FBM Fedex delivered customer say not get it!
We ship a package by Fedex, and we tracked the waybill number, it show out delivered and with a guy Signature, but the customer told us, he did not get it, the signature is not him. We want ship to a new package to him, but he just want get refund. and he give us a bad feedback. What are we gonna do?We meet $0 buy?
2 replies
SEAmod
Hello @Seller_nOyBE29Ct7YZI
Don't send him a replacement. Not unless they place a new order for the item. The reason I say that is because if you send a replacement without having a new order, there will be no record of the replacement in our system.
Did you use buy shipping through Seller Central? If you did, and you shipped on time and have a carrier receipt showing that it was in the hands of that carrier on the required ship by date, then you can ask the buyer to file an A-to-z and let Amazon deal with it.
In case you are unaware, there is a policy that covers this situation. I am linking you to the help page.
If you go there, you will see where it states the following:
Negative Customer Feedback: If you ship on time with tracking via Buy Shipping, and the buyer leaves seller feedback solely related to delayed or undelivered packages, you can request to have the feedback reviewed. If approved, the impact of the feedback is removed from your Order Defect Rate, and the buyer’s comment will display with a strike-through and the statement: The fulfillment issues associated with this order were not due to the seller. To learn more, see Can Amazon remove buyer feedback?
The customer feedback policy ensures sellers are only responsible for shipping their products on time and are not penalized for delays out of their control.
A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
I hope this helps you deal with your situation.
Susan
