We have sent out six orders of a map/poster to various addresses in the UK for purchases made by one customer between the 9th of September and the 17th of November. The customer has put in three A-Z claims for three of the orders saying they weren’t received. The orders are relatively small in value so we send them out by Royal Mail second class post so aren’t trackable.
We send orders out daily to a large number of people with no problems so I am surprised that three maps have not reached their destination. I have tried to contact the customer to resolve the issue without success. My main concern is that this has resulted in a 1.44% account defect rating and the message I am receiving from Amazon is that our account is now “at risk” and could result in our suspension. Everything else about our account is good - we have a 99% rating, great feedback etcetera etcetera.
Is there anything I can do to improve the situation and should I be worried about the message I am receiving from Amazon? Any help or advice would be very much appreciated.