Your package may be lost. (But it's not)

Hi

We ship low cost items, mostly using Royal Mail’s 48 service. This has ‘tracking’. This is a bit misleading as really what it is is tracked when the Royal Mail scan as arriving in their system. The next scan is as they put the envelope though the letterbox of the customer. It cannot be tracked in between. We use Royal Mail’s (RM) Click and Drop and the RM submit the tracking number to Amazon as part of the notification that the order is shipped. In other words, we do record the tracking number on Amazon.

We are getting a small percentage of orders that Amazon are causing confusion on. The customer receives a message from Amazon that states: 'Your package may be lost. Packages are rarely this late and we’re sorry yours still hasn’t arrived’. The thing is that often the customer has already received the envelope and is perfectly happy, just a bit perplexed. The item in question also shows on the RM site as delivered. This causes us a reasonable amount of time dealing with customers in this situation and makes us look unprofessional.

We have been dealing with Amazon CS but have had no success. I wondered if anyone else had experienced this and had any suggestions?

Thank in advance
David