Package lost in transit, sent another one, client received two packages
Hello Amazon Seller Society!
I’ve got a question - we had some problem with courier company which lost few of our products in transit - we knew that there is a problem so we sent another ones to the clients so they would not be dissapointed. They have received them, and after around one month time they received them for the second time - the ones that has been lost in transit. Is there any option to ask politely these customers so they will return these items to us? Of course shipping costs are on us, but tbh we don’t know if it collides with some of Amazon policies as it is over 30 days after purchase and client wouldn’t be able to query a return via amazon.
Thank you very much for your help.
6 replies
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Of course there is nothing preventing you from politely contacting your buyers demanding the replacement items to be sent back, but keep in mind that doing so could result in issues such as a negative feedback.
It sounds like you were the one who decided to ship the free items on your own, without the buyers demanding this. So I don’t think it’s right to expect they will be cooperating with you to send you everything back.
Personally, I experienced cases where my own shipments were lost by the carrier and I immediately shipped replacements after learning about the problem. And despite the buyers then received duplicate orders, I didn’t demand anything back as it was my fault and my own decision to proactively replace the supposedly lost orders.
