Tracking Show Package Delivered. Customer didn't receive.
It appears to be more common that customers are reaching out to us directly saying that they haven't received their package.
When we look up their order number and tracking through UPS or USPS it will say that it is delivered. But the customer remains adamant that they haven't received their package. How do you handle these situations?
For what it is worth - we don't usually purchase shipping through Amazon. Most often times we will purchase shipping through PirateShip or UPS directly.
In the past I've submitted claims through UPS or USPS and it's a hit or miss on whether or not they accept it. Frustrating, of course. Hoping to glean some insight from you! What is the appropriate method of handing these situations?
Thanks!
Tracking Show Package Delivered. Customer didn't receive.
It appears to be more common that customers are reaching out to us directly saying that they haven't received their package.
When we look up their order number and tracking through UPS or USPS it will say that it is delivered. But the customer remains adamant that they haven't received their package. How do you handle these situations?
For what it is worth - we don't usually purchase shipping through Amazon. Most often times we will purchase shipping through PirateShip or UPS directly.
In the past I've submitted claims through UPS or USPS and it's a hit or miss on whether or not they accept it. Frustrating, of course. Hoping to glean some insight from you! What is the appropriate method of handing these situations?
Thanks!
32 replies
Seller_DdmPiA1p1S2Wu
Since you didn't purchase the shipping through Amazon, if you don't have signature confirmation from the delivery, your only course of action is to refund the buyer. You can try to file a claim with the carrier, but if they insist they delivered it to the correct location, that won't work out. If you don't refund the buyer, they can file an A-Z claim which you will immediately lose, so Amazon will refund the money to the buyer from your funds and you'll get an ODR hit.
Seller_Jpr1iJSGbQOdQ
Most of the time, the shipping cost is the same between Pirate Ship and Amazon. So use Amazon because of the INR protection if shipping is purchased through Amazon for the order.
Seller_xqQN9iSG2aGJn
I had this happen to me yesterday for a non-amazon purchase. Tracking showed UPS delivered 2 packages to me on Friday. The reality is that I did not receive them.
I told my UPS driver yesterday (Monday) and he said they have a GPS marker every time a package is delivered. He called the office and they gave him the address. Yes, it was misdelivered.
He knew exactly where it was delivered, Picked up the packages and brought them to me.
Ive been told USPS has this GPS tracker now as well.
Hopefully, UPS & USPS will start sharing this info online.
Lastly.....you should always buy the shipping thru Amazon.
Seller_LBQZt4wWsFSsy
sorry to hear that.
i think the carrier must take a photo and post on the internet when they delivered. meantime remind the customer check.
Seller_Fngd4lUVqJSnW
Last year I had a package returned to me by USPS saying the address was incorrect. But when I looked up the tracking USPS.com showed that it was delivered. So just cause they say it was delivered doesn't make it true.
Seller_LTNvvFJ2jqJOv
This is why I use Amazon Buy Shipping, always get, says delivered not received. A-Z claim, done.
Seller_gOEI26HVe3ja4
Use proof of delivery from carier and send to customer. Deny the return. When A-Z claim is filed appeal with carier proof of delivery
Seller_iDD9b1SV65vS0
The buyers in this platforms have online platforms where they learn how to defraud the sellers, It's looks like We are their enemies, you must buy the shipping through Amazon !!!
Seller_2UAlCTV1ZoS9w
As a long time seller on Amazon - 12 years - we only use Amazon's shipping. You are protected in this case and will win an A to Z claim.
Topher_Amazon
Thanks to everyone above sharing experiences and recommending Buy Shipping to protect against these instances.
Topher
