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Signature confirmation recommended
Last week I received an FBA order for a $130 product I've sold thousands of times over the past 2 years. But this particular order came with a message from Amazon that said, "Signature Confirmation Recommended." I've never seen that before.
I'm not sure why this order was special but I paid the extra bucks for signature confirmation and sent it on its way. My *hunch* is that the customer had a history of excessive returns but really, i have no idea.
Sure enough, a few days later I get a message from the customer that the package never arrived. I checked the tracking and signature, did a little free online sleuthing, and discovered that it had been signed for by a relative of the recipient. So I was able to relay that very specific information to the customer, who was of course "outraged" that I would not refund the sale in full.
I told her to contact Amazon Customer Service as I could not help her -- betting that she wouldn't do that because she knows her abusive history. That turned out to be correct, as she continues to contact me and apparently won't reach out to Amazon. She also has not written a negative review.
So two questions:
1. I continue to answer her messages by sending a copy/paste of my original response. (Learned that technique from seller support!) Should I report the messages if they continue? I haven't yet because I worry that someone in SS will actually give her the refund.
2. Does this experience square with other sellers who have seen that Shipping Confirmation Recommended message?
29 replies
Seller_Hi7wbO2Kbo6bl
I assume you must mean an FBM order, not FBA?
When someone keeps ignoring you and repeating a demand, send a final message with a simple recap of your instructions and end with something like "Since we have offered our best instructions, we will now consider this matter closed and will not respond further."
Seller_4zBzdtgCyS9EI
I only got that message once. Sent it without signature confirmation because it wasn't super expensive. had no issues.
Seller_1ZjQmvBmVkYSs
I ignore those messages for signature and use buy shipping. Let Amazon refund the buyer out of their own pocket. Why should I have to front the cost?
Seller_z1JDNz6de1lqc
Our guess is that means this is a really really scummy customer who always has issues so instead of kicking them to the curb they want you the seller to spend more money on shipping to this customer half the time we just cancel the order as we do not wish to deal with this crap.
Seller_wnc1pjYEF5ZqF
I'd be weary of doing that. If you don't answer their further replies within 48 hours, a claim can be auto-granted against you.
Seller_wnc1pjYEF5ZqF
If an INR claim comes in from a "Signature Recommended" order, Amazon may try to use that as an excuse to weasel out of it's Buy Shipping coverage obligation.
Seller_ToPPYvOWlyp9j
Sometimes I think I'm the queen of sig. con-we use it a lot!
For Freight Forwarders/Aggregators; "Scummy"(I like @D_R Lineups' term!) drop-shippers or bookjackers or expensive/rare titles(the latter we inform the buyer via Amazon's messaging system. The rest, we don't).
I say go with your gut!
We've only had one customer over the years who said they'd cancel if we shipped sig. con. None who gave us a neg FB for using it. If inexpensive, we use AMZ shipping alone(we don't usually use it)-at $130, we'd spend the extra $3.50-particularly if TPTB are suggesting it. If you have issues w/ the delivery and don't use SC, contact USPIS-they're great!!
Seller_BE3xPpZWhTS9Z
UPDATE: I followed the advice from @Seller_Hi7wbO2Kbo6bl and sent a "final" response. The customer did file an A2Z but I won it.
Not sure if the customer was ultimately refunded or not. I sure hope not.
Seller_dSbmiRgFdRA1S
Does anyone know how we "Buy shipping" if we are a drop ship program and our supplier ships?
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