Package tracking shows delivered 4 days ago, cusomter says it wasn't
What do we do here? For now I sent him a message, asked him if no family members picked it up from the mailbox, etc. But if he says no, what do we do here? He has to file an A-to-Z ? (The package is ODR protected.) Or what steps he has to file? Is there like a "package lost ask for refund" option that is not A-to-Z? Or something about Safe-T claim?
I'm worrying if he files A-to-Z, Amazon just won't follow it's own rules and hits my ODR anyway...
Anyone with experience could tell me how to handle this situation? It's the first time a tracked package got this way, so I don't know what to do and what to tell my customer...
PS: The customer wants a replacement, but obviously, I would lose money that way, so that's not really an option in this case with the proof of tracking and ODR protection.
Package tracking shows delivered 4 days ago, cusomter says it wasn't
What do we do here? For now I sent him a message, asked him if no family members picked it up from the mailbox, etc. But if he says no, what do we do here? He has to file an A-to-Z ? (The package is ODR protected.) Or what steps he has to file? Is there like a "package lost ask for refund" option that is not A-to-Z? Or something about Safe-T claim?
I'm worrying if he files A-to-Z, Amazon just won't follow it's own rules and hits my ODR anyway...
Anyone with experience could tell me how to handle this situation? It's the first time a tracked package got this way, so I don't know what to do and what to tell my customer...
PS: The customer wants a replacement, but obviously, I would lose money that way, so that's not really an option in this case with the proof of tracking and ODR protection.
0 replies
Seller_Sram36TnVt73c
What shipping service did you use?
If you used USPS tell the buyer you are contacting the US Postal Inspector and they will get with your local post office to locate your package..."If they are unable to help us I will give you directions on filing an A to Z claim for item not received."
Mention of the Postal Inspector often will thwart these scams.
Then go over to the USPS website and file a missing package inquiry under the help tab.
The buyer seller Universe does not recognize replacements so that is not an option.
If you you bought your shipping on Amazon and it was scanned as accepted by the carrier on time you should be protected from any problems with this order.
Seller_OvL8C4BJWiuS9
When you say ODR protected , besides buy shipping do you have AHT and SSA also?
Seller_wbxyCAgoXwhD4
For peace of mind and if the item is expensive opt in for Signature confirmation next time.
Seller_Zs3KMQZ2izIHd
Given the seller's statement, you'll receive no support from Amazon. If you didn't insure it, reimburse the buyer. If he files an A to Z claim and you dispute it, you'll lose.
I've been this road. Unfortunately Amazon's business practices, oftentimes, sanction fraudulent buyer's practices.
Seller_8ESHZD3bXlVUv
If you bought the label via Amazon and it was scanned in transit by the carrier before the ship-by window closes, AND you have a delivery scan you should be fine with an A to Z claim. If the parcel falls within the guiderails set by Amazon to satisfy delivery requirements, you don't have to use Amazon's AHT/SSA settings and you shouldn't have any metric dings either. Don't refund this one yourself, and don't reship - unless your parcel was shipped late or delivered late and you aren't covered (you may want to reconsider at that point).
Here's a template (my own variation) commonly used by various forumites when bouncing a customer to an A to Z:
Thank you for reaching out. We're so very sorry the parcel did not arrive. Looking over the tracking (____(ups/usps)_______tracking number ____________) it looks like your parcel ______(what happened)__________. Because it's been so long without you receiving the parcel, it's possible it is lost. We did make sure to purchase the shipping and parcel insurance via Amazon so you would be eligible to request a refund under the A-to-z Guarantee if something happened to the parcel. Unfortunately it looks like something has, indeed, happened.
Per Amazon guidelines you are eligible for a claim if “You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund.” Unfortunately, Amazon does not allow a second shipment on any order (we checked, and they don't offer this option for us) and as we did purchase shipping and parcel insurance via Amazon for this shipment, this is the next step. We're so very sorry for the disappointment. Here are some helpful instructions on how to file:
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order:
Using a LAPTOP or DESKTOP device, Go to Your Orders.
Locate your order in the list and click Problem with order.
Select “Package didn’t arrive” from the list.
Select Request refund.
Enter your comments in the text box.
Select Submit
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
Call 888-280-4331 or use Amazon’s mobile app to connect to Customer Support
Report that you “did not receive” your order.
Request a refund.
Note: Refund requests can take a week or more to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order. Amazon will display the status of the previously reported problem.
If we can be of further assistance, please let us know and we will do our best to help.
Sincerely,
Seller_nlFz11d3mMLUM
Welcome to Scam-iz-on! You must be new here. This is the oldest trick in the book. If the customer files A2Z then the customer always wins. What I do to keep them from filing is 1.) tell them how sorry you are that they have experienced this issue, 2.) ask them if the shipping address they provided you is correct as you show them the tracking details which shows the parcel's successful delivery and then 3.) tell them you will gladly send them a new package (they always want a refund, but didn't they order the item that they have not received so shouldn't they prefer a replacement rather than a refund?) as long as they decide whether or not their issue is caused by either porch theft or courier error (I mean what else could have caused the issue? Spontaneous combustion?). If they think it was porch theft then their local police should be notified of this problem happening in their community. Do a quick google search for a link to file a report to their police office and provide that link to your customer. Tell your customer as soon as they show you the report that they filed then you will send out a replacement. OR, if they think it was due to courier error then give them the link to file a claim with UPS, USPS, or whichever shipping service you used and tell your customer filing a claim is quick and easy and that if it was indeed their fault they will reimburse you (the seller) in the total sum of the order amount and then you will ship out a replacement. Works every time they typically don't even respond and they don't file a claim.
Seller_CW0P5hgbsiqWX
You forgot the most important factor. Where did you purchase your shipping?
First this is a popular scam on Amazon. The buyer is hoping you do not know what to do and will either send a free replacement or give a full refund. Buyer assumes he has nothing to lose in trying. So, what to do....
1. If you bought the shipping thru Amazon, tell the buyer to go to the purchase page and file a claim. Amazon will handle it for you.
However, if you make a mistake and say you will look into the matter, Amazon considers that you led the buyer on that you WILL Handel the claim. Amazon will let you, and/or refund from your account.
2. If you purchased the shipping off the Amazon site, you handle the claim any way you want, but it will always end up that you will refund sooner or later
Seller_zNpsmNLhUVs00
We’re encountering similar issues with some buyers requesting refunds even though tracking numbers confirm their orders were delivered. This happens almost daily. I believe many of these buyers aren’t being truthful; they claim they didn’t receive their orders despite the tracking clearly showing "Delivered." It appears that many are trying to get both the product and their money back. We’ve just sent screenshots with tracking information that verifies delivery. This level of concern is unprecedented compared to our experiences over the past 10-20 years selling on online marketplaces. The buyers seem to be acting erratically, almost like those on TV during store riots. Very Very Disappointing.
Joey_Amazon
Hello @Seller_qMgi7qxvEo7f1,
Thank you for posting your question here at the forums!
I have a couple of questions for you. Did you use Amazon Buy Shipping Services ? Also, do you mind sharing the Order ID associated with this case ? I would like to review and determine the best next steps for you.
Hope to hear soon from you.
Joey
Seller_723gGEFOsTumY
Good Luck! Our case is worse. It is FBA order, and Amazon still refunds from our pocket. Since it FBA, we are not even able to file Safe-T claim.
