Amazon buyer claiming item not received, but tracking confirms it is

tweeteee

My partner sells on Amazon and has good standing. Recently started using the purchase label from amazon feature, as we had already been using one of the courier (CollectPlus) my self and directly buying the same service at same price from the CollectPlus website.
When the labels where bought, the same cover, pricing and descriptions where given as the web site, and also it stated clearly on the buy screen.


Confirmation Services:

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[X] Delivery confirmation (+£0.00)
Delivery Confirmation provides tracking information to the buyer and confirms the date and time of delivery. Signature Confirmation confirms the order was received and helps protect orders from A-to-z Claims filed for non-receipt.

Optional cover for loss or damage:

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[£300]
Offered by your selected third-party provider. Leave this field blank if you don’t want to purchase.


However today have received two different buyers complaining that there items have not arrived, even though when we look at the tracking info on the order via Amazon and even via the CollectPlus web site, it says the items have been delivered.

Having asked Amazon and they suggested calling Collectplus, which we did find odd as bought the labels from Amazon, but none the less thought if its the quickest way why not. However when spoke to CollectPlus they told me that the items had not been purchased with the Signature option and they cannot discuss the cover either with me. And unsurprisingly told me its Amazon who buys the labels ultimately form them so its up to them and they cant and should have to help me in this regard.

Went back to Amazon seller support via phone and they kept insisting that its a private matter between me and the courier.

My partner did raise the question on the Amazon seller forums but only response there was that it says it includes "Delivery confirmation" but not "Signature Confirmation". But even if that is the case, is it not that by putting in the Signature confirmation text in next to the "Delivery Confirmation", they are misleading or have mis-represented the service purchased ?

Please help, as the two items are of a combined value of nearly £700 and equivalent to nearly an entire months worth of our sales profits

GreatBeyond

Did the advisor at seller support definitely know what the situation was with the labels?

I only say that because it sounds like it could potentially be a case of the person not understanding about labels being bought from Amazon and are acting the way they would if you had arranged the return on your own.

Generally though if tracking shows delivered/collected or whatever will Amazon usually not side with the seller?

tweeteee

Oh absolutely, I made it very clear I bought the labels from Amazon, and also I chose the extra £300 cover for loss and damage too. I even sent the customer representative a screen shot of the label buy screen with the text.

After much stressing the rep did eventually say they are taking it away to speak to another team / specialist on the subject. Am thus awaiting a response from them.

But from the way I had to battle for the rep to even taken it on board, I am feeling really open and more so at the mercy of Amazon to decide what they deem as acceptable.

Was hoping for advice of what a knowledgeable person what is my rights given the above wording and way they have represented there label purchase to me. Am I legally in the right ?

tweeteee

Can anyone please advise on this, even how I am best to go about ? Especially who it is best escalating this, collectplus or amazon.