Item in transit customer wants a replacement
How do you handle as seller when an item doesn't arrive on time and the customer doesn't want to file an a to z claim but wants a replacement shipment instead?
Assuming you shipped the original shipment on time and purchased an Amazon shipping label, etc and the item just doesn't arrive on time. Do you ship the replacement or do you keep suggesting they file an a to z claim?
2 replies
Seller_DdmPiA1p1S2Wu
I certainly wouldn't ship a replacement. I would reiterate that Amazon is responsible for reimbursing them and that to be reimbursed they have to file the A-Z claim and that if they want the item re-shipped they need to place a new order. If you haven't already, send them the A-Z INR template as shown below:
You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund.
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order using a LAPTOP or DESKTOP device:
1. Go to Your Orders.
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Call 888-280-4331 or use Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
Quincy_Amazon
Hello @Seller_CYgVk598XM1p3
Thank you for posting your inquiry to the Forums.
For context, eligible Seller Fulfilled Prime and seller-fulfilled network buyers now have the option to select a replacement for returns that are eligible under the Prepaid return label program should the original item arrive damaged, defective, or materially different. This option will only be offered if the inventory of the original item (in the same quantity and condition) is available in-stock in your Seller Central account at the time of the return request.
To protect you from bad returns, you’ll be able to file for reimbursements via SAFE-T Claim in cases where the condition of the original product is used or damaged by the buyer, or materially different from what was sent to the buyer. Additionally, if the buyer fails to return the original item within 30 days of the replacement order being shipped, you may be eligible for an automatic reimbursement.
Regarding A-Z Claims, when you ship on time (initial scan from carrier by the ship-by date) using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery related claims (as long as you respond to customer inquiries within 48 hours). I have included some help pages below that detail the A-Z Claims process for your review if needed:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Quincy_Amazon
