Tracking Shows Delivered but Customer Said Not Received
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.
Tracking Shows Delivered but Customer Said Not Received
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.
4 respuestas
Seller_sZ5Hm4TfoKFV7
Anybody have any expertise to add?
Seller_2azHBWt7FzGTG
@Seller_sZ5Hm4TfoKFV7Is the message actually from Amazon customer service?
If you used buy shipping and shipped on time you are guaranteed to be covered against loss or damage claims.
Do not refund if you shipped on or before the ship by date. It does not matter if it says delivered. The whole guarantee is hinged on you getting it scanned at the post on or before the ship by date on the order. So the first scan on the tracking must be on or before that ship by date. If it is not then it is on you to refund the customer as the guarantee is null and void.
