Carrier couldn't contact the customer for the delivery appointment.
Hello there,
I have a question about a particular situation, I sent the package to the customer through Southeastern Freight Lines, the carrier was trying to contact the customer at the number he put on the order, but was unable to contact the customer to deliver the package. The customer contacted us explaining that he had not yet received the package from him and I provided him with the information why based on the carrier's information and requesting a contact so the carrier can get in touch and proceed with the delivery. The customer did not respond to my contact attempt and made an A to Z claim explaining that he did not receive the product. I would like to know how I can proceed in this case?
Thanks in advance for your answer.
Carrier couldn't contact the customer for the delivery appointment.
Hello there,
I have a question about a particular situation, I sent the package to the customer through Southeastern Freight Lines, the carrier was trying to contact the customer at the number he put on the order, but was unable to contact the customer to deliver the package. The customer contacted us explaining that he had not yet received the package from him and I provided him with the information why based on the carrier's information and requesting a contact so the carrier can get in touch and proceed with the delivery. The customer did not respond to my contact attempt and made an A to Z claim explaining that he did not receive the product. I would like to know how I can proceed in this case?
Thanks in advance for your answer.
12 replies
Seller_OvL8C4BJWiuS9
You can try to appeal by explaining the situation (steering them to buyer messages), but in the end, the item wasn't delivered, so they will be refunded. You can contact the carrier and see if you can re-direct the shipment back to you, but that will probably cost you a reconsignment fee.
SEAmod
Hello @Seller_wTq0X3jMpQlkV
Thank you for visiting the seller forums. You should appeal the claim and provide the information you posted here.
Seller_7nAbmJsGfArbc
Sadly, you will lose. Amazon has basically no systems in place for LTL shipments, and it will cost you most likely. Try to fight it, but we've rarely had success.
Seller_aNsixtdBpnLRG
just curious if you INCLUDED both the bogus phone number plus the extra digits PLUS the zip code that the carrier HAS TO ENTER to be able to 'call' the buyer
Seller_uQQJPKq6Ej475
Hi,
I am sure you have already disputed the AZ claim and lost. We only ship LTL and have been abused by the AZ claim system. Even showing proof of delivery call attempts and in some cases proof of delivery. We have even had a couple customers withdraw claims. We have appealed every single one of them and lost every single one of them.
The delivery system is broken with freight shipments and it sucks. Because we are already thin on margins due to the cost to ship these items. With ZERO support from Amazon on these claims we lose a lot of money on shipping and in some cases we also lose the item as well.
I feel for you.. Hopefully this is something that will be fixed soon as it is common sense when dealing with freight shipments and unacceptable on Amazon's part to allow this to happen.
Seller_PTlxYn4jL0UAO
you have no chance.
this happened to me, and the carrier got frustrated after 10 attempts to contact the customer. this included me messaging them 5 times.
after that the customer told amazon that he wanted it for free because of the "moral damages" they encountered.
I had to eat over 1K on the order. never returned, and negative feedback
Seller_hZlWagzEXNMRm
YOU NEED TO FIX THE MESSAGE SYSTEM, ELDERLY DO NOT KNOW HOW TO USE IT AND AFTER AWHILE ON EMAIL ACCOUNTS, AI DETECTS DELETED AFTER DELETED EMAILS AND EVENTUALLY RECOGNIZES THIS AS JUNK OR SPAM TO THEM AND AUTOMATICALLY PUTS MESSAGES IN JUNK FOLDERS ON EMAIL ACCOUNTS AND PEOPLE DO NOT KNOW ABOUT THIS. MAKING YOUR MESSAGING SYSTEM USELESS TO THE NOT EVERY DAY AMAZON USER. THIS CREATES A GAP IN COMMUNICATION. I AS WELL AM PROBABLY GOING TO HAVE TO FIGHT AN A TO Z CLAIM TOMORROW AS THIS CUSTOMER KEEPS MESSAGING ME STATING THAT I AM NOT RESPONDING BUT I RESPOND WITHIN 30 SECONDS AND HAVE LEFT 14 MESSAGES AND STILL THEY ARE NOT RECEIVING THEM. THIS IS A HUGE PROBLEM FOR AMAZON AS THE SYSTEM IS NOT TECH FRIENDLY FOR MOST PEOPLE THAT ARE NOT USED TO USING AMAZON.
