UPS delivered the customer's package to a wrong address
Customer complained that they did not receive the package. We checked the tracking information, and found that UPS had delivered the package to a different town than the receiver's address. This is a FBM order, the shipping label was purchased through Amazon. We don't understand why this could happen.
We have made full refund to the customer. How can we get back our loss from this incident? Shall we contact Amazon or UPS for a reimbursement?
5 replies
Seller_DdmPiA1p1S2Wu
You already messed up unfortunately. You should have had the buyer file an A-Z Claim and Amazon would have refunded the buyer since you used the Amazon Buy Shipping label. Since you already refunded, though, you are out the money instead of Amazon, and Amazon won't refund it back to you. You can try filing an insurance claim with UPS, but you may run into issues since it was shipped on Amazon's UPS account.
Veronica_Amazon
Hello @Seller_Gq2Rk0R0t2rQ2- In addition to routing the buyer toward filing an A-Z Claim, in the future, you may also look into filing a SAFE-T Claim. You may file a SAFE-T claim for issues related to the cost of the label, refunds against the order, condition of the item, weight of the item, or eligibility of the return or any other dispute with returns (as long as it is not seller initiated refund). You may find more information about this here.
Kindest regards,
Veronica_Amazon
