Refund policy for 'undelivered' items
A customer has asked for a refund as the order was apparently not delivered. I don't have tracking on this item. The order was sent over 2 months ago. Am I still expected to refund after such a long period of time? I read somewhere that the customer has to claim within 30 days of the expected delivery date, is that correct?
Refund policy for 'undelivered' items
A customer has asked for a refund as the order was apparently not delivered. I don't have tracking on this item. The order was sent over 2 months ago. Am I still expected to refund after such a long period of time? I read somewhere that the customer has to claim within 30 days of the expected delivery date, is that correct?
8 replies
Seller_ZJhFeE3tNKzfh
That is from this customer facing page.
BUT - it only refers to if the order was delivered by amazon.
You could state that is the policy. However, you do still leave yourself open to an A-Z Claim, which can be opened I think up to 90 days, which with no tracking the customer would win.
So I guess it all depends if you can take an A-Z Claim Order Defect.
Seller_hOZNPw7G8FIjl
You only get a tracking number if you pay for a tracked service. The QR code is not really a tracking number as not all posties scan them - and Amazon do not accept the QR code number as a tracking number anyway.
Seller_tRuvBEHDedp4q
Amazon also often do not accept a fully tracked service as having being delivered even if tracking says it has but customer says it has not - unless a signature is also obtained.
It never seems to be the service used whether Amazon accepts delivery tracking info but whoever handles the case at Support level.
I have had to refund on both Tracked24/48 and CRL24/48 parcels in the past where delivery was apparently made but customer said not.
Using Tracked 24/48 will mean your parcel will almost definitely be scanned on delivery (whereas only approx 80% of CRL24/48 are scanned) - but in terms of acceptable proof of delivery to Amazon it comes down to the Support personnel who handles the case.
For cheap items it is just not worth paying the extra for Tracked. Self insure instead - Work out your losses per year, divide by number of parcels sent and use that value to increase your price by.
Seller_DfMOm9tgJKAex
in short, its the sellers responsibility to get the product to the customer. if you can not prove it was delivered then you are best off just refunding the item
i had a similar case where they said 9 months later it had not arrived.. they opened a-z and won
Seller_tFx5glRVZd6uz
If you purchase shipping through Amazon even Royal Mail 2nd class untracked postage the following Amazon policy applies…
A-to-z Guarantee claims:
If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
Simon_Amazon
Hello @Seller_Tpq9T8vETCPaj,
Here Simon from Amazon.
Buyers have 90 days from the maximum estimated delivery date or date of service to file a claim.
Please also refer to What if a buyer says they didn’t receive their order? for additional information.
Best,
Simon
