issue with buyer saying item not received
Tracking shows delivered. I used amazon shipping. I told the buyer to file a to z claim. He is getting aggravated because he says it wont let him open a return. I tried explaining further but to no use. I've tried to explain the exact steps but maybe I'm missing something. Is there an exact link or something for the buyer to open a claim when they are missing the package that I can send to him? thanks
issue with buyer saying item not received
Tracking shows delivered. I used amazon shipping. I told the buyer to file a to z claim. He is getting aggravated because he says it wont let him open a return. I tried explaining further but to no use. I've tried to explain the exact steps but maybe I'm missing something. Is there an exact link or something for the buyer to open a claim when they are missing the package that I can send to him? thanks
0 replies
Seller_DdmPiA1p1S2Wu
As long as the package has a physical scan no later than the ship by date, send the buyer the following template. Note that as the template says, they must wait at least 48 hours after their first message to you before they can proceed with filing the claim.
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.
Seller_4zBzdtgCyS9EI
scammers will try to get a refund from you, because Amazon canceled their ability to open claims.....but this buyer could also be confused. Amazon can be difficult to navigate....Been here 15 years shopping and still have issues sometimes just to request a return...
Seller_nRFmxiQg4EGrw
Just use the template provided already; explain that they are not filing a return, but an "Item Not Received" for the A-Z
If they get back to you instead of filing A-Z, just repeat the same message. DO NOT refund them yourself; insist that they file the A-Z.
Bryce_Amazon
Greetings @Seller_CmkPEmEEGC9hQ,
The template provided previously is one used and recommend by several sellers here on the forums. Keep us in the loop on the outcome after you've used it!
- Bryce
