Lost mail in the USPS system


Sold by FBM. Lost at Los Angeles Ca Network Distribution Center US. 8 days late. Going from Ca to Mass. Reported to USPS today. USPS needs 3 working days. Ship by Media Rate.

What should I say to the buyer? Should I refund or let Amazon do it?


Did you purchase your postage using Amazon’s Buy Shipping? If not, you need to refund. If you wait, they buyer will open an A2Z, Amazon will refund them with your $$ and you will get a metrics hit.


Yes, shipping was bought from Amazon. So what do you want me to say to the buyer?


They need to open an A-Z claim if you want Amazon to cover it.


I borrowed this from someone on the forum and it is what we send. If it was showing delivered via USPS, then we add package description, delivered where you normally receive mail, not in an Amazon box etc.

You may be eligible to request a refund under the A-to-z Guarantee if “You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also require you to wait 48 hours after contacting the seller before you are eligible to request a refund.”

Requesting an A-to-z Guarantee Refund

To request a refund on an eligible order:

  1. Go to Your Orders .
  2. Locate your order in the list and click Problem with order.
  3. Select “Package didn’t arrive” from the list.
  4. Select Request refund.
  5. Enter your comments in the text box.
  6. Select Submit

Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.

To receive the maximum refund allowed you need to select “Package didn’t arrive”


Good advice above. If you have more time, here’s something I’ve had good luck with in getting a USPS package moving. Go to the USPS site to track the package. When you enter the tracking #, there’s an option to request email or text notifications of every movement of the package. Every time I’ve put in a request, the package somehow gets moving.

The last time, a buyer wondered where her package was. It was shipped the day she ordered and every other package I shipped that day had been delivered. I put in a request for email alerts that morning, and by noon the package was scanned at the regional center 40 minutes from me. Fortunately my buyer wasn’t in a hurry for it and was just glad it was on its way.



I had one recently going from LA to Cambridge MA… I sent a picture of the package to the client, told them I was going to research it…

I used the app on my smartphone and put the tracking in…

Checked at the next day … gave the customer the option of my canceling & refunding, or do you want to wait?

I checked again it was due to be delivered, that afternoon, advise the client, about the theoretical delivery that afternoon, ask to be updated…

I received a email from the client thanking me for getting back to them, the thoughtful packing I done, thoughtful emails – everything was good…

Now this was a very very specific edition of a self-help book out of print, & I do that people are genuinely good, they just need to have some attention that someone’s actually trying to fix their problem…

Good luck

Unfortunately dealing with Amazon there is very little ability to provide good customer service until there is a problem and a client / buyer / customer contacts you… how you respond to them kindly does set the tone for all future interactions…