A Seller's Guide to Handling 'Item Not Received' Claims
Has a buyer ever contacted you about a missing package? When a buyer reports not receiving their order, you have several options:
Request patience from buyer
- Ask the buyer to wait a bit longer via Buyer-Seller Messages
- Be aware the buyer may file an A-to-Z claim
Check shipping status
- Contact your shipping carrier if tracking is available
- Use tracking information to verify delivery status
- File insurance claim with your carrier if applicable
Ship replacement
- You can arrange a return if the original item arrives later
Issue refund
- Issue a full refund or Issue a partial refund
- If original order arrives after refund, Amazon can recharge customer with authorization
Preventative care is important! Remember the following:
- Orders that use Amazon Buy Shipping "Claims Protected" qualify for protections against Package didn’t arrive claims.
- Always use tracking when possible. This also protects your valid tracking rate.
- Keep records of all buyer communication.
- Remember buyers have 90 days from the maximum estimated delivery date to file an A-to-Z claim.
The key is maintaining good customer service while protecting your business interests through proper documentation and tracking. Issuing a refund for a product not received is the most customer-friendly solution.
Additional resources:
To handle negative feedback, refer to What can I do about negative feedback?
The SAFE-T process allows you to file a claim for reimbursement if you want to appeal Amazon's decision to issue a refund to a customer.
For FBA orders, refer the buyer to Amazon Customer Service.
Do you have any additional tips for Item Not Received claims? Let us know in the comments.
A Seller's Guide to Handling 'Item Not Received' Claims
Has a buyer ever contacted you about a missing package? When a buyer reports not receiving their order, you have several options:
Request patience from buyer
- Ask the buyer to wait a bit longer via Buyer-Seller Messages
- Be aware the buyer may file an A-to-Z claim
Check shipping status
- Contact your shipping carrier if tracking is available
- Use tracking information to verify delivery status
- File insurance claim with your carrier if applicable
Ship replacement
- You can arrange a return if the original item arrives later
Issue refund
- Issue a full refund or Issue a partial refund
- If original order arrives after refund, Amazon can recharge customer with authorization
Preventative care is important! Remember the following:
- Orders that use Amazon Buy Shipping "Claims Protected" qualify for protections against Package didn’t arrive claims.
- Always use tracking when possible. This also protects your valid tracking rate.
- Keep records of all buyer communication.
- Remember buyers have 90 days from the maximum estimated delivery date to file an A-to-Z claim.
The key is maintaining good customer service while protecting your business interests through proper documentation and tracking. Issuing a refund for a product not received is the most customer-friendly solution.
Additional resources:
To handle negative feedback, refer to What can I do about negative feedback?
The SAFE-T process allows you to file a claim for reimbursement if you want to appeal Amazon's decision to issue a refund to a customer.
For FBA orders, refer the buyer to Amazon Customer Service.
Do you have any additional tips for Item Not Received claims? Let us know in the comments.
21 respuestas
Seller_Sram36TnVt73c
If tracking shows delivered, I start out by telling the customer I need to work with the Postal Inspector to find their package as I usually use USPS for my shipments.
Then I head over to the USPS site and file a missing package inquiry and wait a day or two for their response. Always do this for every USPS order... abusive mail recipients will get on their radar this way... and quite often USPS is well aware of problematic residents and may even clue you in to that.
If that doesn't scare them off I tell them to file an A to Z claim because I always buy shipping through Amazon so I'm protected.
Seller_r9wMm8LrE5iKj
Here's a recipe for getting your metrics gutted, and your sales cratered. Thanks for that, Amazon.
- Ask the buyer to wait a bit longer via Buyer-Seller Messages
- Be aware the buyer may file an A-to-Z claim
Seller_r9wMm8LrE5iKj
But, but, make sure to use Amazon shipping, which will make the claim almost impossible to win, and certainly not in a timely manner:
Seller_r9wMm8LrE5iKj
However, the customer will have no incentive to return an item after Amazon has already reimbursed them, and if they do this fraudulently and repeatedly, Amazon will not punish them:
Seller_r9wMm8LrE5iKj
Which the customer is unlikely to give. If you can even reach them through buyer-seller messaging. Which we just made more difficult:
Seller_r9wMm8LrE5iKj
This is a wildly insufficient statement, as other automations (with other downsides) are also required, and getting Amazon to honor their TOS requires training their reps in how the platform works, an experience often more painful than it's worth (or impossible):
Seller_r9wMm8LrE5iKj
Just don't ship freight, because in a lot of cases valid tracking does not mean what it means to a lay person:
Seller_r9wMm8LrE5iKj
Why? Why would this be true in any sane world? Imagine walking into a retail store and demanding your money back months after the purchase, with no requirement that you return the item and/or the ability to use an item for months (often an entire holiday season) and still get a refund:
Seller_r9wMm8LrE5iKj
Expecting us to do this in cases of fraud, stupidity, or a refusal/inability to interact with the customer is the most business-hostile solution:
Seller_r9wMm8LrE5iKj
This entire post indicates that Amazon is either clueless about how their platform works, or is entirely aware of all the catch-22's that hand seller money and product to buyers, while maintaining plausible deniability. You know what? I hope you lose your job. That sounds awful, but it's basically saying the same thing as this post, only more concisely.
