Customer says they didn't receive order but it was delivered
I have a customer that says they didn't receive their order. I show it was delivered. I have asked them to confirm the address and wait a few days to see if it will be delivered. I have also asked them to check with there neighbors to see if it was delivered to the wrong mailbox.
How long to you wait until you send a replacement item? I do not ship through Amazon so I cannot file a claim with them, but I can with USPS.
Any suggestions will be so helpful.
Thanks, Debbie
Customer says they didn't receive order but it was delivered
I have a customer that says they didn't receive their order. I show it was delivered. I have asked them to confirm the address and wait a few days to see if it will be delivered. I have also asked them to check with there neighbors to see if it was delivered to the wrong mailbox.
How long to you wait until you send a replacement item? I do not ship through Amazon so I cannot file a claim with them, but I can with USPS.
Any suggestions will be so helpful.
Thanks, Debbie
5 replies
Seller_OvL8C4BJWiuS9
Do not just send a replacement. The buyer should go through amazon and the replacement request made there.
Seller_kNAboD6kRgVt7
A safer way to go is to refund the order, and make them place a new order. If a buyer is less than honest, at least they get on Amazon's radar for frequent refunds. If they go at it enough, they can get their buyer account closed down.
I personally would send a screen shot of the delivery being made, in your note to them about re-ordering and let them know Amazon policy does not recognize replacement shipments without an order. It is then recorded as well in your Amazon messaging. And if they are an honest customer, they will appreciate that you need to abide by Amazon's policies.
