Customers being told Item is lost when there is no tracking
This information I just submitted in case ID 16001232801
I brought up the fact that Amazon tells buyers that their item may be lost on every order we send that does not have USPS tracking because the order is less than $10.
I did this in case ID 15846304351
The case was closed with the following comment from Amazon
"While we are unable to accommodate your request at this time, we agree this topic requires further consideration. I have forwarded your feedback about shipping these low-cost items and the AtoZ claims associated with them to our Business team for review."
That's great, but it is still happening every day.
Recently on order ID 113-3060875-3109043 the custemer sent a message that the item was never deliverd. I replied with my standard response asking them to verify the address that was used, and also to check if they did receive the item as Amazon always says the item may be lost
They replied
"I’m sorry, I just talked with my grandson and he did receive the card after all.
Thank you for being so prompt with the delivery ( weeks ago) and your quick response today.
I only started the refund process because the Amazon order said it may have been lost.
My apologies for bothering you. We are happy with his purchase.
Sincerely, Jim Weiss
I attached a screen print of what it shows on Amazon."
They included a screenshot of what they were shown on te order. I have attched it to this case.
It's really very simple. Amazon cannot say an item may be lost when they have NO IDEA whether it was because there is no tracking on the order.
Amazon specifically allows less than $10 orders to be sent without tracking. See the page on Valid Tracking Rate in Account Health
The following shipments are considered as exempted shipments
1. Heavy and bulky items shipped by a carrier not integrated with Amazon. Learn more on integrated carriers.
2. Small and light items that have order value less than $10 (including shipping charges) and are shipped in USPS Standard Mail envelopes or First Class Mail envelopes.
We do this because we can charge much less for shipping, saving the customer money, and us selling more
That is a a good buyer experience. It seems to me that we care more about the buyer experience than Amazon does. Instead they confuse the buyers with misinformation.
All Amazon needs to do on this situation is to direct the buyer to conact the seller with any questions.
This needs to be addressed and the Amazon system needs to change to be more accurate.
Please escalate this issue to a department to review this situation.
Mike Carville
Customers being told Item is lost when there is no tracking
This information I just submitted in case ID 16001232801
I brought up the fact that Amazon tells buyers that their item may be lost on every order we send that does not have USPS tracking because the order is less than $10.
I did this in case ID 15846304351
The case was closed with the following comment from Amazon
"While we are unable to accommodate your request at this time, we agree this topic requires further consideration. I have forwarded your feedback about shipping these low-cost items and the AtoZ claims associated with them to our Business team for review."
That's great, but it is still happening every day.
Recently on order ID 113-3060875-3109043 the custemer sent a message that the item was never deliverd. I replied with my standard response asking them to verify the address that was used, and also to check if they did receive the item as Amazon always says the item may be lost
They replied
"I’m sorry, I just talked with my grandson and he did receive the card after all.
Thank you for being so prompt with the delivery ( weeks ago) and your quick response today.
I only started the refund process because the Amazon order said it may have been lost.
My apologies for bothering you. We are happy with his purchase.
Sincerely, Jim Weiss
I attached a screen print of what it shows on Amazon."
They included a screenshot of what they were shown on te order. I have attched it to this case.
It's really very simple. Amazon cannot say an item may be lost when they have NO IDEA whether it was because there is no tracking on the order.
Amazon specifically allows less than $10 orders to be sent without tracking. See the page on Valid Tracking Rate in Account Health
The following shipments are considered as exempted shipments
1. Heavy and bulky items shipped by a carrier not integrated with Amazon. Learn more on integrated carriers.
2. Small and light items that have order value less than $10 (including shipping charges) and are shipped in USPS Standard Mail envelopes or First Class Mail envelopes.
We do this because we can charge much less for shipping, saving the customer money, and us selling more
That is a a good buyer experience. It seems to me that we care more about the buyer experience than Amazon does. Instead they confuse the buyers with misinformation.
All Amazon needs to do on this situation is to direct the buyer to conact the seller with any questions.
This needs to be addressed and the Amazon system needs to change to be more accurate.
Please escalate this issue to a department to review this situation.
Mike Carville
6 replies
Seller_CW0P5hgbsiqWX
You are correct. Amazon always tells the buyer the item is lost, and they need to contact the seller for a refund.
But the reality is this... USPS NEVER says an article is lost. They always say the item is in transit and may be delayed. Never use the tracking shown on Amazon, always use the tracking displayed by the shipper.
BUT WAIT!!!! You don't even use tracking, so you are completely responsible for any refund or claim the buyer must make.
Do you understand shipping? In the mail order business, the buyer always pays for shipping, so where you purchase the shipping really doesn't matter, or does it?
When you purchase your postage thru Amazon, you get more for your money. You get the tracking and the fact that Amazon will handle all the INR claims, such as this one.
KJ_Amazon
Hello @Seller_MdrCBMLGlxNlE
Thank you for that feedback about automated buyer messaging for tracking-exempt items. When shipments are not tracked, Amazon will let buyers know to keep an eye out for it and to let sellers know if it didn't arrive.
Some sellers of tracking-exempt items have offered similar feedback and I share those comments with our partner team with suggestions for updates to that process.
