Amazon delivery

ArbitraryRandom

BevGh said:

the parcel was not left, my issue is nobody at Amazon will discuss this with me now or be willing to check the code the driver put in so I can prove I didn’t give him it. 

Who was the merchant (you bought it ON Amazon, but was it sold BY Amazon or a third party/marketplace seller)?

Have you tried contacting them in writing (not phone) either via the Amazon message system or I believe Amazon's UK address is 1 Principal Place, Worship Street, London EC2A 2FA if you wanted to send a letter. 

If you are confident as to your account, and the seller (who may or may not be Amazon) refuses to engage, then the next option would be a letter before action followed by either chargeback or small claims (both of which will likely result in your account being closed). 

Before that though, you would need to gather your evidence - including any footage from your doorbell. You would get to see Amazon's evidence when they submitted it in their defence of your claim, but it might be covered by a subject access request(?)

You can see how to do a subject access request here: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=TP1zlemejtTn6pwYKS 

HillStreetBlues

m-holland said:

The Amazon Delivery app allows the driver to select a dont know/forgot otp option. 

The app then falls back to the customers last two digits of their phone number to confirm delivery.

As there no mention of this then if a claim was  to proceed I would expect the OP to win.
The OP can rightly claim that the procedure was followed. There is nothing about not giving them your phone number. The phone number was provided to help redelivery as far as OP is concerned.

Alderbank

GrubbyGirl_2 said:

I'm confused.  When the driver walked up to your house did he have the parcel in his hand?  You state he didn't leave the parcel so you must therefore have seen him walk off with it, is that correct?  Surely then if you have video proof he did not leave the parcel then this is a police matter?  

Yes, I think you might be confused.

Many, many times every day drivers walk back to their van quite legally still holding the parcel, following their employer's lawful instructions. Not a police matter.

On the other hand if the parcel contained knives or alcohol and the occupier was under age but you have video that he did leave the parcel, that could be a police matter.

prettyandfluffy

Every time I have had an item from Amazon that requires a code on delivery, I have been notified ahead of the delivery.  Did this not happen in your case? They also send you the code on the day of delivery, so again did you not receive it?

PHK

Alderbank said:

GrubbyGirl_2 said:

I'm confused.  When the driver walked up to your house did he have the parcel in his hand?  You state he didn't leave the parcel so you must therefore have seen him walk off with it, is that correct?  Surely then if you have video proof he did not leave the parcel then this is a police matter?  

Yes, I think you might be confused.

Many, many times every day drivers walk back to their van quite legally still holding the parcel, following their employer's lawful instructions. Not a police matter.

On the other hand if the parcel contained knives or alcohol and the occupier was under age but you have video that he did leave the parcel, that could be a police matter.

No, the video is important. 

Amazon say they parcel was delivered. So IF the OP has video of the driver walking away with the parcel then that is evidence. 

 

sheramber

I get notified of the delivery day when the order is dispatched and the time of delivery shows on the day for all my Amazon orders without a code. 

I can follow the delivery van route on  the tracking. 

Why would you not arrange for someone to be home to accept an expensive delivery if you knew it was being delivered. 

BevGh

I was told the delivery would be 1-2 weeks, I had to be away for work and did get the email saying it would be being delivered in the day and the code but as I was working I didn’t see the email until 3hrs after the “delivery” attempt. I presumed that if nobody was in they would do as they have before and try another day 

RefluentBeans

PHK said:

Alderbank said:

GrubbyGirl_2 said:

I'm confused.  When the driver walked up to your house did he have the parcel in his hand?  You state he didn't leave the parcel so you must therefore have seen him walk off with it, is that correct?  Surely then if you have video proof he did not leave the parcel then this is a police matter?  

Yes, I think you might be confused.

Many, many times every day drivers walk back to their van quite legally still holding the parcel, following their employer's lawful instructions. Not a police matter.

On the other hand if the parcel contained knives or alcohol and the occupier was under age but you have video that he did leave the parcel, that could be a police matter.

No, the video is important. 

Amazon say they parcel was delivered. So IF the OP has video of the driver walking away with the parcel then that is evidence. 

 

I agree with this - this isn’t a legal argument on when risk transfers and if risk can transfer if the parcel isn’t handed directly from courier to the persons hands. The argument is that the courier didn’t deliver the parcel at all. If there is video evidence of the Amazon courier walking back to the van (or at least away from the door) whilst still holding the package then to me that is pretty good evidence the package wasn’t delivered. 

OP you need to review the video footage and ie together what has actually happened. Amazon may not have the OTP that the courier entered available. It would be short sighted of them not to collect it, but I’d they don’t collect that data then they can’t give you something that doesn’t exist. Whatever footage you have you should be willing to share with Amazon - if the driver stole the package then technically (and I may be wrong) the property would still belong to Amazon and they thus have the right ti submit a police report. 

If the driver ‘delivered’ the package by dropping it off on your door step then that is an Amazon training issue/policy issue. At that point it remains unclear if the package (and the risk associated with owning a package - like theft) has been transferred to you. The law is ambiguous (or rather it was written long before these issues were so widespread so needs clarifying). Again, I would try and work with Amazon but go in with evidence that the driver did just drop it off and not hand it to anyone, that the driver worked around the system and acted negligently. If you have video (and audio) then you know what the code given was and what the code should’ve been. It doesn’t really matter what code he put into his device. 

If you haven’t got video/audio then it becomes trickier as it becomes a he said she said situation. Going through the chargeback process with Amazon often leads them to ban your account and black list your address. So it’s better if Amazon voluntarily gives the money back to you. If you paid in a credit card you may be able to go through S75, but that takes time (and I wouldn’t expect to have the money refunded before Christmas). 

GrubbyGirl_2

Alderbank said:

GrubbyGirl_2 said:

I'm confused.  When the driver walked up to your house did he have the parcel in his hand?  You state he didn't leave the parcel so you must therefore have seen him walk off with it, is that correct?  Surely then if you have video proof he did not leave the parcel then this is a police matter?  

Yes, I think you might be confused.

Many, many times every day drivers walk back to their van quite legally still holding the parcel, following their employer's lawful instructions. Not a police matter.

On the other hand if the parcel contained knives or alcohol and the occupier was under age but you have video that he did leave the parcel, that could be a police matter.

I don't agree.  If the video shows him walking up with the parcel and the video shows him walking away with it yet he has confirmed to his employer that it has been delivered, then the driver has stolen it and that is a criminal act and a police matter

born_again

As per other threads. Amazon will want this reporting to police.