Customer said package did not arrive
Hello everyone. I received a message this morning, the customer said the package never arrived and he was waiting for it for 2 weeks. Please take a look at the chatlog:
I have not received the package, I've been waiting for this products, for two weeks and, says is delivered but is not.
Nov 15, 2023 5:07 AM
Hello [Moderator Edit: removed personal information]
Thank you for contacting us. I understand you might be frustrated if you don't see your package right away at your doorway but sometimes your package gets delivered to the parcel locker.
Regarding the shipping and delivery times, our records are showing we received the order on Thu, Nov 9, 2023, 5:48 PM PST and shipped it the same day Thu, Nov 9, 2023, 6:51 PM PST. The delivery promise was Tue, Nov 14, 2023 to Thu, Nov 16, 2023.
USPS delivered your package in the parcel locker for "[Moderator Edit: removed personal information]" in November 14, 2023, 9:22 pm.
Nov 15, 2023 5:18 AM
No, the package was not on my box, I went to get it and it wasn't there, I like the product that is why I bought it, please help me. Is [Moderator Edit: removed personal information].
Please advice? What do I do in these cases? I tried to take care of complaints like this because Amazon just returns money to everyone for any reason, but what to do now?
Customer said package did not arrive
Hello everyone. I received a message this morning, the customer said the package never arrived and he was waiting for it for 2 weeks. Please take a look at the chatlog:
I have not received the package, I've been waiting for this products, for two weeks and, says is delivered but is not.
Nov 15, 2023 5:07 AM
Hello [Moderator Edit: removed personal information]
Thank you for contacting us. I understand you might be frustrated if you don't see your package right away at your doorway but sometimes your package gets delivered to the parcel locker.
Regarding the shipping and delivery times, our records are showing we received the order on Thu, Nov 9, 2023, 5:48 PM PST and shipped it the same day Thu, Nov 9, 2023, 6:51 PM PST. The delivery promise was Tue, Nov 14, 2023 to Thu, Nov 16, 2023.
USPS delivered your package in the parcel locker for "[Moderator Edit: removed personal information]" in November 14, 2023, 9:22 pm.
Nov 15, 2023 5:18 AM
No, the package was not on my box, I went to get it and it wasn't there, I like the product that is why I bought it, please help me. Is [Moderator Edit: removed personal information].
Please advice? What do I do in these cases? I tried to take care of complaints like this because Amazon just returns money to everyone for any reason, but what to do now?
2 replies
Seller_4zBzdtgCyS9EI
Your entire first response was WAY WRONG!
BUY SHIPPING PROPTECTION’INR process
If a buyer contacts you stating their item was not received, do NOT I repeat, DO NOT tell them “Yes it was, the delivery san says so”
If you used Amazon Buy shipping, shipped ON TIME and the package was scanned IN POSSESSION of the post office within the ship by window, you are protected from item not received claims (INR). If a buyer states they didn't get the package, you tell them to open an A-Z claim and Amazon will handle it.
If the package was NOT scanned in received, within the ship by window, or you did NOT use Amazon Buy shipping, your first line needs to be “I am sorry to hear your package has not been delivered. We will of course issue a full refund.
If you handle it differently and the buyer opens an A-Z, you will lose.
Signature confirmation may or may not be accepted in an A-Z claim
Tatiana_Amazon
Hi @Seller_J17uZluORR14h,
As part of our commitment to maintain a safe and welcoming community here on the forums , we ask that you please refrain from posting personal information such as customer names, addresses, and phone numbers. We have edited your post accordingly.
You can visit our Community Guidelines page for more information on our posting policies and etiquette.
Tatiana
