Buyer Paid for Next Day, Package was Delivered 1 Day Late, Questions
Package arrived one day late. Buyer seems mad, as they should be. They want to be refunded for the shipping charges, which I think is fair but I also don't think we should have to pay for it. We dropped the package off the next morning after they paid, had the package scanned in by FedEx.
This has happened in the past, and this is what I normally tell the buyer:
Because we bought this label through Amazon buy shipping, this means both the buyer and seller are protected. Please contact Amazon support, and ask to open an A-to-Z claim. They will review the issue at hand and most likely issue a partial refund.
The buyer contacted me saying Amazon support is telling them that it is not their issue, and to contact the seller to get a refund? Is Amazon buy shipping not protecting sellers anymore in these instances?!?!
Buyer Paid for Next Day, Package was Delivered 1 Day Late, Questions
Package arrived one day late. Buyer seems mad, as they should be. They want to be refunded for the shipping charges, which I think is fair but I also don't think we should have to pay for it. We dropped the package off the next morning after they paid, had the package scanned in by FedEx.
This has happened in the past, and this is what I normally tell the buyer:
Because we bought this label through Amazon buy shipping, this means both the buyer and seller are protected. Please contact Amazon support, and ask to open an A-to-Z claim. They will review the issue at hand and most likely issue a partial refund.
The buyer contacted me saying Amazon support is telling them that it is not their issue, and to contact the seller to get a refund? Is Amazon buy shipping not protecting sellers anymore in these instances?!?!
21 replies
Seller_CW0P5hgbsiqWX
"The buyer contacted me saying Amazon support is telling them that it is not their issue,"
Well, seems it is evident that your buyer did not follow your detection, because if he did, there would only be a click of a tab, no conversation with anybody. So, is what the buyer said true or not true.
Next day delivery does have some grey area. buyer purchases item at 1:00pm, then next day delivery should be possible. Buyer purchases item at 7:00pm, then next day would actually be in 2 days. However, the scamming buyer knows this and hopes it will go unnoticed and files a claim anyway.
It the timing is not an issue, you can stand your ground, knowing if the buyer actually files a claim, Amazon is going to refund in full, from your account anyway, just to please the buyer.
Seller_3wzBczgcWe0Ch
Amazons help pages for sellers tells the 3rd party seller to direct the buyer to contact the carrier for a guaranteed service refund.
Seller_RBhUBoAVfCNRG
You contact FEDEX for a refund if they missed the delivery guarantee. But be aware, FBM - you need to be careful on those next day orders. If the order was early in the day, you might actually have to rush to get it out that same morning.
We are missing some info from your post.
Seller_G53rrrmDqxLLo
You say " We dropped the package off the next morning after they paid" . So at what time did you get the order and the confirmation to ship? They paid for NEXT DAY and you shipped the Next day. Not knowing the time of the order, it seems you are at fault.
Seller_iDD9b1SV65vS0
Fedex is unreliable , you should use UPS, refund the customer and you are done, lesson learned!
Seller_WtOwWhtSrFjva
Just tell them to file an A to Z. They don't have to call support. CS is always telling this to customers so they can get them off the phone and go back to sipping Mai Tais and complaining about how the sub contractor to Amazon is treating them.
Seller_YGb4MVtDSVa5l
Bro. Use UPS for any expedited packages. FEDEX and USPS are not reliable!!!
Seller_HP0CuTSNvJvu9
I would refund, apologize sincerely, and file claim with carrier. If Amazon HAS covered things like this in the past it could be considered charity. I even say this as someone who is currently very discontent with Amazon the past few years. The carrier didn't meet their guarantee and should cover it.
Seller_NaEy7NOsIT9d8
"Shipments are delivered the day after they're dropped off at a FedEx location or picked up from the customer. Make sure you get your shipment to FedEx before the overnight cutoff time."
Say you dropped off a Monday order with FedEx on Tuesday morning, the buyer should get it sometime on Wednesday. If your buyer expected you to drop it off before the overnight cutoff time on Monday then they believe that next day delivery would be sometime Tuesday. And I don't see Amazon or FedEx paying for it. But of course you did not provide sufficient details for anyone to answer your question.
Seller_DdmPiA1p1S2Wu
A lot of people seem to be saying to have the buyer file an A-Z Claim to get Amazon to cover this. I am rather surprised by that in this case as I didn't think Amazon would cover a case like this. The buyer isn't stating that they didn't receive the item at all, which would be an INR claim, they are stating that they received the item late. As far as I know, any time an item is delivered late, it falls on the seller to take the loss. I think the correct course of action here is for you to refund the shipping to the buyer and file a claim for reimbursement from FedEx for a delivery commitment failure. This was on your linked FedEx account, correct?
