Package is delayed but customer want to refund
Hi everyone! I need help please!
Problem: Package is delayed in transit but customer wants to have refund now.
Value: $187.72 in total
Shipping: I purchased label via Amazon system, and shipped on time.
Delayed Time: been 2 weeks and still in transit as current update.
I did explain him about delayed issue due on weather condition as the USPS red hot line notification.
Customer keeps contacting and asking for refund. What should I do now since if I issue the refund, I might lost the item once it is delivered to him lately. Can I ask him to file an A-Z against not-receiving item even though order is not delivered yet. Is there any protection for me? Thank you!
Package is delayed but customer want to refund
Hi everyone! I need help please!
Problem: Package is delayed in transit but customer wants to have refund now.
Value: $187.72 in total
Shipping: I purchased label via Amazon system, and shipped on time.
Delayed Time: been 2 weeks and still in transit as current update.
I did explain him about delayed issue due on weather condition as the USPS red hot line notification.
Customer keeps contacting and asking for refund. What should I do now since if I issue the refund, I might lost the item once it is delivered to him lately. Can I ask him to file an A-Z against not-receiving item even though order is not delivered yet. Is there any protection for me? Thank you!
4 replies
Seller_4zBzdtgCyS9EI
If you used Amazon shipping, shipped on time and received at least ONE scan of the package "in possession" of the carrier within the ship by window, you simple let the customer know that this shipped via Amazon and to please open an A-Z claim.
Quincy_Amazon
Hello @Seller_g1k2jyyXdFTcC
Thank you for posting your inquiry to the Forums.
If you purchase Amazon's Buy Shipping and ship on time (by the ship by date indicated on the manage orders page), you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Please note that there are instances where a claim can be automatically granted in favor of the buyer. These includes cases where you did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages so you want to ensure that you are responding to the buyer in a timely manner. Please also note that if the buyer opens a claim and you choose to refund the customer, this will count against your ODR. This help page provides additional information regarding A-Z Claims for your reference.
In this case, if the item is still in transit to the buyer, you can direct the buyer to open a claim for item not received and subsequently to refuse the delivery (in case there is an attempted delivery during the claims process) so that it is returned to you. You can also reach out to the carrier to have the item returned to you (if the item is still in transit).
Once the claim is received, you want to ensure that you respond to the claim with all of the delivery related details including any messaging from the carrier regarding delay due to weather conditions. This help page provides additional detail on responding to a claim.
Please feel free to provide an update to this thread if you need additional assistance.
Regards,
Quincy_Amazon
