Parcels not delivered - is a chargeback my only option?

[NiftyGreyRaven]

I did an order from an online retailer, to be delivered by Amazon Logistics.

The parcels were marked as delivered by Amazon Logistics (on 10 June) but definitely were not delivered to my address. There is no photo/GPS proof of delivery. I was in the house all day and there was no attempt at delivery, also it would not have been stolen.

Having raised it with the retailer, they are siding with Amazon Logistics since it’s been marked as delivered and that’s apparently enough proof for them. They are asking me to provide proof of non-delivery which I can’t do because I don’t have CCTV at my house and neither do neighbours who would have a view of my house.

I paid with credit card through Paypal luckily, but is there anything I can do other than a chargeback? I have tried to reach out to delivery firms who I think deliver for Amazon here but I’m not getting very far!

It’s frustrating because I’ve only ever had good experiences with Amazon before.

The retailer is responsible for the goods until they are in your hands. You don't have any claim against Amazon Logistics or any other delivery firm. The retailer may have a claim but that is not your problem. If the retailer refuses to provide a refund or replacement, you can make a Section 75 claim against your credit card provider.

You claim off the retailer (or do a chargeback as they are being wrong). They claim off the Amazon Logistics.

It is up to the retailer to prove that you got the delivery not up to you to prove non delivery. They are trying to mess you around hoping that you will go away.

Thanks both - is there anything legislation etc I can quote to them?

The retailer is CRZ Yoga who I understand are a Chinese based company.

The relevant legislation is the Consumer Rights Act 2015, with section 29 covering the fact that the risk stays with the retailer until you are in physical possession of the goods, but I doubt that quoting this at them will get you anywhere. I suspect that your best chance of getting a refund is through your credit card provider.