Customer recivied empty package
Customer messaged me claiming they received a empty package with just an invoice.
Shipped using Amazon shipping (USPS, and shipped on time), package is a bubble mailer that is 3oz.
How should I handle this? I've been searching the forums for answers, but I am receiving mixed responses.
Do I go to USPS and request the transit weights, or do this if a a-z is opened?
Customer recivied empty package
Customer messaged me claiming they received a empty package with just an invoice.
Shipped using Amazon shipping (USPS, and shipped on time), package is a bubble mailer that is 3oz.
How should I handle this? I've been searching the forums for answers, but I am receiving mixed responses.
Do I go to USPS and request the transit weights, or do this if a a-z is opened?
7 respostas
Seller_nRFmxiQg4EGrw
Since you used Amazon shipping, you should be covered. Let the customer know that they need to open an A-Z with the reason "Item Not Received" (you may be able to find a template for a more detailed message on the forums).
If they file, Amazon should cover the refund, assuming that you shipped on time as indicated by a scan by the USPS. If they are trying to scam you, they will probably not file, as doing that too often puts them on Amazon's radar.
Either way, by buying your shipping from Amazon, you are getting their backing to cover instances such as this.
Seller_aV1Bh32hE0KND
Before you send the INR Template;
Check the Carrier website for the most accurate tracking info; make sure that the first tracking scan shows that you shipped the order on time. The acceptance scan must be on or before the Ship-by-Date, 'Carrier picked up the package' does NOT qualify as an acceptance scan. If it doesn’t, or the Carrier was late in scanning the package, Amazon will not cover the cost.
If this is the case, you may want to consider refunding the customer and not having them open an A-z to avoid your ODR (metrics) taking a hit.
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INR Template
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 from Amazon.
How to Request an A-to-z Guarantee Refund:
To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders
- Locate your order in the list and click Problem with order.
- Select “Package didn’t arrive” from the list.
- Select Request refund.
- Enter your comments in the text box.
- Select Submit.
NOTE: To receive the maximum refund allowed select “Item Not Received.”
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
- Amazon’s mobile app to connect to Customer Support.
- Report that you “did not receive” your order.
- 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.
TaylorR_Amazon
Hi @Seller_Qrrefz2tIjCZG, it looks like some experienced sellers have chimed in. Have you taken their advice? Let me know if I can assist.
