The package was delivered, but the buyer said he didn't receive it
The customer said he didn't receive the package, but I sent him the proof of delivery with my signature and it still says he didn't receive it.
As an Amazon seller, what do you do?
How do you crack if he files an A-to-Z claim or leaves negative feedback?
The package was delivered, but the buyer said he didn't receive it
The customer said he didn't receive the package, but I sent him the proof of delivery with my signature and it still says he didn't receive it.
As an Amazon seller, what do you do?
How do you crack if he files an A-to-Z claim or leaves negative feedback?
2 replies
Seller_Hi7wbO2Kbo6bl
That makes no sense. Proof of delivery would have the recipient's signature (assuming you paid for Signature) -- your signature would be meaningless.
The only two ways to prevail in a claim of non-receipt are to have Signature or to use Amazon buy-shipping and have tracking show that you shipped on time.
With Signature you need to send a copy of the signature to the buyer. Then when you defend the claim, refer Amazon to that message you sent the buyer.
Dominic_Amazon
Hi @Seller_LtCxu1GTO9roo,
Dominic from Amazon here, I have included information below about A-Z Claims.
This link should provide valuable information, I have included a bit of it below.
If we determine that additional information is required during an A-to-z Guarantee Claim investigation, we will contact you via email with a request for more information and provide a Claim notification on your Seller Central homepage that requires your attention. This may include but is not limited to the following information:
- For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details
- For returns related Claims: Domestic return address, returns shipping details (such as a prepaid return label), and information about why a particular return request was closed (such as why it was rejected) and not authorized
- Any correspondence between you and the customer that demonstrates your communication with the customer (including if the customer provided an acknowledgement of receipt of the order or indicated satisfaction with the transaction)
Best,
Dominic
