About a month ago, I received a message from a buyer who claims the package was never delivered but USPS tracking indicates otherwise. I started a forum discussion on that topic here: https://sellercentral.amazon.com/seller-forums/discussions/t/c16413d0-ab10-42cb-9b32-02c3ad8176e4?postId=441c1aec-c9a1-4949-b339-2a38844be3a0

He sent me 9 messages requesting that I refund him $123.52 for his missing package. After I explained to him how to file an A-Z claim, I marked the last 6 messages "No reply needed" and reported him as trying to deceive or defraud me. Then he finally opened an A-Z case which was withdrawn by Amazon because he did not reply to their request for additional information.

A few days after the case was closed, I received a message that was supposedly from "Amazon Customer Service" but it I think it was from the buyer because it came through the message system with the buyer's name in the heading. I also marked this message "no Response Needed" and I reported the buyer. I'm copying and pasting the message below:

Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

product: (redacted)

Order number: (redacted)

Return requested: No

Reason for contact: The package is not delivered to the customer.

Please help the customer with refund or replacement.

Customer is waiting for your response.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

Is this a "fake" message from amazon? Am I doing everything possible to ensure that this scammer does not succeed? How can I prevent a possible negative feedback or chargeback if he keeps this scam going?

Customer opened a return request, she got a label, and shipped it, the label shows activity leaving a UPS facility and arriving at another, but no tracking for 7 days now and I have not gotten it back. What can I instruct the buyer to do? It was over $100 the order, so it was not refund at first scan. The refund falls on me. Do I have them file an a to z claim or what?

Hi, I got this message from a customer. It looks like it's from "Amazon Customer Service" but it came directly via a customer message, so I'm just worried it could be a scam/spam type thing. It also contains some bad English, eg "customer still haven't received the item until now"

Has anyone else experienced similar? (product / order IDs replaced with XYZ)

"Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: XYZ

Order number: XYZ

Return requested: No

Reason for contact: The package shows delivered on Feb. 2 however, customer still haven't received the item until now. Please provide options if replacement of refund is possible, and get back to the customer immediately.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service "