Costumer claimed didnt recieve the item
Hi good morning, please help am new seller, i don't know what to do, one of my customer claimed today june 4 didn't receive the item, but when i checked the tracking number, it's already received since may 29 with image proof in front of the exact address.
Costumer claimed didnt recieve the item
Hi good morning, please help am new seller, i don't know what to do, one of my customer claimed today june 4 didn't receive the item, but when i checked the tracking number, it's already received since may 29 with image proof in front of the exact address.
0 replies
Seller_Hi7wbO2Kbo6bl
Tracking is not proof of delivery. Nor are delivery photos. Only Signature proves delivery.
Or, Amazon makes promises connected to using Amazon's buy-shipping. If you bought your shipping label through Amazon, and tracking shows it was sent on time then Amazon promises to cover the A to Z claim for non-receipt (INR), and further promises to impact to your metrics.
They sometimes renege on that promise.
If you bought shipping through Amazon and tracking shows shipped on time, then you need to recommend to the buyer that they open a claim. The buyer will have to wait until after end of the delivery deadline before filing a claim.
Seller_xOpv4xim1Vjy9
If you shipped it yourself (FBM), you can try to file a Safe-T claim. As long as you have the necessary proof, amazon may reimburse you.
Seller_PTlxYn4jL0UAO
this is not rare. this is the norm. you will get lied to buy customers half the time, in my experience.
Seller_DdmPiA1p1S2Wu
Since you didn't use Amazon Buy Shipping, and since you don't have a signature (I'm assuming since you said there is an image from the carrier which only happens when they leave the package, not when they get a signature), you really don't have any recourse. You just have to refund the buyer since they are claiming INR. If you don't, they can just file an A-Z claim with Amazon which you will immediately lose, and Amazon will refund the buyer from your funds and count it against your ODR. As a new seller, this would probably be very bad for your account and you would likely go over 1% ODR, lose any Buy Boxes, and start seeing the "Your account is at risk of deactivation" messages. You also can't file a SAFE-T claim as someone in this thread suggested. You can only file a SAFE-T claim when Amazon does the refund, and it can't be through an A-Z claim.
Seller_aQELpSUQi3699
Everytime! Copy and paste tracking from shipper website to buyers e-mail. If picture is available send picture in e-mail to buyer to show proof of delivery. If you dont you loose a-z everytime.
Seller_nlFz11d3mMLUM
Hello! Welcome to Amzaon! It sounds like you have experienced the oldest trick in the e-book. If the customer is correct, then there are two explanations as to how their experience occurred: They are either the victim of theft, or your carrier made an error. Ask your customer what they think has happened and provide your customer with a link to their local police office and tell them to report property theft if they believe their parcel has been stolen AND provide them with a link for them to file a claim with your carrier instructing them to file a claim there if they believe the shipper made an error. Also be sure to ask if the address they provided you is accurate. Ensure them you will get a replacement out as soon as they give you the police report info OR the claim number with the carrier. If they follow thru your carrier will reimburse you the value of the order your customer placed so you can send out a replacement. If they provide you with a police report then send them a replacement. If they do neither they will likely stop hassling you.
Seller_NxQTyL4zOqAYv
If you are seller fulfilled and purchased your shipping through Amazon and shipped before the shipping cutoff date send them the message below in reply and nothing else. By Amazon policy, if you purchased shipping and shipped on time they will cover any loss, whether tracking shows delivery or not.
You are eligible to request a refund under the A-to-z Guarantee if “You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund.”
To request a refund on an eligible order:
Go to Your Orders
Locate your order in the list and click Problem with order
Select “Package didn’t arrive” from the list
Select Request refund
Enter your comment in the text box.
Select Submit
Note: Refund requests can take a few days to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive”
Seller_u4DFZMwKQUK3X
Many good suggestions here. As a long time Amazon seller, I can say that this has happened to me only rarely, so don't be discouraged. Do whatever you must to avoid negative feedback, which means you must please the customer. Whatever you lose on the sale, you will gain down the road if they give you positive feedback. It's gold.
Seller_kPYn2eaKfbniK
How expensive of an item was it? This is why its always a good idea to use the Amazon shipping. Since youre new, expect more of these more often. A lot of people are thiefs and try to scam sellers. Always be aware if youre using a 3rd party shipping service that if you receive an INR on it that it won't hurt you to eat the cost. For more expensive stuff, always use Amazons shipping even if its a couple more dollars. Id rather spend a few dollars more on shipping and be covered on it than save 3 dollars (example) and then lose all my money on an INR that isn't covered. Good luck and welcome to Amazon, home of the common INRs.
Seller_1056OIqQZz0c6
If it shows delivered, I message the customer with date and time. And then press the ignore button from there. Never had a problem. There are actually threads on REDDIT with step by step instructions on how to skrew over a 3rd party amazon seller. Thats one way.
