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Customer requesting refund for order that was shipped to address?
We got a message from a customer who placed their order on the 15th this month. We used Amazons "Buy Shipping" option for this order. The order was placed on our FBM side so we processed and got the order shipped on the 16th to be sent to the shipping address shown on the order. The package was delivered on the 19th. But we got a message today with the subject "Package didn't arrive : Requesting a refund"
The customer asked why the package was shipped to a different address and not the correct one and is demanding a full refund for this order and seems like is pointing blame towards us. On our shipping label, we have the correct address, but in the "event details" in the tracking info, it says "customer has requested a delivery address change. Package will now be delivered to the new delivery address".
While we can definitely do a refund, we feel as if our product should be returned back to us.
Any recommendations on how to move forward with this? Tell them to contact Amazon? We did everything as should be.
9 replies
Seller_OvL8C4BJWiuS9
I think they are scamming you. Who requested that the address be changed? Can't have been you since we are not allowed to change addresses. If they go to Amazon, thy will most likely file an A-Z claim.
Seller_nMEgbqNQ5SY45
If you used "Buy Shipping" through Amazon, then you are protected against any claims for INR.
Seller_HP0CuTSNvJvu9
Hello,
According to the tracking [SHIPPING_TRACKING_NUMBER], this order was successfully delivered.
However, if you cannot find the package, this order should qualify for full refund under the Amazon A-to-z Guarantee: You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package AND three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner.
NOTE: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund from Amazon.
How to Request an A-to-z Guarantee Refund: To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders Locate your order in the list and click Problem with order. Select “Package didn’t arrive” from the list. Select Request refund. Enter your comments in the text box. Select Submit
NOTE: To receive the maximum refund allowed you need to select “Package didn’t arrive”. To request a refund on an eligible order using a MOBILE device or CELL PHONE: Call 8882804331 or use Amazon’s mobile app to connect to Customer Support. Report that you “did not receive” your order. Request a refund.
Thank you,
Arkad Manufacturing
Seller_tapkYo7oMckfI
Here is a message we send to non-delivered.
According to our shipper, your item was delivered. However, we are finding in some cases the package actually arrives days later. Here is a statement from USPS. Weather events in the South, Southeast, and Central U.S. are impacting the processing, transportation, and delivery of mail and packages. Please allow additional time for final delivery of your item. Many times, the package is delivered so quickly you may not know you have received it. Smaller items are packaged in colored bubble mailers, with larger items in long brown boxes. Search for the package inside under a table or behind the sofa. Ask family members and the neighbors including the dog if they have seen it. Also, look outside your residence on the porch and in the shrubs. Be sure and ask your postman about it. For more assistance Kindest regards
Christine_Amazon
Hello @Seller_hFhaTE9WkIbIx
I would like to thank you for bringing your question to the Amazon Forums.
Also, I would like to take the time to thank all the sellers who participate in this post to help our fella seller in need.
Hope you all have a great day!
Christine.
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