Consumer Protection B.C. (CPBC) has directed Amazon to pay nearly $20,000 in penalties, legal costs, and a $511.25 refund to a B.C. customer following an investigation into a complaint about a missing Amazon order. The ruling, issued on Oct. 14, found Amazon in violation of the B.C. Business Protection and Consumer Protection Act for failing to issue a refund for the undelivered package.
The dispute arose when the customer reported that their order had not been received, while Amazon claimed to have delivered the package to someone at the customer’s address. CPBC emphasized that packages should be handed directly to the consumer with their consent, rather than left at the door or given to another individual.
This incident has sparked a debate about accountability when packages are reported missing after delivery. Some customers have fallen victim to theft by “porch pirates” after delivery drivers left packages unattended. In this case, the customer reported the issue to both the police and CPBC.
According to CPBC’s findings, on Aug. 29, 2024, the customer ordered electronic items totaling $582.75. Amazon notified the customer that the package had been handed over to a resident, but the customer disputed this, stating that neither they nor their roommates had received it and requested a refund.
Amazon defended its decision to withhold the refund, citing concerns about potential “return abuse” due to the customer’s history of claiming refunds for previous undelivered orders. Despite Amazon’s claim that the current order was successfully delivered, the lack of photographic evidence raised doubts.
CPBC ruled that Amazon had the responsibility to prove delivery to the customer, rejecting Amazon’s presumption that acceptance by someone at the residence equated to authorization. As a result, CPBC mandated Amazon to pay fines of $10,000, legal fees of $9,369.00, and issue a customer refund of $511.25, with a deduction of $71.48 covered by credit card payment.
Amazon now has a 30-day window to challenge the ruling. When contacted by CBC News for a response, Amazon indicated that it is currently reviewing the decision and refrained from further comments.