Collect plus have lost my parcel for item I sold on Amazon

tweeteee

I sold a laptop of amazon and bought the Collectplus label with full £300 cover.
However the buyer has come back to me telling me that the parcel is not received and also that the tracking is showing as delivered.

I tried contacting Collectplus who told me its Amazon's responsibility, as apparently Amazon did not purchase signature confirmation. So if the system / driver is saying its delivered then it is not Collectplus's responsibility.

But when I go to Amazon they just tell me its between me and Collectplus, nothing to do with Amazon.

I even had the buyer sign a letter stating its not delivered, and that there is not way it could have been left anywhere safe as they don't have any such area.

Can some one please advice as to what I can do, and also who is actually responsible Amazon or Collectplus ?

Thank you !

hollydays

You might get a better response on the ebay board

soolin

I am a little confused, but assuming you are a marketplace seller and sold a laptop- then the postage of it is between you and the courier and if you needed a signature it would be up to you to sort that out.

However, do Amazon actually require a signature, or merely tracking to the buyer?

wealdroam

soolin wrote: »

I am a little confused...

There's a lot more information in the OP's earlier thread:

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

tweeteee

Thank you all. Just to clarify, I am indeed a market place seller and bought the label through Amazon (they re-sell the Collectplus labels to market place sellers).

Is it right that even though I bought the label re-sold through Amazon, they can stipulate that the contract is between my self and Collectplus.

As a general question, whats happens when a courier company delivers and item and claims it has been left at the premises, but there is no proof of this apart from there word.
In this case, the buyer / receiver's did not even have any slip left informing them of this and also they confirmed that there is no where safe to leave the item. One of them even lives in a block of flat's, which cannot even be accessed without being buzzed in. They also checked with nieghbours and confirmed nothing was left.

soolin

tweeteee wrote: »

Thank you all. Just to clarify, I am indeed a market place seller and bought the label through Amazon (they re-sell the Collectplus labels to market place sellers).

Is it right that even though I bought the label re-sold through Amazon, they can stipulate that the contract is between my self and Collectplus.

As a general question, whats happens when a courier company delivers and item and claims it has been left at the premises, but there is no proof of this apart from there word.
In this case, the buyer / receiver's did not even have any slip left informing them of this and also they confirmed that there is no where safe to leave the item. One of them even lives in a block of flat's, which cannot even be accessed without being buzzed in. They also checked with nieghbours and confirmed nothing was left.

AFAIK Amazon are not acting as a third party is the same way as parcel monkey for instance, they merely divert you to a processing service to buy a collect plus label. However, you may want to query that with them of course. For me it is the same as me buying RM postage via eBay or paypal, my contract remains with RM and I have successfully claimed back for loss from RM.

The other issue is what proof do Amazon need , do they require a sigbpnatureor just tracking? Again I much more familiar with the ebay / paypal system in that for items under £750 I only need to show delivery to claim seller protection.

Obviously though that doesn't mean a seller should not try and assist any buyer with issues, via the delivery service.

A lot of this is probably best answered on the Amazon boards where you will have people with real experience. Or try asking the BG on here to move this across to the ebay board (see my sig) as we do have some experienced Amazon sellers there.

Please don't just start a third thread though as people won't respond if you run the same thread all over the place.

I am incidentally assuming that the tracking shows as delivered as per the OP and that parcel is not lose, but stolen after delivery.

sjbrun

I occasionally have fulfilled by amazon merchant orders go missing.


To get a refund I go to the bottom of any page in seller central, click on contact seller support, pick an option, explain what it is, what was sold and what was sent. Request either tracking or a refund. They usually just refund within 48 hours or so.


However the most ive lost is £38 and no where near your amount.


If I don't get a reply or don't get anywhere I just phone my account manager.


I'm guessing you could try something similar. They are usually very helpful if you open a case.