Vancouver — E-commerce giant Amazon has been ordered to pay close to $20,000 in fines, legal fees, and customer compensation after Consumer Protection B.C. (CPBC) ruled that the company failed to prove a customer’s order was ever delivered.
The case began when a British Columbia customer reported not receiving a portable dual computer display and digital data storage unit worth $582.75, despite Amazon’s records showing that the package had been “handed to resident.” The customer filed both a police report and a formal complaint with the provincial consumer regulator.
In its October 14 ruling, CPBC found Amazon in violation of the Business Practices and Consumer Protection Act, concluding that the company did not provide a refund for a package that it could not prove had reached the rightful customer.
“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,” said Louise Hartland, a CPBC spokesperson. “This kind of delivery may be allowed, but only with the customer’s understanding and consent.”
Amazon claimed it denied the refund due to suspected “return abuse,” alleging the same customer had previously requested multiple refunds for missing deliveries. The company also said it believed the package was properly handed over but could not provide photographic or signed proof of delivery.
CPBC rejected Amazon’s defense, emphasizing that the burden of proof lies with the retailer, not the customer. The regulator ordered Amazon to pay:
- $10,000 in administrative fines
- $9,369 in legal fees
- $511.25 in refund to the customer (the remaining portion of the $582.75 order after credit card protections were factored in)
Amazon has 30 days to appeal the decision. In a statement to CBC News, the company said it is reviewing the ruling and declined further comment.
The case highlights growing scrutiny of delivery accountability and consumer rights in Canada, particularly amid rising complaints about missing or stolen online orders — often dubbed “porch piracy.” Consumer advocates say the ruling sends a clear message: online retailers remain responsible for ensuring items reach the intended buyer, not just the doorstep.