Lost in Transit
I have packages lost in transit. I have offered customers full refunds or reshipping, but have received no answer.
What should I do according to Amazon policies
Lost in Transit
I have packages lost in transit. I have offered customers full refunds or reshipping, but have received no answer.
What should I do according to Amazon policies
0 replies
Seller_kNAboD6kRgVt7
How do you know they are lost? If the customer has contacted you, then you should issue a refund. If they have not, don't start anything. It just makes a big mess. Many many many times, the package is NOT lost, it just didn't get scanned properly. So if the customer has not inquired, leave it be until/if they do.
That is just my advice, how I do it. Your mileage may differ.
Daryl_Amazon
Hey @Seller_i3tczHDRlVhQJ,
I understand your frustration with packages potentially getting lost in transit. As booknut7 mentioned, it's best not to preemptively issue refunds unless the customer inquires. Often times, tracking may not update properly, but the package is delivered.
However, if a customer does reach out about a missing delivery, you should work to resolve the issue promptly. According to Amazon's A-to-z Guarantee, if a customer contacts you about a late delivery and you cannot locate the package, you should work with the carrier to determine if it is lost. If after 7 days domestic or 15 days international the package does not show movement or is not located, issue the customer a full refund or offer to reship the order.
I would advise responding to any customer inquiries right away. Explain that you are looking into the status of their delivery and will provide an update shortly. Once you've determined the package meets criteria for being lost, let them know and give them the option to receive a refund or have the order sent again if you have inventory. Addressing issues quickly and keeping open communication goes a long way toward providing good customer service.
Let me know if you have any other questions!
Daryl
