Where's My Stuff?
Hi
I have received customer complain where royal mail tacking showing its been delivered, but customer wrote below, what should i do?
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: 203-8168728-8847563
Item:
Reason for contact: Where’s My Stuff?
Details: The item tracking shows it has been delivered however the customer is unable to locate the parcel. The customer is still interested in receiving the item, please have a replacement send out only if it can arrive before the end of this week if not please process a refund and notify the customer once the refund has been processed.
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
[link removed]
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Amazon.co.uk
http://www.amazon.co.uk
6 replies
Seller_qZO3ZCjoBXEeL
When did you send out the order/how long ago?
This is a request through customer support which is odd and indicates it might be out of policy.
Seller_hC0hNVDuILaKO
Obviously do not send a replacement as these are not recognized by Amazon and the buyer could still get a refund even after you send a second item.
Seller_EJIX7rqDNQJi2
Amazon does recognise replacements as long as they are sent tracked.
Evidence (I can provide more if requested):
However, since you have a tracking number showing delivery, in your case I wouldn’t send the buyer another item as a freebie.
I would try defending a potential A-Z claim with the tracking and in case of loss, you could send the buyer a Letter Before Action.
