Item shows delivered for custom item, says not received
Hi everyone! Hope everyone's morning is going well. I currently have a buyer who sent a message claiming they have not received custom (wedding invitations) and are requesting a refund. It shows delivered to the mailbox. I used amazon buy shipping, shipped/delivered on time. Am I covered by amazon if the buyer leaves a negative or files a claim? Also, what is the best way to proceed as far as responding to the customer? I would love to see a template of what you provide when this happens.
Thank you!
Item shows delivered for custom item, says not received
Hi everyone! Hope everyone's morning is going well. I currently have a buyer who sent a message claiming they have not received custom (wedding invitations) and are requesting a refund. It shows delivered to the mailbox. I used amazon buy shipping, shipped/delivered on time. Am I covered by amazon if the buyer leaves a negative or files a claim? Also, what is the best way to proceed as far as responding to the customer? I would love to see a template of what you provide when this happens.
Thank you!
0 replies
Seller_Qbd0RsfZFEZBY
Great! You and the buyer are covered. I use the following template for these:
Hello,
I apologize for the inconvenience caused by the package not being received even though the tracking number shows it was delivered.
If you do not receive the package within a day or 2 (tracking isnt perfect), I encourage you to start an A-Z claim with Amazon. You are fully covered for non-receipt of your order.
Buyers can file a claim 3 calendar days after the maximum estimated delivery date OR 30 days after the order date, whichever is earlier.
To request a refund:
1. Go to Your Orders.
2. Locate the order.
3. Select Problem with order.
4. Select your problem from the list.
5. Select Request Refund.
6. Enter your comments in the text box.
7. Select Submit.
We apologize once again for the inconvenience caused by the package not being delivered as expected.
Thanks!
Seller_Qbd0RsfZFEZBY
No you are not. Take this into account when you decide what to do. If your new or low volume it may be better for you to just send a replacement with signature confirmation.
Seller_Qbd0RsfZFEZBY
Yes it is,that is the process for "package didnt arrive" claims for when tracking shows delivered and it was shipped with Amazon Buy Shipping. Unless you choose to reship or refund on your end in the hopes to avoid a feedback
