When USPS says delivered, but customer says didn't receive
We’re new to amazon selling. A customer just sent me a message through amazon that they haven’t received their package. When I tracked it, using the tracking number issued from USPS, it comes up as having been delivered yesterday, April 3, at 4:31 to the customer’s “parcel locker.” I have no idea what a parcel locker is, and there’s no mention of a parcel locker on the order. I assume it’s a condo or apartment complex. What should I do now? Who prevails when the delivery is confirmed but the customer says they didn’t receive it? I responded to the customer through the amazon messaging system that USPS claims it was delivered, and when.
When USPS says delivered, but customer says didn't receive
We’re new to amazon selling. A customer just sent me a message through amazon that they haven’t received their package. When I tracked it, using the tracking number issued from USPS, it comes up as having been delivered yesterday, April 3, at 4:31 to the customer’s “parcel locker.” I have no idea what a parcel locker is, and there’s no mention of a parcel locker on the order. I assume it’s a condo or apartment complex. What should I do now? Who prevails when the delivery is confirmed but the customer says they didn’t receive it? I responded to the customer through the amazon messaging system that USPS claims it was delivered, and when.
37 replies
Seller_atnk8fSvVuoeY
Did you purchase shipping through Amazon or require signature confirmation? If yes to either, you should be covered if an A to Z claim is filed. If no to both, then the buyer would most likely win.
Seller_d7Z0MKOJalf7S
I find that about 90% of these are a case of the carrier placing the package in a neighbors mailbox by mistake and the package will be returned to the mailman for delivery to the correct address within a couple of days.
Seller_olet7eVOHxQZd
Many new neighborhoods are setup with a bunch of mailslots & parcel lockers. We find customers are used to Amazon boxes at their door. We send them a message describing our item and that is is without any Amazon logos or tape.
Seller_veqnHImjBGvBT
Based on past experience, unless you pay extra for signature required, you will not win this one. Amazon holds you responsible until the customer receives the item. The ONLY way to verify that the customer received it, is with a signature. Although most customers are not out to steal, since even a small percentage is still a high number of people, it makes sense to pay the extra couple of dollars, for expensive products.
Seller_dy0iaamuixQa3
Once again, I want to remind us that sometimes the customer really didn’t get the package. Often, it is misdelivered. Sometimes, the driver didn’t do his/her job. Please don’t just assume that this is customer theft. I usually contact the customer with an email saying “sorry” and with the following wording - edited to fit the situation. 9 out 10 times the issue resolves itself when a neighbor delivers the package or the customer discovered that another member of the household received it and put it in the closet, etc. Here’s the sample letter. (I’ve never contacted the police. In fact, that might be against Amazon policy. But the customer doesn’t know that.) Hope this helps.
I’m sorry to hear the package went missing. XYZ shipping shows delivery to ____. I will contact XYZ SHIPPING first thing in the morning. If it turns out missing, we typically follow a procedure by alerting YOUR LOCAL POLICE and filing a police report, but hopefully the delivery was picked up by your family or a friend. Please let me know if you have any objections to sharing your contact information with police in our claim.
Seller_hGGByi8PMLm4q
They need to get a key from their mailman its at their apartment complex.
Ask them to call their post office with the tracking number so their mailman can get them the key
for the package. Once you let them know this they will be able to get their package.
Also the post office uses GPS when they deliver so you can also call their post office and see where it is.
They will tell you what you need to do. This always works for me.
Seller_0IjusL7cy2d2u
Tell the customer to wait a day or two that happens a lot. The carrier will scan it as delivered and the item won’t show up until one or two days later.
Seller_1oSfgq1IzBgud
On most occasions it’s just the fact that either the buyer doesn’t know of the existence of the “parcel locker” and/or the mail carrier has failed to provide the key. Usually we write a nice courteous letter, telling them what to do, including speaking to the mailman the next day, and visiting the local post office delivery office. Depending on the location (lost neighborhoods are okay - big cities not so much) we usually find that this gives an answer. We love the USPS but making an online mail search inquiry is pointless, except that you can say you have done it. Usually the response comes back months later that they haven’t found it. In the meantime, the buyer has. It is a rare thing, statistically, but can be frustrating. At least with priority Mail parcels you have some insurance (with a limit) although often USPS will say the tracking says it was delivered and won’t pay.
Seller_aQELpSUQi3699
Request buyer to put their tracking number in their mailbox for the carrier to research. Sometimes package is put into the wrong locker at the same place. I get this and maybe 1 out of a 1,000 are actually lost.
Seller_wMHteBtdSuBMr
We buy our Shipping from Amazon. If an INR claim comes in we send this email template:
"Hello,
We are sorry to hear you have not received your package even though it is confirmed delivered by the Post Office.
If the item does not arrive by XXXX (Amazon policy is 3 days after last quoted arrival date) you can file an A-Z claim with Amazon and select “Item Not Received” as the reason. They will issue a refund.
-Team Fashion Greek"
When USPS says delivered, but customer says didn't receive
We’re new to amazon selling. A customer just sent me a message through amazon that they haven’t received their package. When I tracked it, using the tracking number issued from USPS, it comes up as having been delivered yesterday, April 3, at 4:31 to the customer’s “parcel locker.” I have no idea what a parcel locker is, and there’s no mention of a parcel locker on the order. I assume it’s a condo or apartment complex. What should I do now? Who prevails when the delivery is confirmed but the customer says they didn’t receive it? I responded to the customer through the amazon messaging system that USPS claims it was delivered, and when.
When USPS says delivered, but customer says didn't receive
We’re new to amazon selling. A customer just sent me a message through amazon that they haven’t received their package. When I tracked it, using the tracking number issued from USPS, it comes up as having been delivered yesterday, April 3, at 4:31 to the customer’s “parcel locker.” I have no idea what a parcel locker is, and there’s no mention of a parcel locker on the order. I assume it’s a condo or apartment complex. What should I do now? Who prevails when the delivery is confirmed but the customer says they didn’t receive it? I responded to the customer through the amazon messaging system that USPS claims it was delivered, and when.
When USPS says delivered, but customer says didn't receive
We’re new to amazon selling. A customer just sent me a message through amazon that they haven’t received their package. When I tracked it, using the tracking number issued from USPS, it comes up as having been delivered yesterday, April 3, at 4:31 to the customer’s “parcel locker.” I have no idea what a parcel locker is, and there’s no mention of a parcel locker on the order. I assume it’s a condo or apartment complex. What should I do now? Who prevails when the delivery is confirmed but the customer says they didn’t receive it? I responded to the customer through the amazon messaging system that USPS claims it was delivered, and when.
37 replies
37 replies
Seller_atnk8fSvVuoeY
Did you purchase shipping through Amazon or require signature confirmation? If yes to either, you should be covered if an A to Z claim is filed. If no to both, then the buyer would most likely win.
Seller_d7Z0MKOJalf7S
I find that about 90% of these are a case of the carrier placing the package in a neighbors mailbox by mistake and the package will be returned to the mailman for delivery to the correct address within a couple of days.
Seller_olet7eVOHxQZd
Many new neighborhoods are setup with a bunch of mailslots & parcel lockers. We find customers are used to Amazon boxes at their door. We send them a message describing our item and that is is without any Amazon logos or tape.
Seller_veqnHImjBGvBT
Based on past experience, unless you pay extra for signature required, you will not win this one. Amazon holds you responsible until the customer receives the item. The ONLY way to verify that the customer received it, is with a signature. Although most customers are not out to steal, since even a small percentage is still a high number of people, it makes sense to pay the extra couple of dollars, for expensive products.
Seller_dy0iaamuixQa3
Once again, I want to remind us that sometimes the customer really didn’t get the package. Often, it is misdelivered. Sometimes, the driver didn’t do his/her job. Please don’t just assume that this is customer theft. I usually contact the customer with an email saying “sorry” and with the following wording - edited to fit the situation. 9 out 10 times the issue resolves itself when a neighbor delivers the package or the customer discovered that another member of the household received it and put it in the closet, etc. Here’s the sample letter. (I’ve never contacted the police. In fact, that might be against Amazon policy. But the customer doesn’t know that.) Hope this helps.
I’m sorry to hear the package went missing. XYZ shipping shows delivery to ____. I will contact XYZ SHIPPING first thing in the morning. If it turns out missing, we typically follow a procedure by alerting YOUR LOCAL POLICE and filing a police report, but hopefully the delivery was picked up by your family or a friend. Please let me know if you have any objections to sharing your contact information with police in our claim.
Seller_hGGByi8PMLm4q
They need to get a key from their mailman its at their apartment complex.
Ask them to call their post office with the tracking number so their mailman can get them the key
for the package. Once you let them know this they will be able to get their package.
Also the post office uses GPS when they deliver so you can also call their post office and see where it is.
They will tell you what you need to do. This always works for me.
Seller_0IjusL7cy2d2u
Tell the customer to wait a day or two that happens a lot. The carrier will scan it as delivered and the item won’t show up until one or two days later.
Seller_1oSfgq1IzBgud
On most occasions it’s just the fact that either the buyer doesn’t know of the existence of the “parcel locker” and/or the mail carrier has failed to provide the key. Usually we write a nice courteous letter, telling them what to do, including speaking to the mailman the next day, and visiting the local post office delivery office. Depending on the location (lost neighborhoods are okay - big cities not so much) we usually find that this gives an answer. We love the USPS but making an online mail search inquiry is pointless, except that you can say you have done it. Usually the response comes back months later that they haven’t found it. In the meantime, the buyer has. It is a rare thing, statistically, but can be frustrating. At least with priority Mail parcels you have some insurance (with a limit) although often USPS will say the tracking says it was delivered and won’t pay.
Seller_aQELpSUQi3699
Request buyer to put their tracking number in their mailbox for the carrier to research. Sometimes package is put into the wrong locker at the same place. I get this and maybe 1 out of a 1,000 are actually lost.
Seller_wMHteBtdSuBMr
We buy our Shipping from Amazon. If an INR claim comes in we send this email template:
"Hello,
We are sorry to hear you have not received your package even though it is confirmed delivered by the Post Office.
If the item does not arrive by XXXX (Amazon policy is 3 days after last quoted arrival date) you can file an A-Z claim with Amazon and select “Item Not Received” as the reason. They will issue a refund.
-Team Fashion Greek"
Seller_atnk8fSvVuoeY
Did you purchase shipping through Amazon or require signature confirmation? If yes to either, you should be covered if an A to Z claim is filed. If no to both, then the buyer would most likely win.
Seller_atnk8fSvVuoeY
Did you purchase shipping through Amazon or require signature confirmation? If yes to either, you should be covered if an A to Z claim is filed. If no to both, then the buyer would most likely win.
Seller_d7Z0MKOJalf7S
I find that about 90% of these are a case of the carrier placing the package in a neighbors mailbox by mistake and the package will be returned to the mailman for delivery to the correct address within a couple of days.
Seller_d7Z0MKOJalf7S
I find that about 90% of these are a case of the carrier placing the package in a neighbors mailbox by mistake and the package will be returned to the mailman for delivery to the correct address within a couple of days.
Seller_olet7eVOHxQZd
Many new neighborhoods are setup with a bunch of mailslots & parcel lockers. We find customers are used to Amazon boxes at their door. We send them a message describing our item and that is is without any Amazon logos or tape.
Seller_olet7eVOHxQZd
Many new neighborhoods are setup with a bunch of mailslots & parcel lockers. We find customers are used to Amazon boxes at their door. We send them a message describing our item and that is is without any Amazon logos or tape.
Seller_veqnHImjBGvBT
Based on past experience, unless you pay extra for signature required, you will not win this one. Amazon holds you responsible until the customer receives the item. The ONLY way to verify that the customer received it, is with a signature. Although most customers are not out to steal, since even a small percentage is still a high number of people, it makes sense to pay the extra couple of dollars, for expensive products.
Seller_veqnHImjBGvBT
Based on past experience, unless you pay extra for signature required, you will not win this one. Amazon holds you responsible until the customer receives the item. The ONLY way to verify that the customer received it, is with a signature. Although most customers are not out to steal, since even a small percentage is still a high number of people, it makes sense to pay the extra couple of dollars, for expensive products.
Seller_dy0iaamuixQa3
Once again, I want to remind us that sometimes the customer really didn’t get the package. Often, it is misdelivered. Sometimes, the driver didn’t do his/her job. Please don’t just assume that this is customer theft. I usually contact the customer with an email saying “sorry” and with the following wording - edited to fit the situation. 9 out 10 times the issue resolves itself when a neighbor delivers the package or the customer discovered that another member of the household received it and put it in the closet, etc. Here’s the sample letter. (I’ve never contacted the police. In fact, that might be against Amazon policy. But the customer doesn’t know that.) Hope this helps.
I’m sorry to hear the package went missing. XYZ shipping shows delivery to ____. I will contact XYZ SHIPPING first thing in the morning. If it turns out missing, we typically follow a procedure by alerting YOUR LOCAL POLICE and filing a police report, but hopefully the delivery was picked up by your family or a friend. Please let me know if you have any objections to sharing your contact information with police in our claim.
Seller_dy0iaamuixQa3
Once again, I want to remind us that sometimes the customer really didn’t get the package. Often, it is misdelivered. Sometimes, the driver didn’t do his/her job. Please don’t just assume that this is customer theft. I usually contact the customer with an email saying “sorry” and with the following wording - edited to fit the situation. 9 out 10 times the issue resolves itself when a neighbor delivers the package or the customer discovered that another member of the household received it and put it in the closet, etc. Here’s the sample letter. (I’ve never contacted the police. In fact, that might be against Amazon policy. But the customer doesn’t know that.) Hope this helps.
I’m sorry to hear the package went missing. XYZ shipping shows delivery to ____. I will contact XYZ SHIPPING first thing in the morning. If it turns out missing, we typically follow a procedure by alerting YOUR LOCAL POLICE and filing a police report, but hopefully the delivery was picked up by your family or a friend. Please let me know if you have any objections to sharing your contact information with police in our claim.
Seller_hGGByi8PMLm4q
They need to get a key from their mailman its at their apartment complex.
Ask them to call their post office with the tracking number so their mailman can get them the key
for the package. Once you let them know this they will be able to get their package.
Also the post office uses GPS when they deliver so you can also call their post office and see where it is.
They will tell you what you need to do. This always works for me.
Seller_hGGByi8PMLm4q
They need to get a key from their mailman its at their apartment complex.
Ask them to call their post office with the tracking number so their mailman can get them the key
for the package. Once you let them know this they will be able to get their package.
Also the post office uses GPS when they deliver so you can also call their post office and see where it is.
They will tell you what you need to do. This always works for me.
Seller_0IjusL7cy2d2u
Tell the customer to wait a day or two that happens a lot. The carrier will scan it as delivered and the item won’t show up until one or two days later.
Seller_0IjusL7cy2d2u
Tell the customer to wait a day or two that happens a lot. The carrier will scan it as delivered and the item won’t show up until one or two days later.
Seller_1oSfgq1IzBgud
On most occasions it’s just the fact that either the buyer doesn’t know of the existence of the “parcel locker” and/or the mail carrier has failed to provide the key. Usually we write a nice courteous letter, telling them what to do, including speaking to the mailman the next day, and visiting the local post office delivery office. Depending on the location (lost neighborhoods are okay - big cities not so much) we usually find that this gives an answer. We love the USPS but making an online mail search inquiry is pointless, except that you can say you have done it. Usually the response comes back months later that they haven’t found it. In the meantime, the buyer has. It is a rare thing, statistically, but can be frustrating. At least with priority Mail parcels you have some insurance (with a limit) although often USPS will say the tracking says it was delivered and won’t pay.
Seller_1oSfgq1IzBgud
On most occasions it’s just the fact that either the buyer doesn’t know of the existence of the “parcel locker” and/or the mail carrier has failed to provide the key. Usually we write a nice courteous letter, telling them what to do, including speaking to the mailman the next day, and visiting the local post office delivery office. Depending on the location (lost neighborhoods are okay - big cities not so much) we usually find that this gives an answer. We love the USPS but making an online mail search inquiry is pointless, except that you can say you have done it. Usually the response comes back months later that they haven’t found it. In the meantime, the buyer has. It is a rare thing, statistically, but can be frustrating. At least with priority Mail parcels you have some insurance (with a limit) although often USPS will say the tracking says it was delivered and won’t pay.
Seller_aQELpSUQi3699
Request buyer to put their tracking number in their mailbox for the carrier to research. Sometimes package is put into the wrong locker at the same place. I get this and maybe 1 out of a 1,000 are actually lost.
Seller_aQELpSUQi3699
Request buyer to put their tracking number in their mailbox for the carrier to research. Sometimes package is put into the wrong locker at the same place. I get this and maybe 1 out of a 1,000 are actually lost.
Seller_wMHteBtdSuBMr
We buy our Shipping from Amazon. If an INR claim comes in we send this email template:
"Hello,
We are sorry to hear you have not received your package even though it is confirmed delivered by the Post Office.
If the item does not arrive by XXXX (Amazon policy is 3 days after last quoted arrival date) you can file an A-Z claim with Amazon and select “Item Not Received” as the reason. They will issue a refund.
-Team Fashion Greek"
Seller_wMHteBtdSuBMr
We buy our Shipping from Amazon. If an INR claim comes in we send this email template:
"Hello,
We are sorry to hear you have not received your package even though it is confirmed delivered by the Post Office.
If the item does not arrive by XXXX (Amazon policy is 3 days after last quoted arrival date) you can file an A-Z claim with Amazon and select “Item Not Received” as the reason. They will issue a refund.
-Team Fashion Greek"
