How to resolve "package not received" when using "Amazon Buy Shipping"
Forgive me if this is a simple question that we should know the answer to but we are new to using Amazon Buy Shipping. We only started using it because they offer the Claims Protection but I cannot seem to figure out the process for dealing with this somewhat common situation.
1. We ship a package using Amazon Buy Shipping. The shipment shows both the OTDR AND Claims Protection badge.
2. The package tracking shows as delivered
3. The customer says it WASNT delivered
4. The customer complains to Amazon Customer Service
5. Amazon Customer Service sends the complaint to us as such:
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue: Reason for contact: The entire package is missing and my address has not changed Please respond to this request within 48 hours. Thanks, Amazon Customer Service
What are we supposed to do with this? What should we tell the customer? Aren't such shipments covered by Amazon since we used Amazon Buy Shipping and they assigned the Claims Protection Badge to this shipment? If so, why don't they just deal with the claim instead of sending it to us?
Can someone shine a light on what we are supposed to do in circumstances like this?
How to resolve "package not received" when using "Amazon Buy Shipping"
Forgive me if this is a simple question that we should know the answer to but we are new to using Amazon Buy Shipping. We only started using it because they offer the Claims Protection but I cannot seem to figure out the process for dealing with this somewhat common situation.
1. We ship a package using Amazon Buy Shipping. The shipment shows both the OTDR AND Claims Protection badge.
2. The package tracking shows as delivered
3. The customer says it WASNT delivered
4. The customer complains to Amazon Customer Service
5. Amazon Customer Service sends the complaint to us as such:
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue: Reason for contact: The entire package is missing and my address has not changed Please respond to this request within 48 hours. Thanks, Amazon Customer Service
What are we supposed to do with this? What should we tell the customer? Aren't such shipments covered by Amazon since we used Amazon Buy Shipping and they assigned the Claims Protection Badge to this shipment? If so, why don't they just deal with the claim instead of sending it to us?
Can someone shine a light on what we are supposed to do in circumstances like this?
6 antwoorden
Danny_Amazon
Hello @Seller_fFIouB5OAi1YM- and thank you for asking this question!
It is true that using a "Claims Protected" Buy Shipping label will provide certain protections against 'Item Not Received' claims from customers given certain conditions are met.
When a customer does connect with our Customer Service department to report an issue with an order, our teams will generally attempt to allow the seller and buyer an opportunity to connect and hopefully resolve the situation. When you receive a notice such as this, responding to the inquiry with relevant details confirming the delivery status would be the right next step per our A-to-z Claim page:
"Item has not been received by customer: If the customer has an issue with delivery, you must respond to their message in Buyer-Seller Messages and attempt to resolve the issue to the customer's satisfaction within 48 hours of when the customer's first message was sent. The customer will be eligible to file a claim after this 48-hour period and the expiration of three days after the maximum estimated delivery date, if you have not resolved the issue to the customer's satisfaction."
I hope this helps, but let me know if you have any further questions on this!
Thanks,
Danny
