Hello-

I am a relatively new Amazon Handmade seller. I recently sold an item, shipped next day and UPS tracking shows it was delivered. They buyer messaged me the next day indicating that they never received the package. I replied to her message and asked that she check with UPS and if they aren't able to assist her, to file a claim with Amazon. The buyer indicated she contacted Amazon and Amazon told her to contact me.

I assume my responsibility as the seller is to have the item delivered to her address, which UPS confirms occurred. If tracking shows delivered, but buyer states she did not receive it, what is my responsivity in this matter?

Thank you in advance for any help you can provide me.

Buyer ordered. We shipped. Order did not arrive on time.

AMAZON TOLD US TO RESHIP A REPLACEMENT BEFORE THE FIRST PACKAGE ARRIVED. We shipped replacement. Buyer received both packages. We asked buyer to return the second item, we provided a prepaid shipping label. Buyer has ignored us and kept both items. Amazon told us to wait 30 days from the time the replacement was shipped, and to contact Amazon for reimbursement for the replacement item.

We did. Buyer has not returned either item, Amazon will not reimburse us the $300 for the replacement.

I attached a prepaid return label for the buyer, the email from Amazon telling us to send a replacement, and the email from Amazon stating that we'd be reimbursed after 30 days and sent it to Amazon for reimbursement. We've been ignored to this point.

Shipment one was shipped June 4, delivered July 11 with signature

Shipment two was shipped June 25, delivered June 28 with signature

Order ID: 112-8149154-4601024, case ID 15744562121

I sent an order with a claims protected label. The customer claims that he did not receive the order. And in this case, Amazon should compensate the customer for its money. What should I answer the customer in this case?