Customer states package not delivered. How to proceed?
I have not had this happen in a very long time and I forget the proper way to deal with this. Customer states that they received notification yesterday that their package arrived. The emailed me tonight saying they do not have it. Shipping was purchased on my UPS account as I have better discounts than amazon. I have a photo from UPS of the door in which it was dropped off in front of. What is the proper way to respond to the customer and go from here?
Thanks !
Customer states package not delivered. How to proceed?
I have not had this happen in a very long time and I forget the proper way to deal with this. Customer states that they received notification yesterday that their package arrived. The emailed me tonight saying they do not have it. Shipping was purchased on my UPS account as I have better discounts than amazon. I have a photo from UPS of the door in which it was dropped off in front of. What is the proper way to respond to the customer and go from here?
Thanks !
0 replies
Seller_4zBzdtgCyS9EI
If you don't use Amazon shipping, you have little choice but to issue a refund. Quickly too, before the buyer opens an A-Z that you cannot win anymore.
Dominic_Amazon
Hi @Seller_GDEz1E7peMxYe,
Dominic from Amazon here, would like to help with this. If a customer states they didn't receive their package there are a number of options you have. You can issue them a refund or you can have them submit an A-Z claim and provide Amazon with the proof of delivery.
Please let me know if you have any questions!
Best,
Dominic
