The buyer wrote me a message requesting a full refund because his item has not arrived after about 2 weeks. USPS tracking shows that it was delivered in 2 days. The item was shipped on time and delivered on time. The shipping label was purchased through Buy Shipping (Free economy shipping) and indicates it is Claim Protected and OTDR protected.

I responded to his message by telling him to file an A-Z claim. He responded by telling me that he will not because it was my responsibility as the seller to solve his problem and refund his money.

I responded by sending him the following template that I copied and pasted from another discussion on Seller Forum:

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.

Requesting an A-to-Z Guarantee Refund

To request a refund on an eligible order using a LAPTOP or DESKTOP device:

1. Go to Your Orders.

2. Locate your order in the list and click Problem with order.

3. Select “Package didn’t arrive” from the list.

4. Select Request refund.

5. Enter your comments in the text box.

6. Select Submit

To request a refund on an eligible order using a MOBILE device or CELL PHONE:

1. Call (Phone number) or use Amazon’s mobile app to connect to Customer Support.

2. Report that you “did not receive” your order.

3. Request a refund.

Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.

I apologize for your inconvenience.

Once again, the buyer said that this is not his problem, and I should solve the problem for him. I responded by telling him that this situation requires that he file an A-Z claim because the USPS claims that the package was delivered.

He responded by saying, once again, that this is not his problem, and I should solve it for him. At this point I clicked on "No Response Needed".

He sent another message saying that I should solve his problem because it is my responsibility. I clicked on "No Response Needed" again.

I would like to know if I have handled this correctly because he keeps sending me new messages every day or two. I'm afraid that my metrics will be dinged, and my account will be charged for a refund if I did not handle this properly.