Customer wants to return order but Amazon say it isn't delivered yet

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Seller_nzd3XpaZpr8Gb

Customer wants to return order but Amazon say it isn't delivered yet

It’s a Royal Mail CRL48 so evidently the barcode hasn’t been scanned on delivery (…quelle surprise). However the customer has rather honestly messaged us to advise that the item DID arrive and that they want to return but because Amazon says the parcel still hasn’t arrived they can’t open a returns case.

They have contacted Amazon CS who have just forwarded them to me. I’ve told them to hang on but it’s 4 days later and still nothing. They are understandably frustrated and presumably will end up with an approved AZ claim if this carries on.

Any suggestions?

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Seller_ZrQt8Lko8zuBj

Has the “Deliver by” date already passed?

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Seller_09KaA3XjqoUPw

cant you just give them the return address and ask to send tracked or send them a return label if its a free return ?

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