Countries
Read only
"Dear Amazon Seller" message from a customer
Hi, I got this message from a customer. It looks like it's from "Amazon Customer Service" but it came directly via a customer message, so I'm just worried it could be a scam/spam type thing. It also contains some bad English, eg "customer still haven't received the item until now"
Has anyone else experienced similar? (product / order IDs replaced with XYZ)
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: XYZ
Order number: XYZ
Return requested: No
Reason for contact: The package shows delivered on Feb. 2 however, customer still haven't received the item until now. Please provide options if replacement of refund is possible, and get back to the customer immediately.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service "
5 replies
Seller_4zBzdtgCyS9EI
from what I understand, the customer states they have not received their package:
If you did not use Amazon Buy Shipping you are on the hook for late and INR disputes and will rarely win an appeal, even with signature confirmation. If a buyer contacted you and claims they did not receive their item, consider yourself billed.
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
If you followed all rules and you’re A-Z appeal was denied, post it to the forum, including all the above information.
SEAmod
Hello @Seller_D6Cp8BQEJzuoh
I am unable to locate your selling account using your forum user name and forum ID. I was going to take a look at the message you received. If the package was delivered on February 2, then it is well past the 30 day return window. If you can provide an Order number or a related Case ID, I could review this in more depth.
Susan
Seller_rGcQW1yb6ZWbC
If this message is in your seller-buyer message center, then respond to the buyer just as you would any other message. If you used amazon's buy shipping, shipped on time (and it was scanned into the mail stream on time), then tell the buyer to file an A to Z claim. You would be covered.
Similar Discussions
