Help a Customer File for Replacement

Hello all

In the past, we've received emails from Amazon asking us to ship a replacement item for a buyer whose package was lost by USPS. We reshipped as requested, the customer received both, they kept both, Amazon lied and said we'd be reimbursed, we posted here and the general consensus was we are stupid and should not have reshipped unless the customer jumped through all the correct hoops. Lesson learned.

So here we are again, USPS lost the package. Buyer emailing asking me to reship. We are absolutely not reshipping without proper hoops. Here's the customer exchange:

Customer: Package still has not arrived with any current update. Checked with USPS but still no current update on delivery of item

My response: I apologize, it looks like they have lost it. I will file a claim, please go to "My Orders" and request a replacement. We'll send it as soon as we receive the request.

Customer: I am not sure where I can request a replacement in my orders, i don't see a option. When I go to the order and go to return/replacement there is no option for product never received and if I pick product missing it asks to send product back, but item is lost and never received

My response: I am not sure, you'll need to contact Amazon customer service and ask them how to do it. I apologize, they have a process and I'm not sure the process.

Customer: See pictures, no option for replacement, only return

Then an email from customer service: Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: B0CDQTL9MF

Order number: 111-6867814-7063443

Return requested: No

Reason for contact: Hello, the customer is having an issue with a lost package. The customer nor us Amazon support does not have an option to process a replacement from our end since this item is coming from a third party seller. You need to send a replacement directly from your end, as we don't have any option.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

My response: Greetings Amazon

We have asked the customer to formally request a replacement item via Amazon. We do not own Amazon, so we do not know the procedure.

We are begging Amazon to help this customer formally request a replacement. We cannot send a replacement until a formal request is made.

In the past, we have reshipped without this step, and Amazon allowed the buyer to keep both packages without paying for the second package.

When we asked Amazon about this, Amazon advised that we are NOT to send replacements unless the process is completed properly. So we absolutely will not reship this item unless Amazon teaches the buyer how to formally request a replacement.

If Amazon will not assist this buyer with the replacement request process, we cannot help them. Please, Amazon, help your customer use your system. You absolutely know this is a requirement and I don’t work for Amazon so I am not trained in how to help your customer.

So can anyone point me to the absolute simplest instructions to teach this buyer how to request a replacement, or should I just ignore them at this point since I refuse to be stupid a second time and ship a replacement without a formal request from Amazon. The kind of request that ends with us being paid for both shipments if the buyer receives and keeps both.