I will keep it brief,
MFN (non prime) order sent via Amazon Shipping.
Package reaches the local delivery hub to the customer and then no more scans/updates
EDD+7 (last estimated delivery date + 7 days) for this order is 28th November. Which is the this date Amazon Shipping then consider the package lost and will allow a claim for a lost package.
Meanwhile A/Z Claim opened on 24th November and found in favour of customer.
Customer wants the item - and was frustrated at the lack of information available from Amazon Customer services.
We do not think the customer opened the claim or asked for the claim to be opened.
But this a/z has left us a defect (even though sent by Amazon Shipping) and liablity for the refund (£74.00)
we appealed the a/z and received a patronising reply saying we had to despatch orders within 2 days . . . . and the defect stood.
One of the comments on the opening of the a/z claim from amazon customer support was that the order had invalid tracking which is why the claim was being opened - "as all orders had to have valid tracking."
the tracking on the order is correct and shows multiple scans within Amazon Shipping.
