Customer received order, but claims it was never delivered = affecting our Order Defect Rate
We recently had a customer claim he never received an order. However we have GPS-tracking showing that it was delivered to his address and we have his signature from upon receiving the order but despite that Amazon supports his claim as "not having received it".
This means our Order Defect Rate % is above the percentage it's allowed and our store is now at risk. We have tried appealing to Amazon with the proof of delivery, but was denied the appeal and will just have to count the PC and the refunded money as a loss – but is there any way to get the Order Defect Rate % back to as it was before (0%)?
The order was noted as delivered and the customer is receiving a refund, which should count for something, or will we just risk having our store closed down because of this?
Customer received order, but claims it was never delivered = affecting our Order Defect Rate
We recently had a customer claim he never received an order. However we have GPS-tracking showing that it was delivered to his address and we have his signature from upon receiving the order but despite that Amazon supports his claim as "not having received it".
This means our Order Defect Rate % is above the percentage it's allowed and our store is now at risk. We have tried appealing to Amazon with the proof of delivery, but was denied the appeal and will just have to count the PC and the refunded money as a loss – but is there any way to get the Order Defect Rate % back to as it was before (0%)?
The order was noted as delivered and the customer is receiving a refund, which should count for something, or will we just risk having our store closed down because of this?
