As long as you purchased your shipping label through the Amazon Buy Shipping interface, and have a physical scan on the package no later than the ship by date, and 3 days have passed since the maximum estimated delivery date and the package has still not been delivered, then the buyer can file an A-Z claim and Amazon will fund it and not count it against the sellers ODR. Do note that the buyer also must wait at least 48 hours after sending the seller their first message before they will be able to proceed with the A-Z claim. Below is the template I use to send buyers who claim an INR issue:

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.