Consumer Protection B.C. (CPBC) has instructed Amazon to pay nearly $20,000, including fines, legal costs, and a $511.25 refund, following an inquiry into a complaint from a British Columbia customer regarding a missing Amazon order. The CPBC ruled on October 14 that Amazon violated the B.C. Business Protection and Consumer Protection Act by neglecting to issue a refund for the undelivered package.
According to CPBC, the customer asserted that the package failed to reach them directly as required, despite Amazon claiming that it was handed to “someone” at the customer’s address. CPBC emphasized that online retailers must obtain explicit consent from customers before leaving packages at their doorstep or with another individual.
The incident has prompted discussions on liability for missing deliveries, with reports of “porch pirates” stealing packages left unattended by delivery drivers. Unlike typical cases where customers involve the police in theft complaints, this particular customer lodged both a police report and a complaint with CPBC.
On August 29, 2024, the customer ordered computer accessories worth $582.75 from Amazon. Although the customer received a notification that the package was handed to a resident, they and their roommates denied receiving it and requested a refund.
Amazon defended its decision to withhold the refund, citing concerns of “return abuse” due to the customer’s history of claiming non-delivery for past orders. Despite Amazon’s claim of successful delivery, CPBC noted the absence of photographic evidence to support this assertion.
CPBC maintained that Amazon bore the responsibility to prove delivery to the customer, rejecting Amazon’s presumption that any resident at the address could accept the package on behalf of the customer. Consequently, CPBC mandated Amazon to pay fines of $10,000, legal fees amounting to $9,369.00, and a partial refund of $511.25, subtracting $71.48 paid via credit card from the customer’s order total of $582.75.
Amazon has the option to challenge the ruling within 30 days. As of now, Amazon has refrained from commenting on the decision, stating that they are currently reviewing it.