item hasn't arrived, but tracking says it was delivered
The tracking says delivered, customer says it's not there. I sent them the standard "ask your neighbors, delivery driver and local post office" note. Then directed them to file an A-Z claim.
After them yelling at me through messaging, they finally filed. I got the "We've been contacted by a customer regarding the order identified below. Item not received" message. Then another saying "The customer is still not able to received the package."
Do I need to respond to these?
Is this still the correct path to take so that the customer can get refunded?
Thanks
Kathy
item hasn't arrived, but tracking says it was delivered
The tracking says delivered, customer says it's not there. I sent them the standard "ask your neighbors, delivery driver and local post office" note. Then directed them to file an A-Z claim.
After them yelling at me through messaging, they finally filed. I got the "We've been contacted by a customer regarding the order identified below. Item not received" message. Then another saying "The customer is still not able to received the package."
Do I need to respond to these?
Is this still the correct path to take so that the customer can get refunded?
Thanks
Kathy
0 respuestas
Seller_2azHBWt7FzGTG
If you have directed the customer to file an A-Z claim, I would hope that you used Buy Now Shipping services from Amazon.
If you did use Buy Now shipping and shipped on or before the ship by date then you are covered under the A-Z guarantee and the claim will be Amazon funded.
If you did not use Buy Now shipping or did not ship on time, the A-Z claim will be seller funded and your metrics will take a hit.
Either way, the customer will be refunded. There is no reason to continue to contact the customer unless they contact you or A-Z needs more info for the claim.
Seller_qUdoi6XLICFHs
You have 24-hours to respond to any/all Buyer-initiated communications.
Assuming the buyer initiated the A-to-Z claim with Amazon, your response would simply be to reassure them that Amazon is processing their claim and Amazon will take care of any refunds.
A-to-Z notes: Amazon requires the buyer wait 48-hours after first contacting you... and "it can take us up to one week to review requests. We'll let you know about our decision using the email address related to your account."
Seller_xlf3vF516IRli
This to me says that they contacted Amazon Customer Service and did NOT file an A-Z. If they had filed an A-Z, you'd get an email about them filing an A-Z. Just be sure to respond to this message within 24 hours with the same info you have already provided about delivery and filing an A-Z. I find that's the best info you can provide. It can cause you to auto-lose any A-Z claims if you do not respond.
Seller_52pUzzgnsLDGs
It arrived. The mailman cannot scan a package delivered (or a padded envelope, whatever you used) unless it is in his hands. The buyer is welcome to have their postmaster run a GPS report showing exactly where the postman was standing when he scanned the package delivered. They are either looking for an amazon box on their porch and are too lazy to go get the smaller packages out of the mailbox or they are scamming you.
Only respond to the AtoZ with order placed / date, order ship by date, order shipped date, package delivered date, you used Amazon postage and Amazon policy clearly states when you use Amazon postage and package is clearly delivered but buyer "can't find it" Amazon covers any refunds and seller is not charged a metric hit on their account. You sent exactly what the customer ordered, shipped right away, delivered blah blah blah .... excellent service, blah bhal blah
