Amazon.com Marketplace and Signature Confirmation

[mugenmidget]

In the days before knowing about A-to-Z guarantees, I would often sell things on the marketplace with the only confirmation being the cost of Delivery Confirmation included in PayPal's shipping program.

But then I started reading up on things and was hearing more stories about A-to-Z claims going in favor of the buyer (most of the time resulting in a refund on the seller's behalf) even if the item was delivered with Delivery Confirmation. This is because DC only shows that an item was delivered, not who it was delivered to, which leaves some room for dispute.

Here's an Amazon.com snippet about it:

Product(s) Shipped with USPS Delivery Confirmation: Tracking Shows Delivery and Buyer Claims Item Not Received
The A-to-z Guarantee team will investigate the dispute. Because U.S. Postal Service Delivery Confirmation does not provide tracking through the mail stream or confirm receipt by the buyer, Amazon may contact the buyer to confirm non- receipt. If no receipt is confirmed, the seller may still be held liable for lack of fulfillment - Amazon will not cover service errors, including loss, theft, or postal/shipping issues. Amazon will, however, continue to protect sellers from fraudulent buyers and A-to-z Guarantee abusers.

And a snippet about Signature Confirmation:

Product(s) Shipped with Signature Confirmation Tracking: Tracking Shows Delivery and Buyer Claims Item Not Received
If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. If signature confirmation does not match the buyer, the A-to-z Guarantee team will deny the claim and ask the buyer to follow-up with the individual that signed for the package. Guarantee claims for packages that are signed for by a freight forwarder or an agent of the buyer (e.g. receptionist, family member) will be denied. However, if an investigation determines that the customer did not receive the order due to a shipping error beyond his or her control, the seller may be held liable. We anticipate that this would be a very rare occurrence.

They also go on to say that Signature Confirmation should be used with "higher-priced items":

Ship higher-priced items with signature confirmation tracking and/or insurance.

Does this perhaps imply that Amazon.com will refund customers on their behalf for cheaper items with "Delivery Confirmation" as proof? If that's not the case, then why would a seller want to use DC (besides to save money)?

It seems like it's a different situation on eBay, where usually Delivery Confirmation is more than enough. I guess I'm making this thread so I can get everyone to share their experiences and insight on the usage of Signature Confirmation vs. Delivery Confirmation as it pertains to the Amazon.com Marketplace.

Also, one other more specific question: if an item is not signed for and is returned to the seller, a refund is not normally automated. In these situations would it be better to refund your buyer, offer them a chance to pay shipping charges for a second shipment, or just relist it? It seems like the first two are way more courteous but I just wondered if anyone here had a similar experience.

Thanks for any and all discussion on this issue, it's appreciated.

 

[Josef]

I haven't done a lot of selling myself, but when I do plan on selling items valued more than $50 I am going to use signature confirmation (on both EBay and Amazon). I am also going to clearly state it in the description and ask the person not to buy/bid if signature confirmation will be an inconvenience. I think insurance for any amount over $50 is also a wise move.

 

[bomber991]

I'd rather go with Insurance than Signature Confirmation. My logic is this. You get insurance on it, buyer claims they never received it, so then I guess you file a claim on it and get your money back. That should work shouldn't it?

 

[MrNEWZ]

Amazon will find in favor of the buyer. Period. Signature confirmation if the item is over $25, otherwise you're stuck.