hello, new seller and I don't know what's the best way to deal with this. Customer claims didn't receive package. But USPS tracking says it was delivered 10 days ago. I bought Amazon shipping label. Customer is saying their address cannot receive USPS shipping, but they have a parcel box for USPS. They say they have this issues with USPS frequently but not with other carrier and she is sure I will receive the item returned back. It doesn't make sense to me, I don't think I will receive the item back. What now?

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

Hello-

I am a relatively new Amazon Handmade seller. I recently sold an item, shipped next day and UPS tracking shows it was delivered. They buyer messaged me the next day indicating that they never received the package. I replied to her message and asked that she check with UPS and if they aren't able to assist her, to file a claim with Amazon. The buyer indicated she contacted Amazon and Amazon told her to contact me.

I assume my responsibility as the seller is to have the item delivered to her address, which UPS confirms occurred. If tracking shows delivered, but buyer states she did not receive it, what is my responsivity in this matter?

Thank you in advance for any help you can provide me.