How do you handle "order not received" issues and A-Z claims? Merchant Fulfilled
The majority of our business involves producing custom products for our customers, so most of our orders are shipped FBM through Amazon's Buy Shipping.
We have seen a rise in claims on non-receipt by the customer. Many of them are showing "delayed in transit" or are "trasferred to another carrier" and are indeed never received by the customer. As of right now, we're issuing refunds or re-shipping the product, which is getting quite expensive.
My question is: How do you FBM sellers handle customer service when tracking does not show the item delivered? Do you immediately issue a refund, or do you direct the customer to their Order page to claim "order not received" through Amazon?
How do we recoup our product / shipping expense, or are we just expected to eat it?
Any advice on how others deal with this issue would be greatly appreciated!
4 replies
Seller_nRFmxiQg4EGrw
Have the customer file A-Z through Amazon. Since you are buying your shipping through Amazon, as long as you ship on time, Amazon should cover these claims.
Seller_NbYSGJ8Tehgbv
I use a template. After I sent this template I rarely hear from customers again but for the rare times that I do, I refund those customers.
Hello NAME,
Thank you for reaching out!
I understand you would like an order update. I would be more than happy to assist you!
Your order was purchased on:
PURCHASE DATE
Your ship date was :
SHIP DATE
The postage carrier used was:
POSTAGE CARRIER
Your tracking number is:
TRACKING NUMBER
I have logged onto the United States Postal Service website to check on your order. Your most recent update is:
LATEST TRACKING UPDATE
I understand this is not the case.
Because of this I have filed a lost/stolen report on POSTAGE CARRIER website. We highly recommend you do the same. This helps with the chances that the authorities are included in this situation to help determine if it was in fact a rogue POSTAGE CARRIER employee who scanned this item as delivered when it was not or if this was a case of a stolen package.
Have wonderful day!
NAME OF BRAND
Joey_Amazon
Hello @Seller_EDvFlwzhnQBvI,
Thank you for utilizing the forums!
Take some time to go over the Customer Service for Seller fulfilled orders guidelines. Also if you have a specific issue/order you want to share. I can review and determine how I can best assist you.
Cheers,
Joey
