivery and the driver did deliver to the customer directly at the address listed on the order.
The customer is simply trying to abuse the Credit Card dispute process to get free furniture. AMAZON Case - ID 17439046821
Do we have any other recourse with the help of Amazon? Do we have to pursue the customer ourselves directly?
Thank you
9 replies
Seller_XB0lFaTWAgMqj
Quincy_Amazon
Can you please review this case for us. It seems you investigated a similar issue last year.
Thank you
Seller_i6S8knzW6zU6Z
Hi @Seller_XB0lFaTWAgMqj,
For credit card chargebacks, Amazon's policy is outlined here: Chargebacks help page. You'll find under "Amazon Services Business Solutions Agreement" that sellers are responsible for service-related chargebacks like non-receipt claims.
The good news is you've already followed all the recommended best practices - using Amazon's shipping address, tracked shipping, and signature confirmation for high-value items. This gives you a strong case to present.
Here's what you can do now. The chargeback response process is detailed here: Respond to a chargeback claim. You can respond either through:
- Performance > Chargeback Claims in Seller Central
- Or by replying to Amazon's chargeback email
Time is critical here - you'll need to respond within 7 calendar days. Include all your evidence:
- Shipping date and method
- Tracking information
- The signed proof of delivery
- Documentation of the scheduled delivery with the customer
An Amazon investigator will review everything and present your case to the issuing bank. Just keep in mind this process can take up to 90 days, and unfortunately, the bank's decision is usually final.
I hope this helps!
Best regards, Michael
Seller_SJRMV3s4mNrFA
My suggestion is to contact the shipper and have them contact the area police. Have them make a visit to this scammer.
