Buyers asking for refund stating items not delivered, but tracking states they were delivered - do I have to refund?
I've been selling on FBA for several years, but only recently started selling FBM. I've recently been getting messages about customers not finding their products, eventually they do find them, but I am sure I will come across a buyer who states that they can not find their package, even though tracking states that it's been delivered.
I printed my own shipping labels though, not Amazon. I've read that I may have to refund because of that, and would be out of luck. Is that really the case?
Buyers asking for refund stating items not delivered, but tracking states they were delivered - do I have to refund?
I've been selling on FBA for several years, but only recently started selling FBM. I've recently been getting messages about customers not finding their products, eventually they do find them, but I am sure I will come across a buyer who states that they can not find their package, even though tracking states that it's been delivered.
I printed my own shipping labels though, not Amazon. I've read that I may have to refund because of that, and would be out of luck. Is that really the case?
2 replies
Seller_4zBzdtgCyS9EI
If you don't use Amazon to print your labels, you have literally 0 protection. Yes, you need to refund
Danny_Amazon
Hello @Seller_8Btu9fOsrLqIG- and thanks for looking to the seller forums for some guidance on this.
In cases where a buyer claims an order was not delivered despite a delivery scan, you can reach out to the buyer to share the delivery confirmation, and look to capture a signature on delivery, especially for higher value orders.
If you use Amazon Buy Shipping, you're protected from 'item not received claims' given certain qualifiers are met.
If you're seeing a pattern of these claims from multiple buyers, please use the "Report Abuse" function, so our teams can investigate, in individual cases, it is possible that a package theft may have occurred, and the best practice is to provide a refund in cases where a customer hasn't received an item.
Thanks,
Danny
