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Shoud I have handled this non-arrival order differently?
Order ID 114-0563292-0058627 (FBM)
USPS Tracking ID 9334620111470170138674
The Customer placed this order on 14 January, and I shipped on 15 January, paying for the postage through Amazon right there on the Order Page, as I do 99% of the time (on very rare occassions when proper shipping was not availabe through Amazon, I would use PirateShip or inperson directly at the Post Office).
It was then not until 04 April did the Customer contact me informing me of no arrival.
After checking the Tracking Information (which I have posted below), I simply went ahead and issued an immediate refund.
Should I have directed the Customer to file and A-Z Claim first, before premptively issuing the refund?
Is directing the Cutomer to A-Z Claim in a case like this usually the first acceptable step?
""Delivery Information
Time Location Event Details
Thu, Feb 6, 2025, 3:00 PM PDT Package delayed in transit
Fri, Jan 17, 2025, 6:23 AM PDT Philadelphia Pa Distribution Center US Package arrived at a carrier facility.
Fri, Jan 17, 2025, 5:08 AM PDT Wilmington DE US Package arrived at a carrier facility.
Wed, Jan 15, 2025, 12:25 PM PDT Package left the shipper facility""
3 replies
Seller_nRFmxiQg4EGrw
Usually, the answer would be yes, since you bought shipping through Amazon. However, the first real scan on the tracking info is for Jan 17, two days after you printed the label. If that was still within the "Ship By" date on the order, then Amazon would cover it; but if your "Ship By" was Jan 16 or earlier, then it would not be covered, and you would have to issue the refund yourself.
Once you issue a refund manually, the case is closed. Amazon will not reimburse you for that.
So in general, if you buy shipping through Amazon, AND tracking shows a real scan by the "Ship By" date, then direct all INR complaints to file A-Z.
