I had a customer reach out about an item they ordered. Tracking shows delivered, but they said they never got it. I purchased shipping through Amazon. I directed the customer to complete an A to Z claim, since I thought the customer would be refunded because I shipped on time, tracking showed it was delivered on time, and I bought the shipping through Amazon. I asked the customer to place an order again to get another package sent out.

However I just got a message from Amazon customer service asking me to give the customer a refund or send out a replacement. Now I'm confused. I thought this would be something Amazon would cover, so why is customer service sending me a message? I thought this would be covered under the A-Z guarantee.

Can someone please help me understand how I should respond and what you do in these types of situations. Thank you.

Is anyone else having issues with AtoZ claims for "item not received" even though the tracking says delivered using Amazon USPS labels? Amazon granted a full refund and said I was responsible for the refund and deducted the money from my account but didn't count it against me. The orders were shipped on time via Amazon shipping labels...scanned in by USPS on time and delivered early. However, the customer claims item not delivered. I contacted the USPS local office and they confirmed it was delivered to the correct address and confirmed it by GPS delivery scan. So how can I prevent these bogus claims being paid from my account? I thought that the purpose of using Amazon labels and shipping on time would cover any "item not received" claims.

Hello,

I’ve just received a refund request from a customer claiming late delivery. However, the delivery was scheduled until the 31st, and the customer received the item on the 22nd. What should be my next step?