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How do I handle a package stolen after delivered
PO tracking shows package was delivered. Customer says it is not in their mailbox or on the porch. She wants a replacement. Is that my responsibility? What should I tell her to do?
2 replies
Seller_T0Ru1joKYGC15
The same thing happens nearly every month. You can do nothing except you paid for signature service.
Tatiana_Amazon
Hi @Seller_adg3SwScXwbEw,
Tatiana from Amazon here -- I'm just coming across your post.
As the shipper of record, sellers are typically responsible for any issues that may arise with delivery, such as lost items or items damaged in transit.
Typically when a customer claims an item was not delivered, they may qualify to file an A-to-Z claim if a return is not processed or a replacement is not provided, which can affect you ODR. And although carrier tracking may show delivered, this likely will not be sufficient during the appeal process of a claim.
However, if you utilized Amazon Buy Shipping for the purchase of your shipping label and shipped the product by the Ship By date, then you may qualify for protection against an A-to-Z claims such as this.
Furthermore, as @Seller_T0Ru1joKYGC15 stated, you can also request signature upon delivery to further protect you against an A-to-Z claim.
I would suggest reading through this help page on preventing A-to-Z claims for more information on how to avoid them and any issues that may come with "item not received" return reasons.
Let me know if you have any questions on this. I know the policy can a bit confusing at first.
Tatiana
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