Used Amazon Shipping - UPS Lost / Missing Package
I'm FBM and have been using Amazon Shipping Services to buy UPS shipping labels with Signatures. So far so good, no real problems.
However a customer just contacted me saying she never got her package and it's true, UPS shows a couple scans that they have the package and 2 weeks later, nothing, no movement. UPS says it's likely lost and an insurance claim will have to be filed.
In the past I would tell customers to file a claim on Amazon and that's that, but I've not had a lost package in years, will I still win an A-Z Claim on a lost package? Or should I just refund the customer out of my own pocket?
I thank you in advance for any advice.
Used Amazon Shipping - UPS Lost / Missing Package
I'm FBM and have been using Amazon Shipping Services to buy UPS shipping labels with Signatures. So far so good, no real problems.
However a customer just contacted me saying she never got her package and it's true, UPS shows a couple scans that they have the package and 2 weeks later, nothing, no movement. UPS says it's likely lost and an insurance claim will have to be filed.
In the past I would tell customers to file a claim on Amazon and that's that, but I've not had a lost package in years, will I still win an A-Z Claim on a lost package? Or should I just refund the customer out of my own pocket?
I thank you in advance for any advice.
2 replies
Seller_DdmPiA1p1S2Wu
Yes, you are covered since you purchased the label through Amazon as long as the package has a physical scan no later than the ship by date.
Send the buyer the following template:
You may be 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.
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order using a LAPTOP or DESKTOP device:
1. Go to Your Orders.
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Call 888-280-4331 or use Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
Note: Refund requests can take up to one week 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.
