Amazon FBM - Royal Mail lost parcel - correct procedure for replacement?
Hi everyone!
As new Amazon FBM sellers we are wondering what the best procedure is for handling lost parcels?
We have tracking that hasn't been updated in over a week.
We would like to send out a replacement order to the customer (whilst we try put a claim in with RM) - but aren't sure how to do this?
Can we send replacements via the Amazon Seller system? Or do we cancel/refund the original order?
We would like to avoid anything that damages our account as new sellers and would rather go above and beyond for the customer.
Any advice greatly welcomed
Amazon FBM - Royal Mail lost parcel - correct procedure for replacement?
Hi everyone!
As new Amazon FBM sellers we are wondering what the best procedure is for handling lost parcels?
We have tracking that hasn't been updated in over a week.
We would like to send out a replacement order to the customer (whilst we try put a claim in with RM) - but aren't sure how to do this?
Can we send replacements via the Amazon Seller system? Or do we cancel/refund the original order?
We would like to avoid anything that damages our account as new sellers and would rather go above and beyond for the customer.
Any advice greatly welcomed
3 replies
Seller_HetZ8jdM3gAgI
Refund the customer in full and ask them to reorder if they want the item.
Look through the forums and you'll see examples of dozens of sellers who have sent a replacement and then the customer has been refunded by Amazon anyway
Seller_mS10UjVYuuGor
Best practice is to apologise to the customer that the item is lost in the post and refund, inviting the customer to reorder if they still want the item. The customer could possibly still leave you a negative review (unlikely if they are decent people) but you won't get into trouble with Amazon. If you wait for an A to Z claim Amazon will refund but may add an order defect violation to your account.
Sending a replacement gives you another tracking number which won't be logged with Amazon against the original order, potentially meaning you could end up losing two items, two postage charges and still end up having the original item refunded. Seperate orders keeps it clean.
Seller_pEXz19pDzWCEo
Sorry to hear your issue.
If you get a collection from Royal Mail and it hasn't been scanned prior to depot, you will not get any compensation from them.
We would like to point this out as RM are not conveying to their customers that collection is no longer proof of receipt.
We would not advise sending a replacement out. Contact the customer and advise of the situation. If the buyer is not prepared to wait, then refund them and they can purchase again if they so wish.
