Package delivered but not received customer states
Any advice would be helpful.
We are in a situation where customer is stating that package is not delivered but as per UPS, it is delivered and they handed to a person at location. They dont have pictures, but UPS has GPS proof of the package scans at the location.
Customer has created AtoZ claim which Amazon denied (that was a first for us as we have never seen that happen. lol)
Customer keeps reaching out to us and we are at a point that we cant provide any additional help.. We have told them that they can contact UPS (which UPS told us to tell them) or they should contact local authorities if it is stolen.
We are unsure if at this point we should just ignore them or not.. Knowing amazon there is probably some policy that if we stop responding they will just refund the item.
We dont want to make a big deal of things.. if it was an item that was $50 or even $100 item, we would have just sent the replacement and be done with this.. but this is a $600+ item and we cant just send a replacement when everything shows that it was delivered at the right location and to someone at the location.
Any advice or guidance is appreciated.
Package delivered but not received customer states
Any advice would be helpful.
We are in a situation where customer is stating that package is not delivered but as per UPS, it is delivered and they handed to a person at location. They dont have pictures, but UPS has GPS proof of the package scans at the location.
Customer has created AtoZ claim which Amazon denied (that was a first for us as we have never seen that happen. lol)
Customer keeps reaching out to us and we are at a point that we cant provide any additional help.. We have told them that they can contact UPS (which UPS told us to tell them) or they should contact local authorities if it is stolen.
We are unsure if at this point we should just ignore them or not.. Knowing amazon there is probably some policy that if we stop responding they will just refund the item.
We dont want to make a big deal of things.. if it was an item that was $50 or even $100 item, we would have just sent the replacement and be done with this.. but this is a $600+ item and we cant just send a replacement when everything shows that it was delivered at the right location and to someone at the location.
Any advice or guidance is appreciated.
5 replies
Seller_8sP6ffckcRn6v
Amazon denied their claim. There most be a very good reason for this. Maybe they see a long pattern of abusing the system or whatever.
I would rely in a very polite manner that they reach out to Amazon.
I would copy paste and repeat the exact same response no matter what they say.
Roberto_Amazon
Hello! @Seller_IQEDiFJLYqzPc
This is Roberto. I wanted to follow up on this topic.
There are several options you can consider for this situation as outlined in our help page to manage orders, some of those options you have already explored:
Section: What if a buyer says they didn't receive their order?
For this particular situation, I strongly believe you have done your due diligence and provided enough resources to the buyer (even proof from UPS). I would follow the advice given by @Seller_8sP6ffckcRn6v and refer the buyer to Customer service. If the buyer continues to message you for this issue, you can consider filling out a report from the Buyer-Seller messages directly by following the steps below:
Section: How do I report a message from buyer?
Hope this helps.
Roberto
