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Read onlyA customer placed a small order. We shipped the order using Buy Shipping and it was scanned on time, the same day the order was placed.
Three weeks later, the order has not arrived and the customer messaged us regarding the order. It has been stuck in USPS for 10 days.
We advised the customer to contact Amazon Customer Service. Amazon Customer Service messaged us with the information that the customer had not received the package. We messaged the customer again telling them that they needed to ask Customer Support to open an A-Z claim. Customer support messaged us again...
Amazon should fund this refund. Amazon promotes the use of Buy Shipping for this purpose. If I refund the customer, the order is ineligible for a Safe-T claim. If I don't refund the customer, Amazon has trashed the relationship at least with this customer.
Order # is 114-0619144-1873015
Can I get help from a mod?
Open a missing mail search for the package, inform the customer the carrier has not moved the package from location x in y amount of days and you opened a claim in hopes that it will get it moving. Send them the Amazon help page on how to open an A-Z claim and inform them that since Amazon's partner carrier network was used to ship their order, that Amazon will grant them a full refund.
Amazon customer service is horrible (on both the buyer and seller side) - they are not trained and will continue to message you telling you to fix the problem, even though it is not your's to fix.