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This article applies to selling in: United Kingdom

What if a buyer says they didn't receive their order?

If a buyer says that they didn't receive an order, you and your customer service policy ultimately determine how you will handle it. All sellers are expected to demonstrate a high level of customer service. We encourage you to work with the buyer to reach a mutually agreeable solution.

Below are some ways you can handle this situation. Regardless of which option you choose, the buyer might still post negative feedback for the transaction.

For details about your orders, see Manage your orders.

Refund the buyer

The most customer-friendly solution is to issue a refund for a product that was not received. If the original order arrives after you've made a refund, Amazon can recharge the customer (with their authorisation). For information about full and partial refunds, see Refund Orders.

To learn about how returns and refunds are handled for Fulfilment by Amazon (FBA) orders, see Customer returns for orders fulfilled by Amazon.

Ask the buyer to wait a bit longer for the order to arrive

See Contact a buyer to learn how to initiate communication. If you choose this option, be aware that the buyer might file an A-to-z Guarantee claim.

Buyers can file a claim 3 calendar days after the maximum estimated delivery date or 30 days after the order date, whichever is earlier. They have 90 days from the maximum estimated delivery date or date of service to file a claim. However, Amazon reserves the right to accept claims after that time frame.

For more information, see What to do if you receive an A-to-z Guarantee claim.

Ship or drop-ship a replacement order at your cost

If you choose this option, issue a refund, and then ask the buyer to reorder the product. Although this might cause a financial loss to your business, it's good customer service. If the original order arrives, you can arrange a return with the buyer.

Contact your shipping carrier

If an order is lost in transit or shipped to the wrong address, sometimes you can get help from your shipping carrier. If you purchased package tracking or insurance, the carrier might be able to help find the package or file an insurance claim. If you did not get tracking information, your carrier might have other options available to help find the package.

Tip: We encourage you to use tracking when you ship packages. Tracking can significantly reduce the costs associated with a lost shipment. It is also your best protection for A-to-z Guarantee claims.

Work with the buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all sellers are expected to demonstrate a high level of customer service.

Below are some ways you can handle this situation. Please note that regardless of the option you choose, the buyer may still leave feedback for the transaction.

  • Refund the buyer. Issuing a refund for a product that was not received is usually the most customer-friendly solution. If the order eventually arrives after you've made a refund, Amazon.co.uk can recharge the buyer with the buyer's authorisation. Learn how to issue a refund
  • Ask the buyer to wait a bit longer for their order to arrive. If you choose this option, please be aware that your buyer may file an A-to-z Guarantee claim. Learn more about the A-to-z Guarantee.  
  • Send a replacement order at your expense. While this may be a financial loss for your business, it is good customer service. If the buyer ultimately receives the lost item, you can work with the buyer to facilitate a return. 
  • Contact your carrier: In some instances, if an order was lost in transit, you may be able to receive assistance from your carrier. If you purchased package tracking or insurance, the carrier may be able to assist in locating the package or filing an insurance claim. If tracking information was not obtained, there still may be options available from your carrier to help locate the package.
Expert Tip: Using tracking information when posting packages is highly recommended. The small cost of obtaining tracking can significantly reduce the chances of cost associated with a lost package. Tracking information on packages is also your best protection as a seller in the event of an A-to-z Guarantee claim.
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