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Delivery issues
I have a customer demanding a refund for a product not received, however the usps tracking states the item was delivered? How do I resolve this?
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Seller_DdmPiA1p1S2Wu
If shipped on time (with a physical scan no later than the ship by date) with Amazon Buy Shipping or Veeqo, send the buyer the Item Not Received template at the bottom of this message which instructs them to file an A-Z claim which Amazon will cover. If you do not have a physical scan no later than the ship by date, or you did not use Amazon Buy Shipping or Veeqo, you will need to refund the buyer yourself as you will automatically lose if they file an A-Z claim in that case. (Although it does seem that although Amazon takes the funds from you, they don't count it against your ODR any more if the package does show it was delivered on time in the tracking from what I've seen in the forums.)
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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 888-280-4331 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.
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