Consumer Protection B.C. (CPBC) has imposed penalties on Amazon totaling nearly $20,000 after investigating a complaint from a customer in British Columbia regarding a missing order. The ruling on October 14 found Amazon in violation of the B.C. Business Protection and Consumer Protection Act for not issuing a refund for the undelivered package.
Amazon claimed to have delivered the package to an individual at the customer’s residence, but CPBC insisted that packages must be handed directly to the consumer with their consent. The regulator emphasized the importance of customer agreement in such deliveries, stating that dropping packages at the door or giving them to another person without the consumer’s approval is insufficient.
The case has sparked discussions on accountability when packages go missing after delivery. While many customers report stolen orders by “porch pirates” to the police, this particular customer filed both a police report and a complaint with CPBC. The incident occurred on August 29, 2024, when the customer ordered computer accessories worth $582.75 from Amazon. Despite Amazon’s claim that the package was handed to a resident, the customer and their roommates denied receiving it and requested a refund.
Amazon defended its decision to withhold the refund, citing suspicions of “return abuse” by the customer, who had allegedly sought refunds for three previous orders over the past year, claiming non-delivery. Although Amazon asserted successful delivery of the current order, they lacked photographic evidence to support their claim.
In response, CPBC declared Amazon responsible for proving delivery to the customer and dismissed Amazon’s presumption that a person at the residence accepting the package is authorized to do so. Consequently, CPBC mandated Amazon to pay fines of $10,000, legal fees amounting to $9,369.00, and issue a customer refund of $511.25, deducted from the total order value of $582.75.
Amazon has the option to appeal the ruling within 30 days. As of now, Amazon is reviewing the decision and has refrained from commenting on the matter.