Negative feedback because we require signature on our parcel
We received negative feedback because we require a signature on all parcels over $100 this order was for $429 the customer was not home to sign for it UPS transferred to a access point for pick up, customer refuse to pick it up. So we requested UPS to return the parcel back to us and we refunded the customer the full amount we did not even charge them the shipping fee to send the unit to them which we could've by Amazon policy but decided not to.
The customer turns around and gives us negative feedback because we requested a signature, we asked to have this removed Amazon bot refuse we appealed and still denied not sure what we did wrong?
Order number: 113-5993641-6408243
Customer negative feedback: Seller requires signature upon delivery. Some of us work or on vacation when delivery is scheduled. It was sent back to shipper and bought product locally.
Thanks
0 replies
Seller_OvL8C4BJWiuS9
It will not be removed. You could have messaged the buyer and let them know that it would be "signature required". They may have been a scammer looking to get the product and the refund-you never know.
Seller_LImVvUWeyiCfQ
I don't think you did anything wrong. Even Amazon suggests using signature on high-priced items.
Tag a Community Manager or two and hopefully one will stop by to get it reviewed again.
Seller_XSqPquQH4FvW1
All you can do is reply briefly to the feedback, e.g. "We required a signature on this $429 item. Buyer did not want to pick it up & sign for it. Buyer was refunded".
Seller_bgmcNFSQ8G693
They are just upset they cannot scam you now.
Have had customers demand us to "take off signature" Obviously not possible - and would not do it anyways.
Just think - even if the person is 100% honest, the same person complaining about signature will be the same person that cries the loudest when the package is delivered to the wrong place or stolen and would want an immediate refund
I would take negative feedback over losing $429 any day
Seller_WtOwWhtSrFjva
Open a case. Try any way. Try at least twice.
Then post it here and see if a MOD will look at it.
You should not be punished for doing the right thing.
Is it in your shipping policy?
Seller_LozVbcNSprfMf
Reply the Feedback with your explanations on why you required the signature. Such as "It is a high value item .........................................."
Seller_dkvNFPkFjSVLg
Amazon sets an expectation of ease. You made it not easy.
For what reason? You are adding cost and compilation for no benefit. If you use Amazon Buy Shipping, you are protected, so why do this?
In nearly 20 years we have never used signature on high priced items (at your higher than your amount) and never had an issue getting Amazon to cover it if there is a shipping issue or INR claim.
Eat it, as you made the choice to ship this way. Learn from it and move on!
This will not be removed for this reason. The feedback IS rightfully about the experience, and you did something beyond the expected experience to make it negative for the customer.
Trying to foil the scammer who is 1% of your sales by inconveniencing 99% of your customers is not a good business model on this platform.
Seller_Eji6eD6g9EejT
Take the suggestions from other posters and tagged a few of Amazon forum moderators to have them look over the case for you.
If the package got delivered and a buyer filed an A to Z claim or credit card chargeback claim, both will required signature as proof of delivery. You definitely will lose if you didn't put signature required for that $429.
By the way, if you got a "Amazon recommendation" of putting in signature for the order, most likely that buyer has filed repeated claims of "item not arriving".
As in for feedback wise, it depends on the wording. If it is a retaliatory feedback for something, have the messages between you and the buyer ready because that will prove either the case for you... or for the buyer.
Seller_PNwUQLkqFLu1F
You think that you lost here but actually you WON!
Yes, you got negative feedback and yes, you even refunded 100% when you paid for shipping. But you can be almost fully assured that it was a scammer, so this situation saved you $429 of loss.
We also had a situation once when customer was angry about signature but after few emails which said that if buyer won't intentionally accept the package (there were few attempts on tracking proof) and will not sign, he will be held responsible for huge shipping charges because it was heavy and big item. Buyer eventually accepted and signed.
The only reason not to sign is not because buyer is not available - he/she can simply arrange delivery with delivery agent whenever it's convenient. The reason not to sign is to get package left at porch and then fill INR claim.
By the way, if you will break through bots and finally "knock" on right door at Seller Support, I believe that such feedback will be removed when real human investigate the situation.
Seller_onPcoMV1HBgAA
I had that too and I warned them ahead of time. The item was over $100 so I needed to make sure it was safe. They didn't care and gave me negative feedback complaining that it took them longer to get the product. Poor babies.... They just probably wanted to claim they didn't get it and now they had to claim it.
