Amazon sending a customer a message to say item lost in post but customer has received their order
Hi, this is my first time posting. This happened on a few occasions where a customer has received a message from Amazon directly saying that their item has been delayed or lost in the post and to contact the seller for a refund.
Honest customers, have messaged me to say, I’ve received my order thanks so it’s not lost. Not so honest customers want a refund and use the Amazon email as proof. I don’t know where Amazon are getting this information from. It has happened to me personally when I ordered an item, which I received and a week later, I got an email from Amazon (not the seller) saying the item has gotten lost in the post and to request a refund. All my orders are shipped by first class Royal Mail and whilst we know that there have been delays in their services (as seen in other topics), genuine customers do get in touch to say that their orders haven’t arrived and we do give them a refund or offer a replacement but why are Amazon messaging the customer to say their order is lost when it isn’t? How would they even know when it was delivered as first class post is not tracked?
Has anyone else experienced this and if so, did you get a solution?
Thanks in advance 
6 replies
Seller_7VbclcPFFRTnc
Unfortunately this was a standard message amazon sent customers starting a few years back when items were sent untracked
How do you mark the orders as despatched in your shipping confirmation is it stamps/franking ?
Seller_rGtEcZnu0JTRD
Unfortunately there is no real solution, assuming you are sending items without full tracking. Royal Mail are known to only scan 90% of packages that are not tracked, and therefore the delivery confirmation does not register, and this triggers the emails to customers.
Plenty of customers then use this to leverage a refund, and if you do not oblige they can just go straight to Amazon and file an A-Z which will get automatically approved.
Royal Mail are as much to blame as Amazon on this one, and until they resolve the issue this will only get worse, you just have to build a little cost into your listings so that you can self-insure against these fraudulent claims, although some will be genuine, as Royal Mail do have quite a good habit of delivering to incorrect addresses.
Seller_2EG6N58tYDYmC
I get this msg from customers several times ( I quite like those customers) but I haven’t received any claims because they see the ‘parcel is on the way or delayed’ message. It’ll be good if that message is removed but I don’t think anyone makes lost parcel claim because they see the msg that says it was not delivered. Not with me anyway.
