Can photographic evidence of delivery help a seller win an INR claim?
An Amazon seller posted on the seller discussion boards that FedEx is now taking photos when they leave a package at people's front doors. The seller said it helps tremendously with claims of FBM orders (Fulfilled by Merchant, as opposed to FBA where Amazon ships the order).
"This is absolutely game changing! If you list products FBM and ship with FedEx, they are in the midst of rolling out delivery photos! I have already used this 3 times for customers who claim ONR and it has made each of them go away!
"I currently attach a screen shot of the tracking with the photo since until this rolls out broadly, you have to be a FedEx Delivery Manager user as a customer or log in to your shipper account to see the photos. They are also not taken on 100% of deliveries. But by the holidays, they plan to have this rolled out so that it is showing on all tracking regardless of login status.
"It's a beautiful thing and should help greatly to reduce doing proactive refunds on ONR claims or dealing with A to z claims for ONR. I don't know if Amazon will accept the photo as proof of delivery in an A to z claim, but I'm sure it will help. Anyway, if you ship FedEx, be sure to log into your account when you are tracking and see if there is a delivery photo."
Item not received claims can be damaging to sellers beyond the cost of possibly having to refund the customer - marketplaces track such claims and dish out consequences for those who accumulate "too many" claims.
But not everyone participating in the discussion was convinced that delivery photos would be enough to win a claim, such as the seller who wrote:
"Unfortunately, this is still not proof that the buyer received the package. This is simply proof enough for Fedex to keep you from being able to file any kind of a claim with them.
"Kind of like the Ring videos I've seen with food delivery drivers taking a snap of the food on the doorstep and then picking it up and taking off with it. Customer never received the order, reimbursement would still be necessary.
"...AND finally, don't forget that Amazon still makes the rules for what is considered delivered and not delivered."
Have you ever used the photos that delivery drivers upload to try and fight a claim of non-delivery? Has it been successful on any of the platforms on which you sell? What other challenges do you face when dealing with Item Not Received claims?