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Read onlyForgive me if this is a simple question that we should know the answer to but we are new to using Amazon Buy Shipping. We only started using it because they offer the Claims Protection but I cannot seem to figure out the process for dealing with this somewhat common situation.
1. We ship a package using Amazon Buy Shipping. The shipment shows both the OTDR AND Claims Protection badge.
2. The package tracking shows as delivered
3. The customer says it WASNT delivered
4. The customer complains to Amazon Customer Service
5. Amazon Customer Service sends the complaint to us as such:
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: Reason for contact: The entire package is missing and my address has not changed Please respond to this request within 48 hours. Thanks, Amazon Customer Service
What are we supposed to do with this? What should we tell the customer? Aren't such shipments covered by Amazon since we used Amazon Buy Shipping and they assigned the Claims Protection Badge to this shipment? If so, why don't they just deal with the claim instead of sending it to us?
Can someone shine a light on what we are supposed to do in circumstances like this?