Package delivered but buyer says package not received
Dear all,
A package shows as delivered by UPS but the buyer is saying that the package not received. I bought the label from a third party and not amazon. Do I need to refund the full amount. Will Amazon help ? Thank you
13 replies
Seller_E54UocTxGrfq8
Why would Amazon help? You didn’t use their services for buying shipping.
Seller_WbJTIc6vxdply
You can copy/paste the POD UPS provides and send it to them. This usually makes them go away, assuming they’re lying.
Seller_Db9zyt5H73fh0
I have started an investigation with UPS.
Seller_Db9zyt5H73fh0
But will I have to refund if the buyer insist even after POD.
Seller_olet7eVOHxQZd
If you do not have a signature, you may wish to issue a refund before they complain to Amazon. If they do, Amazon will refund in full and you will take a metrics hit.
If you have a UPS account that beats or is close to Amazon’s pricing, then attach it to AZ Buy Shipping. Then you have the best of both worlds. This is what I do.
I actually use both AZ Buy Shipping and Amazon’s Veeqo. If Amazon gives an extra discount on UPS to beat USPS, then I print the label from AZ Buy Shipping. Otherwise, the labels are printed using Veeqo. USPS is billed directly to our credit card and UPS uses our account.
Seller_k2STJEvABGaTY
Why should it matter if a label is not from Amazon? If the carrier shows delivered and the package is not found, a claim should be filed with the carrier and offer a replacement to the customer.
If the cusutomer has genuineally not found the package, he or she will accept the replacement. Or else it is a theft.
Amazon should not encourage such customers.
Seller_IFRrkIcoHoGF8
But your shipping through Amazon. This comes with coverage for INR. If a customer tells you their item did not arrive, and tracking shows that you shipped on time, tell them to file an A to Z with the reason "Item not received".(there are many examples of proper wording if you search the forums) This does two things. Most immediate, it keeps money in your pocket, as Amazon pays the cost, and does not deduct it from your account, nor do they ding your account (as long as you shipped on time!) Long term, and more important to the Amazon community as a whole, scammers who abuse the lenient refund system get tagged as Problem Customers, since filing the A-Z allows Amazon to track them.
