I’ve been selling on Amazon for 4 years and this is the first time I’ve had this issue come up, and I was hoping for any guidance on how to proceed. I shipped an order out on July 15 and the buyer contacted us yesterday (August 1st) to inform us that the parcel was not received and she requested a refund. The tracking shows that the item has not been delivered, so the buyer’s claim is legitimate. I purchased my shipping label from Amazon’s shipping center, so I believe the nondelivery refund would be covered by Amazon, but I am not certain. Should I just proceed with the refund to the buyer or is this in fact covered by Amazon? If the latter is correct, then is there a specific process I need to undertake in order to get the refund back from Amazon?
I tried looking up information in the help section, but did not find any information that precisely answered my questions.
Thank you for any help provided!