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Customer Claims Item Missing 10 Weeks After Delivery
I received an order inquiry through Amazon. Here are the relevant points:
"Return requested: not applicable"
"Reason for contact: The package arrived but an item is missing"
The order consisted of 1 item, total (not multiple items of which one may be missing). The order was processed the same day it came in. According to USPS tracking, the package containing the item was delivered almost exactly 10 weeks ago. Was the item there then but is missing now? Did the package arrive ripped open? Did someone steal the package after delivery, and the customer never saw it? I don't know the answer to any of those questions.
The customer could have requested a refund, but they didn't.
What should be done in this situation? Before the order, we only had one copy of this particular item in stock, so sending a replacement is not an option. Should we just issue a refund? That might be the easiest way to close this case.
4 replies
Seller_WBnGS7Ix3XiDX
I don't think you should issue a refund if they didn't request one.
If your FBA....Maybe this person bought other things and didn't receive those items.
If your FBM....And this person ordered only one, and it says an item is missing, then have them return the only item they rec'd and issue a refund. Sounds fair. You get your item back and they get a refund.
Or, if you can send a message asking to be clearer about the message you rec'd, but I wouldn't issue a refund. It could be a mistake on their end.
SEAmod
Hi @Seller_vdFIJRQvMwBVa
The answer provided by @Seller_WBnGS7Ix3XiDXis fair. Sometimes messages from buyers don't make a lot of sense, so you have to work with what they give you. If they did not request a refund, and they only said "The package arrived but an item is missing" message them so you are on record as having responded to their communication. Give them a return mailing label and ask them to send the item back to you for a refund.
Thank you for visiting the forums to get support from other sellers and the Community Managers.
Susan
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