Customer says it never got delivered, USPS tracking shows it did
What exactly is the policy for this situation? Am I suppose to just believe a customer didn’t receive the item when the tracking shows delivered?! Am I suppose to refund/ship out another? This is such a cost factor.
How does this even happen?
Shipping was bought via buy shipping box on Amazon.
173 replies
Seller_d7Z0MKOJalf7S
There are literally hundreds of posts here with this exact question. (You have been here long enough to have seen many of those posts)
There is no need for another one.
Look at some of them for answers.
Seller_xuNiUdaGYf8sp
I don’t know how it happens, but this has happened to me too. Amazon told me that showing it as “delivered” was not sufficient since it doesn’t give an exact address it was delivered to, or signed by someone. So I had to refund the customer. This was not for a SFP order, it was for a FBM order that happened last year.
Seller_JL6HfmnayP6jw
Marked as delivered by the post office many times does NOT mean itr has been physically delivered, just that it has been scanned as its loaded into the truck, it may show up in a few days, or it could have been left with a family member. also USPS GPS tracks the packages now, 9 times out of ten i mention this, have the customer wait a few days, then mention i can file a mail theft claim for them…BINGO the package mysteriously appears, do not be so quick to refund.
Seller_EYDMYOUf3ss7D
You don’t have to ship another item as you mentioned (which is also against Amazon Policy) neither refund a single penny in your case, if you did get the shipping label by using Amazon Shipping Services there is nothing to worry about, if the item shows Delivered and the customer claims Item not received just send an email to the customer through the Amazon message service and explain to them that in this cases when Customers claim Item not received and shipping was bought using Amazon’s shipping services Amazon is the one handling all those claims, it’s their policy and you can share it with your customer. Nothing to worry about. If somebody tells you otherwise either they did not use Amazon to get the shipping label or they don’t know the Policy wrote by Amazon where they said they will cover those cases…
Happy Sales
Seller_IzcPAaHw3N7Fx
The other day on FOX news it showed a Possum walk up onto a person’s porch and take a drink of water from the Cat water bowl. Then as the possum was leaving it walked over to a package that had been left leaning on the front porch and grabbed it and took off with it. Funny. Turns out it was a pair of shoes that the person had ordered and he never found them. So I assume the package was scanned as delivered and yes the GPS tracking would show it was delivered, but? Not a porch “Pirate” but a porch “possum”.
Seller_jJwW8TcZFvvKf
“This order is not eligible for SAFE-T claim. Only VAS orders, Easy Ship orders and MFN Prepaid orders are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details.”
Seller_ujScHTwvcsrwf
first line of defense:
If you used USPS:
Hello!
I am sorry to hear you have not received your package. If we can not track your package down I will refund your money for this order. We request that you check some things on your end first:
Please verify this is your current mailing address because this is the address on the order.
XXX XXXXX
XXXXX Drive
XXXXX, XX X0X0X
Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! I’ve done it to myself!
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.
In the meantime, I will file a loss report with the US Postal Inspector. Sometimes they are helpful in finding missing packages within the postal system, especially when the local post office is claiming to have delivered your package. If they are unable to help us, I will refund your money.
Thank you for your patience!
XXXX XXXX XXX
Seller_ftSlnIeTTX0Cs
Search “Help” on
Buy Shipping
If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_9G9p8bhiCnQub
Tell the customer to ask neighbors to see if someone kept the item aside for them. This has worked in dozens of cases for us. The customer found the item and thanked us for our patience.
Seller_awYU0oH8skccg
No One Knows.
Yes.
Yes. &
No One Knows…
Customer says it never got delivered, USPS tracking shows it did
What exactly is the policy for this situation? Am I suppose to just believe a customer didn’t receive the item when the tracking shows delivered?! Am I suppose to refund/ship out another? This is such a cost factor.
How does this even happen?
Shipping was bought via buy shipping box on Amazon.
Customer says it never got delivered, USPS tracking shows it did
What exactly is the policy for this situation? Am I suppose to just believe a customer didn’t receive the item when the tracking shows delivered?! Am I suppose to refund/ship out another? This is such a cost factor.
How does this even happen?
Shipping was bought via buy shipping box on Amazon.
173 replies
173 replies
Seller_d7Z0MKOJalf7S
There are literally hundreds of posts here with this exact question. (You have been here long enough to have seen many of those posts)
There is no need for another one.
Look at some of them for answers.
Seller_xuNiUdaGYf8sp
I don’t know how it happens, but this has happened to me too. Amazon told me that showing it as “delivered” was not sufficient since it doesn’t give an exact address it was delivered to, or signed by someone. So I had to refund the customer. This was not for a SFP order, it was for a FBM order that happened last year.
Seller_JL6HfmnayP6jw
Marked as delivered by the post office many times does NOT mean itr has been physically delivered, just that it has been scanned as its loaded into the truck, it may show up in a few days, or it could have been left with a family member. also USPS GPS tracks the packages now, 9 times out of ten i mention this, have the customer wait a few days, then mention i can file a mail theft claim for them…BINGO the package mysteriously appears, do not be so quick to refund.
Seller_EYDMYOUf3ss7D
You don’t have to ship another item as you mentioned (which is also against Amazon Policy) neither refund a single penny in your case, if you did get the shipping label by using Amazon Shipping Services there is nothing to worry about, if the item shows Delivered and the customer claims Item not received just send an email to the customer through the Amazon message service and explain to them that in this cases when Customers claim Item not received and shipping was bought using Amazon’s shipping services Amazon is the one handling all those claims, it’s their policy and you can share it with your customer. Nothing to worry about. If somebody tells you otherwise either they did not use Amazon to get the shipping label or they don’t know the Policy wrote by Amazon where they said they will cover those cases…
Happy Sales
Seller_IzcPAaHw3N7Fx
The other day on FOX news it showed a Possum walk up onto a person’s porch and take a drink of water from the Cat water bowl. Then as the possum was leaving it walked over to a package that had been left leaning on the front porch and grabbed it and took off with it. Funny. Turns out it was a pair of shoes that the person had ordered and he never found them. So I assume the package was scanned as delivered and yes the GPS tracking would show it was delivered, but? Not a porch “Pirate” but a porch “possum”.
Seller_jJwW8TcZFvvKf
“This order is not eligible for SAFE-T claim. Only VAS orders, Easy Ship orders and MFN Prepaid orders are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details.”
Seller_ujScHTwvcsrwf
first line of defense:
If you used USPS:
Hello!
I am sorry to hear you have not received your package. If we can not track your package down I will refund your money for this order. We request that you check some things on your end first:
Please verify this is your current mailing address because this is the address on the order.
XXX XXXXX
XXXXX Drive
XXXXX, XX X0X0X
Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! I’ve done it to myself!
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.
In the meantime, I will file a loss report with the US Postal Inspector. Sometimes they are helpful in finding missing packages within the postal system, especially when the local post office is claiming to have delivered your package. If they are unable to help us, I will refund your money.
Thank you for your patience!
XXXX XXXX XXX
Seller_ftSlnIeTTX0Cs
Search “Help” on
Buy Shipping
If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_9G9p8bhiCnQub
Tell the customer to ask neighbors to see if someone kept the item aside for them. This has worked in dozens of cases for us. The customer found the item and thanked us for our patience.
Seller_awYU0oH8skccg
No One Knows.
Yes.
Yes. &
No One Knows…
Seller_d7Z0MKOJalf7S
There are literally hundreds of posts here with this exact question. (You have been here long enough to have seen many of those posts)
There is no need for another one.
Look at some of them for answers.
Seller_d7Z0MKOJalf7S
There are literally hundreds of posts here with this exact question. (You have been here long enough to have seen many of those posts)
There is no need for another one.
Look at some of them for answers.
Seller_xuNiUdaGYf8sp
I don’t know how it happens, but this has happened to me too. Amazon told me that showing it as “delivered” was not sufficient since it doesn’t give an exact address it was delivered to, or signed by someone. So I had to refund the customer. This was not for a SFP order, it was for a FBM order that happened last year.
Seller_xuNiUdaGYf8sp
I don’t know how it happens, but this has happened to me too. Amazon told me that showing it as “delivered” was not sufficient since it doesn’t give an exact address it was delivered to, or signed by someone. So I had to refund the customer. This was not for a SFP order, it was for a FBM order that happened last year.
Seller_JL6HfmnayP6jw
Marked as delivered by the post office many times does NOT mean itr has been physically delivered, just that it has been scanned as its loaded into the truck, it may show up in a few days, or it could have been left with a family member. also USPS GPS tracks the packages now, 9 times out of ten i mention this, have the customer wait a few days, then mention i can file a mail theft claim for them…BINGO the package mysteriously appears, do not be so quick to refund.
Seller_JL6HfmnayP6jw
Marked as delivered by the post office many times does NOT mean itr has been physically delivered, just that it has been scanned as its loaded into the truck, it may show up in a few days, or it could have been left with a family member. also USPS GPS tracks the packages now, 9 times out of ten i mention this, have the customer wait a few days, then mention i can file a mail theft claim for them…BINGO the package mysteriously appears, do not be so quick to refund.
Seller_EYDMYOUf3ss7D
You don’t have to ship another item as you mentioned (which is also against Amazon Policy) neither refund a single penny in your case, if you did get the shipping label by using Amazon Shipping Services there is nothing to worry about, if the item shows Delivered and the customer claims Item not received just send an email to the customer through the Amazon message service and explain to them that in this cases when Customers claim Item not received and shipping was bought using Amazon’s shipping services Amazon is the one handling all those claims, it’s their policy and you can share it with your customer. Nothing to worry about. If somebody tells you otherwise either they did not use Amazon to get the shipping label or they don’t know the Policy wrote by Amazon where they said they will cover those cases…
Happy Sales
Seller_EYDMYOUf3ss7D
You don’t have to ship another item as you mentioned (which is also against Amazon Policy) neither refund a single penny in your case, if you did get the shipping label by using Amazon Shipping Services there is nothing to worry about, if the item shows Delivered and the customer claims Item not received just send an email to the customer through the Amazon message service and explain to them that in this cases when Customers claim Item not received and shipping was bought using Amazon’s shipping services Amazon is the one handling all those claims, it’s their policy and you can share it with your customer. Nothing to worry about. If somebody tells you otherwise either they did not use Amazon to get the shipping label or they don’t know the Policy wrote by Amazon where they said they will cover those cases…
Happy Sales
Seller_IzcPAaHw3N7Fx
The other day on FOX news it showed a Possum walk up onto a person’s porch and take a drink of water from the Cat water bowl. Then as the possum was leaving it walked over to a package that had been left leaning on the front porch and grabbed it and took off with it. Funny. Turns out it was a pair of shoes that the person had ordered and he never found them. So I assume the package was scanned as delivered and yes the GPS tracking would show it was delivered, but? Not a porch “Pirate” but a porch “possum”.
Seller_IzcPAaHw3N7Fx
The other day on FOX news it showed a Possum walk up onto a person’s porch and take a drink of water from the Cat water bowl. Then as the possum was leaving it walked over to a package that had been left leaning on the front porch and grabbed it and took off with it. Funny. Turns out it was a pair of shoes that the person had ordered and he never found them. So I assume the package was scanned as delivered and yes the GPS tracking would show it was delivered, but? Not a porch “Pirate” but a porch “possum”.
Seller_jJwW8TcZFvvKf
“This order is not eligible for SAFE-T claim. Only VAS orders, Easy Ship orders and MFN Prepaid orders are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details.”
Seller_jJwW8TcZFvvKf
“This order is not eligible for SAFE-T claim. Only VAS orders, Easy Ship orders and MFN Prepaid orders are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details.”
Seller_ujScHTwvcsrwf
first line of defense:
If you used USPS:
Hello!
I am sorry to hear you have not received your package. If we can not track your package down I will refund your money for this order. We request that you check some things on your end first:
Please verify this is your current mailing address because this is the address on the order.
XXX XXXXX
XXXXX Drive
XXXXX, XX X0X0X
Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! I’ve done it to myself!
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.
In the meantime, I will file a loss report with the US Postal Inspector. Sometimes they are helpful in finding missing packages within the postal system, especially when the local post office is claiming to have delivered your package. If they are unable to help us, I will refund your money.
Thank you for your patience!
XXXX XXXX XXX
Seller_ujScHTwvcsrwf
first line of defense:
If you used USPS:
Hello!
I am sorry to hear you have not received your package. If we can not track your package down I will refund your money for this order. We request that you check some things on your end first:
Please verify this is your current mailing address because this is the address on the order.
XXX XXXXX
XXXXX Drive
XXXXX, XX X0X0X
Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! I’ve done it to myself!
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.
In the meantime, I will file a loss report with the US Postal Inspector. Sometimes they are helpful in finding missing packages within the postal system, especially when the local post office is claiming to have delivered your package. If they are unable to help us, I will refund your money.
Thank you for your patience!
XXXX XXXX XXX
Seller_ftSlnIeTTX0Cs
Search “Help” on
Buy Shipping
If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_ftSlnIeTTX0Cs
Search “Help” on
Buy Shipping
If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_9G9p8bhiCnQub
Tell the customer to ask neighbors to see if someone kept the item aside for them. This has worked in dozens of cases for us. The customer found the item and thanked us for our patience.
Seller_9G9p8bhiCnQub
Tell the customer to ask neighbors to see if someone kept the item aside for them. This has worked in dozens of cases for us. The customer found the item and thanked us for our patience.
Seller_awYU0oH8skccg
No One Knows.
Yes.
Yes. &
No One Knows…
Seller_awYU0oH8skccg
No One Knows.
Yes.
Yes. &
No One Knows…
