Consumer Protection B.C. (CPBC) has imposed a penalty of nearly $20,000 on Amazon following an investigation into a complaint from a B.C. customer regarding a missing order. The ruling, issued on Oct. 14, found Amazon in violation of the B.C. Business Protection and Consumer Protection Act for not issuing a refund for the undelivered package.
According to CPBC, Amazon claimed to have delivered the package to someone at the customer’s residence, but CPBC insisted that packages must be handed directly to the consumer with their consent. The case has sparked discussions about accountability in instances where delivered packages disappear, with some customers reporting incidents of theft by “porch pirates.”
In this specific case, the customer reported to both the police and CPBC after ordering a portable dual display and a portable digital data storage unit for a total of $582.75. Despite Amazon’s notification that the package had been given to a resident, the customer denied receiving it and requested a refund.
Amazon defended its decision to withhold the refund, citing concerns of potential “return abuse” by the customer who had allegedly requested refunds for three previous orders over the past year, all claiming non-delivery. While Amazon asserted successful delivery of the current order, they lacked photographic evidence to support their claim.
CPBC emphasized that Amazon bore the burden of proving delivery to the customer and rejected Amazon’s presumption that anyone at the residence who receives the package is authorized to do so. Consequently, CPBC mandated Amazon to pay fines of $10,000, legal fees of $9,369.00, and issue a customer refund of $511.25, after deducting $71.48 paid via credit card from the original order amount of $582.75.
Amazon has the option to appeal the ruling within 30 days, but has refrained from providing any comments on the matter as of now.