Hi everyone,

We normally don’t use Multichannel fulfillment but recently we ran out of stock of one item at our warehouse but was still available at Amazon. So we decided to continue selling it using the MCF option.

An order was sent on 11th May and as per tracking it was delivered to a neighbor on the 12th May. The customer contacted us on the 15th of May, claiming that the item was never received and if we can tell them which exact neighbor was it delivered to. Unfortunately, we could not find out further details of the property it was delivered to.

We issued a refund to the customer today and contacted Amazon today with the details of the customer’s claim and the issued refund. Amazon has responded that as the item is showing delivered, they would not reimburse. This is more frustrating as previously we have had one A-Z claim approved against us and the customer was refunded, although the item was showing delivered.

Is this the normal resolution that I should expect from Amazon, every time a MCF order goes missing?

Thanks