The buyer did not return the goods
The buyer opened a case and received a refund for the reason - The goods arrived too late. I provided him with a postal label and a return address in the USA, but he did not return the goods and does not respond to emails. What to do in this case?
Buyer from Colombia
The buyer did not return the goods
The buyer opened a case and received a refund for the reason - The goods arrived too late. I provided him with a postal label and a return address in the USA, but he did not return the goods and does not respond to emails. What to do in this case?
Buyer from Colombia
1 respuesta
Quincy_Amazon
Hello @Seller_Rm9W1y2pQjAVR
Thank you for posting your inquiry to the Forums.
You mentioned that the buyer opened a claim and received a refund. For delivery-related Claims, you can respond to the claim and provide the following information:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation
- carrier details
Please note that If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
For reference, Amazon provides A-to-z and SAFE-T claims protection against "Package didn't arrive" claims when all of the following criteria are met:
[1] Amazon has reimbursed the buyer for the undelivered package.
[2] The shipping label was:
- Purchased through Amazon Buy Shipping
- Designated as "Claims Protected" - The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased.
[3] The order was shipped on time. Timeliness is determined by the carrier's first scan, not by your shipment confirmation.
Please feel free to review the below help pages that provide additional detail on Amazon Buy Shipping:
For additional guidance on appealing the A-Z Claim, you can review the following help pages:
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Quincy_Amazon
