Customer says that her package shows delivered, but it was not delivered. Carrier UPS
Hello. I got message from the customer that her package shows delivered, but it was not delivered. Carrier UPS.
What should I do ?
What should I respond to customer and where and what to write to Amazon?
Thank you
8 replies
Seller_nRFmxiQg4EGrw
Did you buy shipping through Amazon? If so, search for the template to use to advise the customer to file an A-Z for INR (plenty of examples on the forums).
If you did not use Amazon to purchase your shipping, then you will need to refund the customer for the purchase amount, including shipping. You may be able to recover some or all of the amount from the shipper, but that is on you, not the customer.
Seller_4zBzdtgCyS9EI
That means if you don't want to lose money and/or have your account suspended in mo time...try visiting the Amazon seller university.....
Seller_IFRrkIcoHoGF8
I spoke with customer service recently & they advised me that regarding the customer I have 3 options... Option #1= refund the customer.
Option #2= send customer a replacement (at your expense)
Option #3= do nothing & the customer files an A TO Z claim against you & there's consequences.
Now, regarding the missing package and getting the sellers money back, the way THAT works is all packages shipped through amazon using the "buy shipping" button are insured! What that means is if it goes missing AND YOU OPEN A SERVICE REQUEST INVESTIGATION DIRECTLY WITH THE CARRIER ANNDDD IT RESULTS IT WAS THE CARRIERS FAULT, THEN the seller files a claim directly with that post office. When they ask how you bought this shipping , you say "through Amazon ", & then the POST OFFICE/ CARRIER sees amazon insures their shipping, the post office refunds the seller by giving the value of your item back to amazon &then amazon refunds the seller. They advised me to make sure the order ID number is on everything when it comes to filing the claim with the post office. That's how amazon knows to refund you once that money enters amazon.
