"The tracking says that it arrived but nothing was delivered." What do we tell this customer?
Customer says : Reported Unresolved.
The two orders totaling almost $300 were shipped on time, were delivered on time, were shipped through Amazon Buy Shipping Now. Tracking shows that they were delivered. Seems like Amazon has opened the door to this new way to get free stuff. I already said:
Hi,
Thanks for reaching out. We’re sorry to hear you haven’t received your package.
According to the tracking information, the carrier has marked the package as delivered. In some cases, deliveries may be left in unexpected places—like a side door, porch, behind a planter, or even with a neighbor. Occasionally, packages are also marked as delivered before they actually arrive.
We recommend checking around the property and asking anyone in your household or building if they may have received it on your behalf.
Especially, talk to the USPS carrier directly about this, since it was delivered on Friday, just a few days ago.
If the package still can’t be located, we suggest contacting your local carrier directly with the tracking number—they’re often able to provide more detailed information about the delivery.
Please keep us posted on what you find. We’re here to help and want to make sure this gets resolved.
Warm regards,
Mark
"The tracking says that it arrived but nothing was delivered." What do we tell this customer?
Customer says : Reported Unresolved.
The two orders totaling almost $300 were shipped on time, were delivered on time, were shipped through Amazon Buy Shipping Now. Tracking shows that they were delivered. Seems like Amazon has opened the door to this new way to get free stuff. I already said:
Hi,
Thanks for reaching out. We’re sorry to hear you haven’t received your package.
According to the tracking information, the carrier has marked the package as delivered. In some cases, deliveries may be left in unexpected places—like a side door, porch, behind a planter, or even with a neighbor. Occasionally, packages are also marked as delivered before they actually arrive.
We recommend checking around the property and asking anyone in your household or building if they may have received it on your behalf.
Especially, talk to the USPS carrier directly about this, since it was delivered on Friday, just a few days ago.
If the package still can’t be located, we suggest contacting your local carrier directly with the tracking number—they’re often able to provide more detailed information about the delivery.
Please keep us posted on what you find. We’re here to help and want to make sure this gets resolved.
Warm regards,
Mark
7 replies
Seller_7h8fwI9GjeZWh
Here is what I sent:
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Hello,
I understand this situation is frustrating, and I want to help as best I can.
The tracking information still shows the item was delivered, so at this point, the best next step is to contact the carrier directly and request more details. They may be able to speak to the driver or provide a GPS scan location.
TRACKINGNUMBER1
Sat, Jun 14, 2025, 11:35 AM PDT Package delivered.
TRACKINGNUMBER2
Sat, Jun 14, 2025, 11:35 AM PDT Package delivered.
Please let us know what they say, and if they open a case, feel free to share the case number so we can also follow up from our side if needed.
We take delivery issues seriously and will do our best to assist once more information is available.
Best regards,
Mark
Seller_OvL8C4BJWiuS9
Did they respond? Most likely this will turn into a claim, of which you should tell them to file (if you used Amazon shipping you "should" be ok for them to cover it). Dot all your Is and cross you T's-make sure that carrier scanned the order as accepted on or before the ship by date. And everything related to the tracking is correct.
Seller_7h8fwI9GjeZWh
Check this out...
USPS GPS scan
USPS does include GPS location data when a package is scanned as “Delivered,” but this information is not available online to customers or sellers. To access the GPS scan data, you’ll need to visit or call your local USPS Post Office and ask to speak with a supervisor or delivery manager. Provide them with the tracking number and request the GPS coordinates associated with the final delivery scan. This data typically shows where the carrier was located—within a few feet—when the package was marked as delivered. While USPS employees are not required to give out GPS data directly, they can use it to verify whether the item was delivered to the correct address or potentially misdelivered to a neighbor or nearby property. Many customers have successfully used this method to locate lost packages. If the GPS confirms delivery to your address, USPS may conclude the item was stolen or misplaced after delivery. If the scan shows a different location, they may investigate further and possibly retrieve the package. This GPS verification is often the best next step when a package is marked “Delivered” but the customer claims it never arrived. It can provide helpful clarity in resolving the issue fairly and accurately.
Seller_Hi7wbO2Kbo6bl
That's the important part. Did the purchase have that "guarantee" attached?
If so, the buyer needs to file an A to Z claim for non-receipt.
Unless Amazon reneges on their written promise (which they often do) the claim will be paid by Amazon with no impact to your metrics.
Xander_Amazon
That's the critical part!
Seller_R2dP7Hunjcdj0
This means that the first physical scan by the Carrier occurred BEFORE the close of the "Ship-By" Window scheduled by Amazon.
When it comes to "Item Not Received" claims, the fact that the package displays as "Delivered" does NOT matter to Amazon, only that the Recipient actually Received the package.
A simple internet search for "Porch-Pirate" will result in multiple examples of packages being stolen AFTER they were Delivered by the Carrier. In EVERY one of these instances, those packaged ALSO displayed as "Delivered", but clearly the recipient did NOT receive the package.
Amazon is VERY aware of this phenomena, and as such, has provided protection to the Seller for ALL A-Z Claims arising due to any "Problem with Delivery". The Seller need only purchase postage using Amazon Buy Shipping, and ship "On-Time" as scheduled by Amazon.
You will most likely receive an A-Z Claim for INR for this transaction. If you do, you need only defend the Claim with tracking info proving the package WAS scanned into the Carrier's possession "On-Time", and that you purchased Postage using Amazon Buy Shipping.
Especially, talk to the USPS carrier directly about this, since it was delivered on Friday, just a few days ago.
If the package still can’t be located, we suggest contacting your local carrier directly with the tracking number—they’re often able to provide more detailed information about the delivery.
I believe this is asking too much of the Buyer for what is not their fault.
In my opinion, what you SHOULD have replied to the Buyer is this:
We are sorry to read that you are reporting that your did not receive your Amazon Order # XXXXX.
XXXXX (Carrier) tracking displays that your package was Delivered to the provided Delivery location on XXXXX.
Please check with any other members of your household to see if they received your package. Additionally, it is possible that your package was Delivered to a neighbor by mistake, so checking with them is also prudent.
However, it is also possible that your package was stolen after Delivery before it was Received. If, after checking, you still do not have your package, you will need to file a Claim on Amazon for Item Not Received.
(Direct the Buyer as to where and how to do this action).
Since we purchased Postage using Amazon Buy Shipping and shipped "On-Time" as scheduled by Amazon, it wuld be Amazon who investigates your Claim and issues you any Refund that is due.
Please reply with any questions.
XXXX (you)
By explaining that Amazon will be the investigating entity, this will almost certainly END the issue for all "Fraudulent" Buyers, and provide the needed assistance to genuine instances of INR.
If you did NOT have the package scanned by the Carrier "On-Time" (verify on the Carrier website tracking), you will LOSE the Claim and have the Full Refund deducted from your account, AND take the Metrics "Hit" as well.
These are sufficient reasons to make SURE the packages are scanned by the Carrier "On-Time". Amazon does not accept "Scan-Sheets", "Self-Serve Kiosks", "Drop-Boxes", or anything OTHER than the first physical scan of the package by the Carrier.
I hope this helps.
Good Luck!
