Customer says Item not received but shows delivery with Amazon shipping
I had a customer message me (not a official refund request because I have NO refund requests that I can find, only the message from customer) He says he didn't receive the book and that he always insists on porh delivery with a photo and to refund him. I use Amazon buy shipping. I checked tracking and it showed delivered at or in mailbox shortly before his message.
I replied that I don't ship with UPS and since I use USPS (its a book) it would be delivered to his mailbox and without a phot. BUT I also asked him to please wait one more day because it often happens that a person gets the message from Aaon that package was delivered but they can't find it and then it shows up the next day in their mailbox. I explained that if I refund immediately and the package then shows up I will not be paid. I told him I am fully prepared to refund in full if he doesn't get the book and to please message me and let me know if he gets it today.
I have heard nothing back from him and I have no official refund showing on my account. I guess if I have heard nothing by tomorrow 12/24 I will go ahead and refund him and will be in the window of refunding within 2 days.
I guess my question is, is this an actual official refund request through messaging? My account shows nothing on metrics.
I want to make sure my buyers are happy always. But I don't want to lose my money because a package shows up a day later than shown with Amazon package delivered notification. I have had this happen to me several times as far as having the package show up in my mailbox a day later after the notification. Any thoughts on this?
Thank you for any insight.
Cassie
0 replies
Seller_nRFmxiQg4EGrw
You bought your shipping through Amazon; don't issue the refund yourself, but tell them to file an A-Z for INR.
Christine_Amazon
Hello @Seller_TRnCly0btXSxc
Christine here from Amazon Forums.
Your approach to this situation has been professional and reasonable. Let me clarify some points:
Message vs. Official Refund Request:
- This is NOT an official refund request through Amazon's system
- Customer messages alone don't affect your metrics
- Only formal A-to-Z claims or return/refund requests through Amazon's system count
Let me know if you have any other concern or question.
Christine
Seller_R2dP7Hunjcdj0
I can answer this for you.
To begin with; you MUST not only (1) purchase Postage using "Amazon Buy Shipping", but you must also (2) make SURE the package is scanned into the Carrier' possession before the close of the "Ship-By" window a scheduled by Amazon. If you do these two things, then you are protected by Amazon from any A-Z Claims arising from a "Problem with Delivery".
So, IF you are within Policy parameters, AND a Buyer contacts you with a Claim of "Item Not Received", you simply direct the Buyer on how to initiate a Claim on Amazon for the Missing package. If needed, be ready to provide the order and delivery details for Amazon's records, and Amazon will take it from there.
For an FBM Seller, the Safe-T Claim does NOT enter into any INR Claim. That is for the A-Z Claim.
Additionally, a Seller CANNOT initiate a Safe-T Claim UNLESS Amazon has previously issued a Debit (refund) against the order in favor of the Buyer and Seller-Funded. In other words, unless Amazon refunded the Buyer from your account, you cannot initiate a Safe-T Claim. Period.
A Safe-T Claim is most often used when a Seller receives a Returned item back "In Materially Different Condition as when Originally Shipped", not for an INR situation.
Also, NEVER let an Amazon Buyer "Bully" you into issuing a Refund or shipping a "Replacement", as this is completely outside of Amazon Policy.
Finally, based on your original Post, I am going to assume you have NOT completed Amazon Seller University, available for FREE on this site. I HIGHLY recommend you do so, as you are running a huge risk of violating Amazon Policies without realizing you did, until it is too late. Amazon does NOT consider ignorance of the rules as an Excuse, and many violations can result in permanent Suspension.
Good Luck!
