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Seller_ovrPvYAlTpSlK

What Does Amazon Expect from Sellers When an International Package Is Delayed? (Even If Shipped on Time)

Hello everyone,

I’ve been going through Amazon’s A-to-Z policy and also contacted Seller Support, but I still haven’t received a clear answer to this:

What exactly does Amazon expect sellers to do when an international package is delayed — even if it was shipped on time with valid tracking?

Here’s the situation:

  • The order was shipped on time from another country using an express courier.
  • The tracking is valid, but the package seems to be stuck in customs or delayed by the shipping carrier.
  • The customer is frustrated because the delivery is past the estimated delivery date.
  • I’m concerned about an A-to-Z claim and how it might affect my Order Defect Rate (ODR), even though the delay is out of my control.

So my questions are:

  • Does Amazon expect me to proactively offer a full or partial refund in such cases?
  • Is contacting the customer and explaining the delay enough?
  • Will I still be penalized even if I did everything right on my side?
  • What are the best practices to protect my account health when international shipping delays occur?

I’d really appreciate any guidance from experienced international sellers or moderators.

Thanks in advance!

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1 respuesta
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Etiquetas:Envío, Gestionado por el vendedor, Pedidos defectuosos
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Seller_ovrPvYAlTpSlK

What Does Amazon Expect from Sellers When an International Package Is Delayed? (Even If Shipped on Time)

Hello everyone,

I’ve been going through Amazon’s A-to-Z policy and also contacted Seller Support, but I still haven’t received a clear answer to this:

What exactly does Amazon expect sellers to do when an international package is delayed — even if it was shipped on time with valid tracking?

Here’s the situation:

  • The order was shipped on time from another country using an express courier.
  • The tracking is valid, but the package seems to be stuck in customs or delayed by the shipping carrier.
  • The customer is frustrated because the delivery is past the estimated delivery date.
  • I’m concerned about an A-to-Z claim and how it might affect my Order Defect Rate (ODR), even though the delay is out of my control.

So my questions are:

  • Does Amazon expect me to proactively offer a full or partial refund in such cases?
  • Is contacting the customer and explaining the delay enough?
  • Will I still be penalized even if I did everything right on my side?
  • What are the best practices to protect my account health when international shipping delays occur?

I’d really appreciate any guidance from experienced international sellers or moderators.

Thanks in advance!

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor, Pedidos defectuosos
10
10 visualizaciones
1 respuesta
Responder
1 respuesta
user profile
JiAlex_Amazon
En respuesta a la publicación de Seller_ovrPvYAlTpSlK

@Seller_ovrPvYAlTpSlK

Following up on your post. This is indeed a tricky situation that many sellers face, with the complexities of cross-border shipments.

First, it's important to note that Amazon doesn't typically expect sellers to offer refunds proactively in these situations. However, your response to the delay can significantly impact both customer satisfaction and how Amazon views your handling of the issue.

The most crucial step is to communicate clearly and promptly with your customer. As soon as you're aware of the delay, reach out to explain the situation. Be transparent about the cause of the delay, provide any available updates, and if possible, give a new estimated delivery date. This proactive communication often goes a long way in managing customer expectations and reducing the likelihood of A-to-Z claims.

Regarding your ODR, Amazon generally takes into account factors beyond a seller's control, such as customs delays. However, it's crucial to document everything. Keep detailed records of when the item was shipped, the tracking information, and all communications with the customer (always use Amazon buyer message portal). If an A-to-Z claim is filed, this documentation will be vital in your appeal.

Best practices for protecting your account health include:

  • Using reliable international shipping services with good tracking
  • Setting realistic delivery expectations in your listings
  • Being proactive and transparent in your customer communications
  • Considering offering goodwill gestures for significant delays (e.g., partial refunds or future discounts)

Remember, while you can't control customs or shipping carrier delays, you can control how you respond to them. A prompt, professional, and customer-focused approach is your best defense against negative impacts on your seller metrics.

If you find that A-to-Z claims are being unfairly decided against you despite your best efforts, don't hesitate to appeal these decisions. Provide all relevant documentation and explain clearly how you've acted in good faith and in line with Amazon's policies.

If you need assistance, don’t hesitate to reach out to our support channel.

Regards,

JiAlex

00
Sigue esta conversación para recibir notificaciones cuando haya nueva actividad
user profile
Seller_ovrPvYAlTpSlK

What Does Amazon Expect from Sellers When an International Package Is Delayed? (Even If Shipped on Time)

Hello everyone,

I’ve been going through Amazon’s A-to-Z policy and also contacted Seller Support, but I still haven’t received a clear answer to this:

What exactly does Amazon expect sellers to do when an international package is delayed — even if it was shipped on time with valid tracking?

Here’s the situation:

  • The order was shipped on time from another country using an express courier.
  • The tracking is valid, but the package seems to be stuck in customs or delayed by the shipping carrier.
  • The customer is frustrated because the delivery is past the estimated delivery date.
  • I’m concerned about an A-to-Z claim and how it might affect my Order Defect Rate (ODR), even though the delay is out of my control.

So my questions are:

  • Does Amazon expect me to proactively offer a full or partial refund in such cases?
  • Is contacting the customer and explaining the delay enough?
  • Will I still be penalized even if I did everything right on my side?
  • What are the best practices to protect my account health when international shipping delays occur?

I’d really appreciate any guidance from experienced international sellers or moderators.

Thanks in advance!

10 visualizaciones
1 respuesta
Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor, Pedidos defectuosos
10
Responder
user profile
Seller_ovrPvYAlTpSlK

What Does Amazon Expect from Sellers When an International Package Is Delayed? (Even If Shipped on Time)

Hello everyone,

I’ve been going through Amazon’s A-to-Z policy and also contacted Seller Support, but I still haven’t received a clear answer to this:

What exactly does Amazon expect sellers to do when an international package is delayed — even if it was shipped on time with valid tracking?

Here’s the situation:

  • The order was shipped on time from another country using an express courier.
  • The tracking is valid, but the package seems to be stuck in customs or delayed by the shipping carrier.
  • The customer is frustrated because the delivery is past the estimated delivery date.
  • I’m concerned about an A-to-Z claim and how it might affect my Order Defect Rate (ODR), even though the delay is out of my control.

So my questions are:

  • Does Amazon expect me to proactively offer a full or partial refund in such cases?
  • Is contacting the customer and explaining the delay enough?
  • Will I still be penalized even if I did everything right on my side?
  • What are the best practices to protect my account health when international shipping delays occur?

I’d really appreciate any guidance from experienced international sellers or moderators.

Thanks in advance!

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor, Pedidos defectuosos
10
10 visualizaciones
1 respuesta
Responder
user profile

What Does Amazon Expect from Sellers When an International Package Is Delayed? (Even If Shipped on Time)

por parte de Seller_ovrPvYAlTpSlK

Hello everyone,

I’ve been going through Amazon’s A-to-Z policy and also contacted Seller Support, but I still haven’t received a clear answer to this:

What exactly does Amazon expect sellers to do when an international package is delayed — even if it was shipped on time with valid tracking?

Here’s the situation:

  • The order was shipped on time from another country using an express courier.
  • The tracking is valid, but the package seems to be stuck in customs or delayed by the shipping carrier.
  • The customer is frustrated because the delivery is past the estimated delivery date.
  • I’m concerned about an A-to-Z claim and how it might affect my Order Defect Rate (ODR), even though the delay is out of my control.

So my questions are:

  • Does Amazon expect me to proactively offer a full or partial refund in such cases?
  • Is contacting the customer and explaining the delay enough?
  • Will I still be penalized even if I did everything right on my side?
  • What are the best practices to protect my account health when international shipping delays occur?

I’d really appreciate any guidance from experienced international sellers or moderators.

Thanks in advance!

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor, Pedidos defectuosos
10
10 visualizaciones
1 respuesta
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JiAlex_Amazon
En respuesta a la publicación de Seller_ovrPvYAlTpSlK

@Seller_ovrPvYAlTpSlK

Following up on your post. This is indeed a tricky situation that many sellers face, with the complexities of cross-border shipments.

First, it's important to note that Amazon doesn't typically expect sellers to offer refunds proactively in these situations. However, your response to the delay can significantly impact both customer satisfaction and how Amazon views your handling of the issue.

The most crucial step is to communicate clearly and promptly with your customer. As soon as you're aware of the delay, reach out to explain the situation. Be transparent about the cause of the delay, provide any available updates, and if possible, give a new estimated delivery date. This proactive communication often goes a long way in managing customer expectations and reducing the likelihood of A-to-Z claims.

Regarding your ODR, Amazon generally takes into account factors beyond a seller's control, such as customs delays. However, it's crucial to document everything. Keep detailed records of when the item was shipped, the tracking information, and all communications with the customer (always use Amazon buyer message portal). If an A-to-Z claim is filed, this documentation will be vital in your appeal.

Best practices for protecting your account health include:

  • Using reliable international shipping services with good tracking
  • Setting realistic delivery expectations in your listings
  • Being proactive and transparent in your customer communications
  • Considering offering goodwill gestures for significant delays (e.g., partial refunds or future discounts)

Remember, while you can't control customs or shipping carrier delays, you can control how you respond to them. A prompt, professional, and customer-focused approach is your best defense against negative impacts on your seller metrics.

If you find that A-to-Z claims are being unfairly decided against you despite your best efforts, don't hesitate to appeal these decisions. Provide all relevant documentation and explain clearly how you've acted in good faith and in line with Amazon's policies.

If you need assistance, don’t hesitate to reach out to our support channel.

Regards,

JiAlex

00
Sigue esta conversación para recibir notificaciones cuando haya nueva actividad
user profile
JiAlex_Amazon
En respuesta a la publicación de Seller_ovrPvYAlTpSlK

@Seller_ovrPvYAlTpSlK

Following up on your post. This is indeed a tricky situation that many sellers face, with the complexities of cross-border shipments.

First, it's important to note that Amazon doesn't typically expect sellers to offer refunds proactively in these situations. However, your response to the delay can significantly impact both customer satisfaction and how Amazon views your handling of the issue.

The most crucial step is to communicate clearly and promptly with your customer. As soon as you're aware of the delay, reach out to explain the situation. Be transparent about the cause of the delay, provide any available updates, and if possible, give a new estimated delivery date. This proactive communication often goes a long way in managing customer expectations and reducing the likelihood of A-to-Z claims.

Regarding your ODR, Amazon generally takes into account factors beyond a seller's control, such as customs delays. However, it's crucial to document everything. Keep detailed records of when the item was shipped, the tracking information, and all communications with the customer (always use Amazon buyer message portal). If an A-to-Z claim is filed, this documentation will be vital in your appeal.

Best practices for protecting your account health include:

  • Using reliable international shipping services with good tracking
  • Setting realistic delivery expectations in your listings
  • Being proactive and transparent in your customer communications
  • Considering offering goodwill gestures for significant delays (e.g., partial refunds or future discounts)

Remember, while you can't control customs or shipping carrier delays, you can control how you respond to them. A prompt, professional, and customer-focused approach is your best defense against negative impacts on your seller metrics.

If you find that A-to-Z claims are being unfairly decided against you despite your best efforts, don't hesitate to appeal these decisions. Provide all relevant documentation and explain clearly how you've acted in good faith and in line with Amazon's policies.

If you need assistance, don’t hesitate to reach out to our support channel.

Regards,

JiAlex

00
user profile
JiAlex_Amazon
En respuesta a la publicación de Seller_ovrPvYAlTpSlK

@Seller_ovrPvYAlTpSlK

Following up on your post. This is indeed a tricky situation that many sellers face, with the complexities of cross-border shipments.

First, it's important to note that Amazon doesn't typically expect sellers to offer refunds proactively in these situations. However, your response to the delay can significantly impact both customer satisfaction and how Amazon views your handling of the issue.

The most crucial step is to communicate clearly and promptly with your customer. As soon as you're aware of the delay, reach out to explain the situation. Be transparent about the cause of the delay, provide any available updates, and if possible, give a new estimated delivery date. This proactive communication often goes a long way in managing customer expectations and reducing the likelihood of A-to-Z claims.

Regarding your ODR, Amazon generally takes into account factors beyond a seller's control, such as customs delays. However, it's crucial to document everything. Keep detailed records of when the item was shipped, the tracking information, and all communications with the customer (always use Amazon buyer message portal). If an A-to-Z claim is filed, this documentation will be vital in your appeal.

Best practices for protecting your account health include:

  • Using reliable international shipping services with good tracking
  • Setting realistic delivery expectations in your listings
  • Being proactive and transparent in your customer communications
  • Considering offering goodwill gestures for significant delays (e.g., partial refunds or future discounts)

Remember, while you can't control customs or shipping carrier delays, you can control how you respond to them. A prompt, professional, and customer-focused approach is your best defense against negative impacts on your seller metrics.

If you find that A-to-Z claims are being unfairly decided against you despite your best efforts, don't hesitate to appeal these decisions. Provide all relevant documentation and explain clearly how you've acted in good faith and in line with Amazon's policies.

If you need assistance, don’t hesitate to reach out to our support channel.

Regards,

JiAlex

00
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