Consumer Protection B.C. (CPBC) has ordered Amazon to pay nearly $20,000 in penalties, legal fees, and refunds after finding that the e-commerce giant failed to reimburse a British Columbia customer whose package never arrived.
In its October 14 ruling, CPBC concluded that Amazon breached the Business Practices and Consumer Protection Act by refusing a refund for an undelivered order placed in August 2024.
The regulator ordered Amazon to pay a $10,000 fine, $9,369 in legal fees, and a $511.25 refund to the customer.
Delivery Must Be “Direct to the Consumer”
Amazon maintained that the order — which included a portable dual computer display and a digital storage unit — was “handed to resident” on the same day it was shipped.
However, the customer told CPBC that neither they nor their roommates had received the package.
According to Louise Hartland, CPBC’s spokesperson, “It is not good enough for an online retailer to simply drop packages at the door or hand them to another person if the consumer has not agreed to this.”
“Such delivery may be allowed, but only with the customer’s understanding and consent,” Hartland said.
Amazon’s ‘Return Abuse’ Claim Rejected
Amazon defended its decision by alleging “return abuse” — noting the customer had made three prior refund claims for undelivered items within the year. The company argued it had proof of delivery but provided no photographic evidence.
CPBC ruled that the burden of proof lies with the retailer to show the package was delivered directly to the buyer, rejecting Amazon’s assumption that anyone at the residence was authorized to receive it.
The Refund Dispute
The total value of the order was $582.75, but CPBC subtracted $71.48 that had already been credited to the customer’s card.
Amazon now has 30 days to appeal the decision.
In a statement to CBC News, Amazon said it is reviewing the decision and declined further comment.
Wider Implications for Online Shoppers
The ruling underscores growing scrutiny over delivery accountability amid the rise of “porch pirate” thefts and disputes over non-delivery claims.
CPBC’s decision sets a precedent that online retailers must prove direct delivery or risk financial penalties under consumer protection laws.
