customer claims package stolen. Was shipped with Amazon purchased label and with signature required.
Help, please. This has never happened to me before.
Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.
Customer signed for package this morning at 10 am. At 9 pm, I got the following message:
Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."
What happens next?
customer claims package stolen. Was shipped with Amazon purchased label and with signature required.
Help, please. This has never happened to me before.
Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.
Customer signed for package this morning at 10 am. At 9 pm, I got the following message:
Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."
What happens next?
17 replies
Seller_4zBzdtgCyS9EI
If the packages shows in carrier possession, on their website, by the ship by date, you ask the buyer to open an A-Z claim.
If it was scanned after that time, you are going to end up paying for it.
Seller_pePYWQmPnlfdF
It was scanned by the ship date and delivered by the delivery date. All is in order.
Seller_4zBzdtgCyS9EI
well, then Amazon handles it and you ask the buyer to open an A-Z claim. Nothing else.
Seller_i6S8knzW6zU6Z
Hi @Seller_pePYWQmPnlfdF,
I can see why this situation is concerning, but you've done everything right by getting signature confirmation. Let me share what the help pages say about this:
According to the "Request additional proof of delivery" section at Amazon's A-to-z claim prevention guide, when you "promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD," you're less likely to face an unfavorable claim outcome.
The good news is that Amazon has special protections in place for cases like yours. The help page about signature confirmation (here) mentions that for orders with signature confirmation, Amazon performs additional checks on buyer accounts before granting any claims.
Since you purchased your shipping label through Amazon Buy Shipping, you might have additional protection. Check if your shipping service had the "Claims Protected" badge in your order details. If it did, and your order was scanned on time by the carrier, Amazon's policy (detailed here) is to cover these types of claims.
I'd suggest keeping all your documentation handy - especially that 10am signature confirmation. This timeline of events (delivery at 10am, claim at 9pm) along with your signature confirmation puts you in a strong position.
Hope this helps!
Best regards, Michael
Seller_Ha6JyVvDK6Ybs
Never Refund! Never re-ship! Tell them to contact Amazon shipped using Amazon shipping and move one let Amazon deal with their liars.
Seller_znqw4n02gkaBY
It's really funny. We sell a lot on Ebay also. Years back, we ran into buyers not receiving delivered packages. We would have to refund no matter what kind of proof we had. Then EBAY did something great for sellers. They came up with a edict that it was the buyer's responsibility to be there for the package OR have it shipped to safe place. Once that edict started, we NEVER got another, "I didn't get my item even though it shows delivered". Such a simple solution to a big problem here.
Seller_Sram36TnVt73c
**Repond to the custome with a jpg of the signature attached.** (You can get this from USPS).
Tell the buyer you will contact the US Postal Inspector and they will work with your local post office to locate and re-deliver the package. Ask them to give you 2 business days to work with them. Ask if they recognize the signature.
Let them know that if they are unable to locate the package, you will give them information on requesting a refund.
Report the package missing on the USPS site (HELP>Find Missing Mail). They will respond with GPS confirmation of the location (it probably was NOT misdelivered).
If the Postal Inspector mention doesn't scare them away, wait for the USPS response. Then direct the customer to file an A to Z, assuming your carrier scanned the package as accepted (and it shows on THEIR website) by the ship date, as this will protect you if they should double down on this
Once USPS comes back and tells you it was delivered to the correct address, report the buyer for violating Amazon policies HERE.
Seller_Sram36TnVt73c
Unfortunately, signature confirmation means nothing as far as claims protection.
You have to buy claims-protected shipping through Amazon and the carrier acceptance scan ON THE CARRIER'S WEBSITE has to be on or before the ship-by date.
customer claims package stolen. Was shipped with Amazon purchased label and with signature required.
Help, please. This has never happened to me before.
Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.
Customer signed for package this morning at 10 am. At 9 pm, I got the following message:
Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."
What happens next?
customer claims package stolen. Was shipped with Amazon purchased label and with signature required.
Help, please. This has never happened to me before.
Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.
Customer signed for package this morning at 10 am. At 9 pm, I got the following message:
Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."
What happens next?
customer claims package stolen. Was shipped with Amazon purchased label and with signature required.
Help, please. This has never happened to me before.
Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.
Customer signed for package this morning at 10 am. At 9 pm, I got the following message:
Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."
What happens next?
17 replies
17 replies
Seller_4zBzdtgCyS9EI
If the packages shows in carrier possession, on their website, by the ship by date, you ask the buyer to open an A-Z claim.
If it was scanned after that time, you are going to end up paying for it.
Seller_pePYWQmPnlfdF
It was scanned by the ship date and delivered by the delivery date. All is in order.
Seller_4zBzdtgCyS9EI
well, then Amazon handles it and you ask the buyer to open an A-Z claim. Nothing else.
Seller_i6S8knzW6zU6Z
Hi @Seller_pePYWQmPnlfdF,
I can see why this situation is concerning, but you've done everything right by getting signature confirmation. Let me share what the help pages say about this:
According to the "Request additional proof of delivery" section at Amazon's A-to-z claim prevention guide, when you "promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD," you're less likely to face an unfavorable claim outcome.
The good news is that Amazon has special protections in place for cases like yours. The help page about signature confirmation (here) mentions that for orders with signature confirmation, Amazon performs additional checks on buyer accounts before granting any claims.
Since you purchased your shipping label through Amazon Buy Shipping, you might have additional protection. Check if your shipping service had the "Claims Protected" badge in your order details. If it did, and your order was scanned on time by the carrier, Amazon's policy (detailed here) is to cover these types of claims.
I'd suggest keeping all your documentation handy - especially that 10am signature confirmation. This timeline of events (delivery at 10am, claim at 9pm) along with your signature confirmation puts you in a strong position.
Hope this helps!
Best regards, Michael
Seller_Ha6JyVvDK6Ybs
Never Refund! Never re-ship! Tell them to contact Amazon shipped using Amazon shipping and move one let Amazon deal with their liars.
Seller_znqw4n02gkaBY
It's really funny. We sell a lot on Ebay also. Years back, we ran into buyers not receiving delivered packages. We would have to refund no matter what kind of proof we had. Then EBAY did something great for sellers. They came up with a edict that it was the buyer's responsibility to be there for the package OR have it shipped to safe place. Once that edict started, we NEVER got another, "I didn't get my item even though it shows delivered". Such a simple solution to a big problem here.
Seller_Sram36TnVt73c
**Repond to the custome with a jpg of the signature attached.** (You can get this from USPS).
Tell the buyer you will contact the US Postal Inspector and they will work with your local post office to locate and re-deliver the package. Ask them to give you 2 business days to work with them. Ask if they recognize the signature.
Let them know that if they are unable to locate the package, you will give them information on requesting a refund.
Report the package missing on the USPS site (HELP>Find Missing Mail). They will respond with GPS confirmation of the location (it probably was NOT misdelivered).
If the Postal Inspector mention doesn't scare them away, wait for the USPS response. Then direct the customer to file an A to Z, assuming your carrier scanned the package as accepted (and it shows on THEIR website) by the ship date, as this will protect you if they should double down on this
Once USPS comes back and tells you it was delivered to the correct address, report the buyer for violating Amazon policies HERE.
Seller_Sram36TnVt73c
Unfortunately, signature confirmation means nothing as far as claims protection.
You have to buy claims-protected shipping through Amazon and the carrier acceptance scan ON THE CARRIER'S WEBSITE has to be on or before the ship-by date.
Seller_4zBzdtgCyS9EI
If the packages shows in carrier possession, on their website, by the ship by date, you ask the buyer to open an A-Z claim.
If it was scanned after that time, you are going to end up paying for it.
Seller_4zBzdtgCyS9EI
If the packages shows in carrier possession, on their website, by the ship by date, you ask the buyer to open an A-Z claim.
If it was scanned after that time, you are going to end up paying for it.
Seller_pePYWQmPnlfdF
It was scanned by the ship date and delivered by the delivery date. All is in order.
Seller_pePYWQmPnlfdF
It was scanned by the ship date and delivered by the delivery date. All is in order.
Seller_4zBzdtgCyS9EI
well, then Amazon handles it and you ask the buyer to open an A-Z claim. Nothing else.
Seller_4zBzdtgCyS9EI
well, then Amazon handles it and you ask the buyer to open an A-Z claim. Nothing else.
Seller_i6S8knzW6zU6Z
Hi @Seller_pePYWQmPnlfdF,
I can see why this situation is concerning, but you've done everything right by getting signature confirmation. Let me share what the help pages say about this:
According to the "Request additional proof of delivery" section at Amazon's A-to-z claim prevention guide, when you "promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD," you're less likely to face an unfavorable claim outcome.
The good news is that Amazon has special protections in place for cases like yours. The help page about signature confirmation (here) mentions that for orders with signature confirmation, Amazon performs additional checks on buyer accounts before granting any claims.
Since you purchased your shipping label through Amazon Buy Shipping, you might have additional protection. Check if your shipping service had the "Claims Protected" badge in your order details. If it did, and your order was scanned on time by the carrier, Amazon's policy (detailed here) is to cover these types of claims.
I'd suggest keeping all your documentation handy - especially that 10am signature confirmation. This timeline of events (delivery at 10am, claim at 9pm) along with your signature confirmation puts you in a strong position.
Hope this helps!
Best regards, Michael
Seller_i6S8knzW6zU6Z
Hi @Seller_pePYWQmPnlfdF,
I can see why this situation is concerning, but you've done everything right by getting signature confirmation. Let me share what the help pages say about this:
According to the "Request additional proof of delivery" section at Amazon's A-to-z claim prevention guide, when you "promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD," you're less likely to face an unfavorable claim outcome.
The good news is that Amazon has special protections in place for cases like yours. The help page about signature confirmation (here) mentions that for orders with signature confirmation, Amazon performs additional checks on buyer accounts before granting any claims.
Since you purchased your shipping label through Amazon Buy Shipping, you might have additional protection. Check if your shipping service had the "Claims Protected" badge in your order details. If it did, and your order was scanned on time by the carrier, Amazon's policy (detailed here) is to cover these types of claims.
I'd suggest keeping all your documentation handy - especially that 10am signature confirmation. This timeline of events (delivery at 10am, claim at 9pm) along with your signature confirmation puts you in a strong position.
Hope this helps!
Best regards, Michael
Seller_Ha6JyVvDK6Ybs
Never Refund! Never re-ship! Tell them to contact Amazon shipped using Amazon shipping and move one let Amazon deal with their liars.
Seller_Ha6JyVvDK6Ybs
Never Refund! Never re-ship! Tell them to contact Amazon shipped using Amazon shipping and move one let Amazon deal with their liars.
Seller_znqw4n02gkaBY
It's really funny. We sell a lot on Ebay also. Years back, we ran into buyers not receiving delivered packages. We would have to refund no matter what kind of proof we had. Then EBAY did something great for sellers. They came up with a edict that it was the buyer's responsibility to be there for the package OR have it shipped to safe place. Once that edict started, we NEVER got another, "I didn't get my item even though it shows delivered". Such a simple solution to a big problem here.
Seller_znqw4n02gkaBY
It's really funny. We sell a lot on Ebay also. Years back, we ran into buyers not receiving delivered packages. We would have to refund no matter what kind of proof we had. Then EBAY did something great for sellers. They came up with a edict that it was the buyer's responsibility to be there for the package OR have it shipped to safe place. Once that edict started, we NEVER got another, "I didn't get my item even though it shows delivered". Such a simple solution to a big problem here.
Seller_Sram36TnVt73c
**Repond to the custome with a jpg of the signature attached.** (You can get this from USPS).
Tell the buyer you will contact the US Postal Inspector and they will work with your local post office to locate and re-deliver the package. Ask them to give you 2 business days to work with them. Ask if they recognize the signature.
Let them know that if they are unable to locate the package, you will give them information on requesting a refund.
Report the package missing on the USPS site (HELP>Find Missing Mail). They will respond with GPS confirmation of the location (it probably was NOT misdelivered).
If the Postal Inspector mention doesn't scare them away, wait for the USPS response. Then direct the customer to file an A to Z, assuming your carrier scanned the package as accepted (and it shows on THEIR website) by the ship date, as this will protect you if they should double down on this
Once USPS comes back and tells you it was delivered to the correct address, report the buyer for violating Amazon policies HERE.
Seller_Sram36TnVt73c
**Repond to the custome with a jpg of the signature attached.** (You can get this from USPS).
Tell the buyer you will contact the US Postal Inspector and they will work with your local post office to locate and re-deliver the package. Ask them to give you 2 business days to work with them. Ask if they recognize the signature.
Let them know that if they are unable to locate the package, you will give them information on requesting a refund.
Report the package missing on the USPS site (HELP>Find Missing Mail). They will respond with GPS confirmation of the location (it probably was NOT misdelivered).
If the Postal Inspector mention doesn't scare them away, wait for the USPS response. Then direct the customer to file an A to Z, assuming your carrier scanned the package as accepted (and it shows on THEIR website) by the ship date, as this will protect you if they should double down on this
Once USPS comes back and tells you it was delivered to the correct address, report the buyer for violating Amazon policies HERE.
Seller_Sram36TnVt73c
Unfortunately, signature confirmation means nothing as far as claims protection.
You have to buy claims-protected shipping through Amazon and the carrier acceptance scan ON THE CARRIER'S WEBSITE has to be on or before the ship-by date.
Seller_Sram36TnVt73c
Unfortunately, signature confirmation means nothing as far as claims protection.
You have to buy claims-protected shipping through Amazon and the carrier acceptance scan ON THE CARRIER'S WEBSITE has to be on or before the ship-by date.
