Amazon Parcel Not Received but Amazon Refusing to Refund/Replace

fiisch

I'm trying to help my sister-in-law who has had a bit of a tricky situation with Amazon which, due to the nature of how Amazon operates, seems impossible to resolve/talk to someone with any authority to apply initiative or investigate properly.

In summary:
- 30/12/2023 - Order placed on Amazon for Ninja Airfryer Dual Zone (£250 approx) as a gift for her mother.
- 06/01/2024 - Item tracking purports item delivered with use of a One-Time Passcode.  No one was home at the time of the claimed delivery (2:54pm), and in fact sister-in-law unaware at this point she'd been issued with a One-Time Passcode.

Amazon customer services are refusing to re-issue or refund the item on the basis it has been delivered with use of a One-Time Passcode, and are therefore claiming it must have been delivered.

She is completely mystified by this - she did not know the OTP, and did not give this to neighbours/similar, so obvious conclusion is that it in fact has not been delivered.  I have Googled and there does seem to be similar instances to this (e.g.: apparently drivers can bypass OTP by entering last 2 digits of customer's phone number, although how they'd get hold of that I don't know...)

We have spoken to Amazon on livechat/telephone but we are going round in circles - offshore call centres where operatives are only able to read a stock response.  I have also emailed complaints mailbox (and cc'ed "Jeff@Amazon.com!"), but no response/acknowledgement received.

Can anyone help please with:

1.  What is the legal position of deliveries with a One-Time Passcode?  Does this satisfy proof of delivery in the same way a signature would do?  (I can accept how this seems from Amazon's perspective, but can categorically assert something within the tracking has gone wrong / driver has managed to play the system in this instance).

2.  Does anyone have a way of contacting Amazon to get an "intelligent" / reasoned response?  Any advice on where to go next?

The only possible escalation routes I can think of is to either request a chargeback (however was bought on a debit card) or escalate with the Ombudsman, although I suspect their resolution will not be quick.

Undervalued

fiisch said:

I'm trying to help my sister-in-law who has had a bit of a tricky situation with Amazon which, due to the nature of how Amazon operates, seems impossible to resolve/talk to someone with any authority to apply initiative or investigate properly.

In summary:
- 30/12/2023 - Order placed on Amazon for Ninja Airfryer Dual Zone (£250 approx) as a gift for her mother.
- 06/01/2024 - Item tracking purports item delivered with use of a One-Time Passcode.  No one was home at the time of the claimed delivery (2:54pm), and in fact sister-in-law unaware at this point she'd been issued with a One-Time Passcode.

Amazon customer services are refusing to re-issue or refund the item on the basis it has been delivered with use of a One-Time Passcode, and are therefore claiming it must have been delivered.

She is completely mystified by this - she did not know the OTP, and did not give this to neighbours/similar, so obvious conclusion is that it in fact has not been delivered.  I have Googled and there does seem to be similar instances to this (e.g.: apparently drivers can bypass OTP by entering last 2 digits of customer's phone number, although how they'd get hold of that I don't know...)

We have spoken to Amazon on livechat/telephone but we are going round in circles - offshore call centres where operatives are only able to read a stock response.  I have also emailed complaints mailbox (and cc'ed "Jeff@Amazon.com!"), but no response/acknowledgement received.

Can anyone help please with:

1.  What is the legal position of deliveries with a One-Time Passcode?  Does this satisfy proof of delivery in the same way a signature would do?  (I can accept how this seems from Amazon's perspective, but can categorically assert something within the tracking has gone wrong / driver has managed to play the system in this instance).

2.  Does anyone have a way of contacting Amazon to get an "intelligent" / reasoned response?  Any advice on where to go next?

The only possible escalation routes I can think of is to either request a chargeback (however was bought on a debit card) or escalate with the Ombudsman, although I suspect their resolution will not be quick.

There is no simple answer to that.

Ultimately if it went to court a judge would have to decide, on the balance of probabilities, who he believes. It would certainly be a point in Amazon's favour but whether it would tip the balance of the case would depend on all of the evidence and who seems to be the most reliable witnesses.

Do Amazon drivers have access to the customer's phone number (perhaps in case of the address being hard to find)? I don't know the answer to that but maybe somebody else does?

You could certainly investigate chargeback options but that would almost certainly lead to the closure of your Amazon account. I am not sure there is an Ombudsman for this type of issue that could make a binding decision. 

Mark_d

My understanding is that shoppers are informed of the passcode by email. But I've also read that the last two digits of the phone number can be used instead.  Maybe a neighbour friend accepted the parcel for your sister-in-law?

Amazon have GPS tracking on their vans.  This information together with their policy of using the passcode might be reasonable proof of delivery however I'd still be surprised if someone could accept the delivery without signature/photographic evidence of delivery.

Personally I've always found Amazon very reasonable when sorting out issue over the phone.  Having said that I've never bought a high value item from Amazon...

MeteredOut

It certainly seems (see quote below) that anyone knowing the last 2 digits of the recipients phone number can end up in receipt of the package. This would not preclude a dodgy driver who had knowledge of the number.

OP, you might have go go down the chargeback route.

PS. Your SIL probably just wants her money back - you can readily get that model (assuming AF500UK) for under £220. It's £209 on the Ninja site today, with free shipping.


https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GXHYX22CS752PLE3

An OTP adds an extra layer of security to your packages.

If an OTP is required, we will send a six-digit, numeric OTP to your registered email address on the package delivery day.

You can also find the OTP:

• By selecting Track Package beside the order in Your Orders on the delivery day.

• By going to the 'Message Centre' and opening the message containing your OTP.

Your OTP is valid until the end of the delivery day.
Read the OTP that you have received to the driver, in person and not over phone or intercom.

Note:

• If you're unable to receive the package, share the OTP or the last two digits of the delivery address phone number with someone you choose and they can receive the package for you in person. We don't recommend sharing the OTP or the delivery address phone number with an unknown person. When no one can receive the package, we will re-attempt the delivery on the next working day.

• Drivers cannot leave packages unattended at the delivery address that requires an OTP.

• Please don't share the OTP with the driver over the phone. If you're unable to take delivery, ask the driver to re-attempt the delivery when you or someone you choose will be at the delivery address.

• If you're not the package recipient or have ordered the item as a gift for someone else, please forward the OTP to the recipient. Please refer them to these guidelines.

fiisch

Mark_d said:

My understanding is that shoppers are informed of the passcode by email. But I've also read that the last two digits of the phone number can be used instead.  Maybe a neighbour friend accepted the parcel for your sister-in-law?

Amazon have GPS tracking on their vans.  This information together with their policy of using the passcode might be reasonable proof of delivery however I'd still be surprised if someone could accept the delivery without signature/photographic evidence of delivery.

Personally I've always found Amazon very reasonable when sorting out issue over the phone.  Having said that I've never bought a high value item from Amazon...

Thank you both - to add, my sister-in-law lives in a (very) remote village on the Welsh border (you know the sort of place that was the inspiration behind the League of Gentleman!), where everyone knows everyone.  My working assumption is that a neighbour/someone nearby took the parcel using last 2 digits of her phone number, but that is only a theory.  It is absolutely maddening as Amazon won't confirm if OTP or phone number used to take delivery, and it seems a less secure but equally onerous method than simply getting a signature...

Hoenir

fiisch said:

 It is absolutely maddening as Amazon won't confirm if OTP or phone number used to take delivery, and it seems a less secure but equally onerous method than simply getting a signature...

While Amazon conduct their own internal enquiries. Makes no sense to divulge any information. 

fiisch

Hoenir said:

fiisch said:

 It is absolutely maddening as Amazon won't confirm if OTP or phone number used to take delivery, and it seems a less secure but equally onerous method than simply getting a signature...

While Amazon conduct their own internal enquiries. Makes no sense to divulge any information. 

That's just it though - they aren't making any internal enquiries.  It's a stock "computer says no" response from anyone we speak to.  I can't even get the people we've spoken to on the phone/live chat to raise a complaint to investigate further.

Hoenir

fiisch said:

Hoenir said:

fiisch said:

 It is absolutely maddening as Amazon won't confirm if OTP or phone number used to take delivery, and it seems a less secure but equally onerous method than simply getting a signature...

While Amazon conduct their own internal enquiries. Makes no sense to divulge any information. 

That's just it though - they aren't making any internal enquiries.  It's a stock "computer says no" response from anyone we speak to.  I can't even get the people we've spoken to on the phone/live chat to raise a complaint to investigate further.

Have you reported the theft to the police and obtained a crime number?  

km1500

I really don't understand how when someone like Amazon implements an excellent system like emailing you a passcode of four digits and then also adding oh by the way if you don't know it then let's just use the last two digits of your phone number instead -  I mean, really.....

fiisch

Hoenir said:

fiisch said:

Hoenir said:

fiisch said:

 It is absolutely maddening as Amazon won't confirm if OTP or phone number used to take delivery, and it seems a less secure but equally onerous method than simply getting a signature...

While Amazon conduct their own internal enquiries. Makes no sense to divulge any information. 

That's just it though - they aren't making any internal enquiries.  It's a stock "computer says no" response from anyone we speak to.  I can't even get the people we've spoken to on the phone/live chat to raise a complaint to investigate further.

Have you reported the theft to the police and obtained a crime number?  

No I hadn't thought of that to be honest, although an interesting suggestion - would they even accept a report of a crime in this circumstance?  I am only surmising a neighbour/delivery driver has taken it - equally, this could be a system/tracking error.

sheramber

Undervalued said:

fiisch said:

I'm trying to help my sister-in-law who has had a bit of a tricky situation with Amazon which, due to the nature of how Amazon operates, seems impossible to resolve/talk to someone with any authority to apply initiative or investigate properly.

In summary:
- 30/12/2023 - Order placed on Amazon for Ninja Airfryer Dual Zone (£250 approx) as a gift for her mother.
- 06/01/2024 - Item tracking purports item delivered with use of a One-Time Passcode.  No one was home at the time of the claimed delivery (2:54pm), and in fact sister-in-law unaware at this point she'd been issued with a One-Time Passcode.

Amazon customer services are refusing to re-issue or refund the item on the basis it has been delivered with use of a One-Time Passcode, and are therefore claiming it must have been delivered.

She is completely mystified by this - she did not know the OTP, and did not give this to neighbours/similar, so obvious conclusion is that it in fact has not been delivered.  I have Googled and there does seem to be similar instances to this (e.g.: apparently drivers can bypass OTP by entering last 2 digits of customer's phone number, although how they'd get hold of that I don't know...)

We have spoken to Amazon on livechat/telephone but we are going round in circles - offshore call centres where operatives are only able to read a stock response.  I have also emailed complaints mailbox (and cc'ed "Jeff@Amazon.com!"), but no response/acknowledgement received.

Can anyone help please with:

1.  What is the legal position of deliveries with a One-Time Passcode?  Does this satisfy proof of delivery in the same way a signature would do?  (I can accept how this seems from Amazon's perspective, but can categorically assert something within the tracking has gone wrong / driver has managed to play the system in this instance).

2.  Does anyone have a way of contacting Amazon to get an "intelligent" / reasoned response?  Any advice on where to go next?

The only possible escalation routes I can think of is to either request a chargeback (however was bought on a debit card) or escalate with the Ombudsman, although I suspect their resolution will not be quick.

There is no simple answer to that.

Ultimately if it went to court a judge would have to decide, on the balance of probabilities, who he believes. It would certainly be a point in Amazon's favour but whether it would tip the balance of the case would depend on all of the evidence and who seems to be the most reliable witnesses.

Do Amazon drivers have access to the customer's phone number (perhaps in case of the address being hard to find)? I don't know the answer to that but maybe somebody else does?

You could certainly investigate chargeback options but that would almost certainly lead to the closure of your Amazon account. I am not sure there is an Ombudsman for this type of issue that could make a binding decision. 

The driver wouldn’t  need to know the telephone number. He probably doesn’t know the OTP either . 

He will enter it on his phone which  will confirm it with the info  held online.