Customer has requested a return 3 weeks ago, book still not here.
The customer requested a return which we are fine with processing. That was on 9/7.
1) A UPS tracking # was provided, and the Amazon website somehow says it has "left the facility as of 9/7/24".
2) However, when I track the return on UPS website, UPS has this to say: "Estimated delivery: UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package."
I am not sure how 1 and 2 can both be true. I emailed the buyer who has not responded or answered my questions.
I am not refunding until the book is received here.
What is my next step? Is there an Amazon contact for these situations? Does anyone have some good guidance for me?
Customer has requested a return 3 weeks ago, book still not here.
The customer requested a return which we are fine with processing. That was on 9/7.
1) A UPS tracking # was provided, and the Amazon website somehow says it has "left the facility as of 9/7/24".
2) However, when I track the return on UPS website, UPS has this to say: "Estimated delivery: UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package."
I am not sure how 1 and 2 can both be true. I emailed the buyer who has not responded or answered my questions.
I am not refunding until the book is received here.
What is my next step? Is there an Amazon contact for these situations? Does anyone have some good guidance for me?
4 replies
Seller_nRFmxiQg4EGrw
"Package Left the Carrier's Facility" is Amazon's spurious entry into tracking, that should actually say nothing more than "Label Created". This gets entered into tracking as soon as the label is printed, and has no connection with the reality of the package being shipped.
Don't bug the buyer; don't do anything. Just wait until you get the book back, then issue the refund; or possibly, Amazon will issue the refund on the first REAL scan. But your best hope is that the buyer either decided not to return, or forgot about it, so don't remind or encourage them.
SEAmod
@Seller_OlHS0Nkg7Y3c5
The information provided by @Seller_nRFmxiQg4EGrw is accurate. We are working with the carrier to make sense of the shipping status entry that is causing confusion for our sellers.
