Help Needed: Multiple Customers Reporting "Delivered, Individual Picked Up at Postal Facility"
Hi everyone,
I’m reaching out because we’ve been facing a bit of a challenge over the past 24 hours, and I’m hoping someone here might have some insight or advice.
Our company has received over 20 customer inquiries from buyers who haven’t received their orders. While some of our products ship directly from our warehouse, we purchase shipping labels through Amazon. Here’s the strange part: all these customers have different tracking numbers, but they’re all seeing the same status:
"Delivered, Individual Picked Up at Postal Facility"
CAMINO, CA
As you can imagine, this is causing a lot of confusion and frustration for our customers. At the moment, we’re directing them to Amazon’s Buyer Support, but it feels like we’re just passing the buck without really solving the issue.
Has anyone else experienced something similar? Is there anything we, as sellers, can do to investigate further or help our customers resolve this more efficiently? Or is this purely on Amazon’s end?
Any advice or suggestions would be greatly appreciated! Thanks in advance for your help, and I hope we can figure this out together.
Help Needed: Multiple Customers Reporting "Delivered, Individual Picked Up at Postal Facility"
Hi everyone,
I’m reaching out because we’ve been facing a bit of a challenge over the past 24 hours, and I’m hoping someone here might have some insight or advice.
Our company has received over 20 customer inquiries from buyers who haven’t received their orders. While some of our products ship directly from our warehouse, we purchase shipping labels through Amazon. Here’s the strange part: all these customers have different tracking numbers, but they’re all seeing the same status:
"Delivered, Individual Picked Up at Postal Facility"
CAMINO, CA
As you can imagine, this is causing a lot of confusion and frustration for our customers. At the moment, we’re directing them to Amazon’s Buyer Support, but it feels like we’re just passing the buck without really solving the issue.
Has anyone else experienced something similar? Is there anything we, as sellers, can do to investigate further or help our customers resolve this more efficiently? Or is this purely on Amazon’s end?
Any advice or suggestions would be greatly appreciated! Thanks in advance for your help, and I hope we can figure this out together.
9 antwoorden
Seller_yaiA7VvFLkPxx
I have the same problem, is there a solution?
Seller_IB2BSfcsvK9eO
1. Shipping Labels Purchased via Amazon’s Buy Shipping Program:
All shipping labels for these orders were purchased through Amazon’s Buy Shipping program, which ensures they are both Claims Protected and OTDR Protected under Amazon’s policies . This means Amazon assumes responsibility for any issues arising during transit, including incorrect deliveries or lost packages.
2. Amazon’s Responsibility Under Buy Shipping Program:
According to Amazon’s stated policies, when sellers use the Buy Shipping program, Amazon takes on the liability for timely delivery and any related issues. If a customer does not receive their package due to carrier errors, Amazon is obligated to handle the reimbursement process directly with the customer .
3. USPS Partnership Agreement:
Since the labels were purchased through Amazon (and not directly from USPS), the responsibility for resolving delivery issues lies with Amazon under their partnership agreement with USPS. Amazon typically handles claims and refunds for customers first and then addresses the matter with USPS internally. Directly involving USPS in this case would bypass Amazon’s role in the process, which contradicts the terms of the Buy Shipping program.
4. Time-Sensitive Product:
The product in question is sensitive to delays and environmental conditions. Any deviation from the expected timeline significantly impacts its usability. Even if Amazon were to initiate efforts to locate these packages, the time-sensitive nature of this product means that any delays would render them non-viable.
Request for Immediate Action:
Given the severity of this issue and its impact on customer satisfaction, we kindly request the following:
- Full Refunds for Affected Customers: Amazon should issue full refunds to all affected customers without delay, as per the Claims Protection policy.
- Investigation into Systemic Issue: We urge Amazon to investigate why multiple orders were marked as delivered to the same incorrect location. This appears to be a systemic error that requires urgent attention.
Tagging Relevant Support Members:
@CR_Amazon
@Nano_Amazon
@Levi_Dylan_Amazon
@Atlas_Amazon
@Michelle_Amazon
@Micah_Amazon
@Steve_Amazon
@Cooper_Amazon
@Quincy_Amazon
Seller_xouAbPXPlUfbu
Why are they not inquiring at their local PO then? That would be the logical next step. Amazon doesn't have any control over how and when the postal service delivers.
Call your local postmaster and ask them to give you some further information on one of the tracking numbers and see what happens. They have more detailed info than what we can get on the USPS site.
Seller_BVHmvnt9foaXY
Do you have access to the USPS business support team? We have had good luck with them helping in similar situations. You can try emailing uspsselect (at) usps (dot) gov to see if you do have a USPS business rep that can help you.
KJ_Amazon
Hello @Seller_IB2BSfcsvK9eO Thank you for reporting that issue with USPS tracking. I shared that information with our partner team. If you include a Case or Order ID(s) I can include that information as well for their review.
2. Amazon’s Responsibility Under Buy Shipping Program:
According to Amazon’s stated policies, when sellers use the Buy Shipping program, Amazon takes on the liability for timely delivery and any related issues. If a customer does not receive their package due to carrier errors, Amazon is obligated to handle the reimbursement process directly with the customer .
If these orders were shipped on time using a claims-protected service through Buy Shipping, they qualify for Amazon Buy Shipping protections, specifically A-to-Z Claim protections against "Package didn’t arrive" claims. Amazon will fund buyer reimbursement for the A-to-Z Claim and the customer-reported claim will not be counted against your ODR.
The process for sellers/orders to be covered by claims protection is done through A-to-Z Claims submitted by buyers reporting that they did not receive their shipments.
KJ_Amazon
Seller_QjEwwl6TCFgZi
Note that a similar thing happened to me a few weeks ago when my USPS carrier who picked up the packages accidentally scanned them as delivered instead of picked up, which not only makes them statuses all "delivered" but also turns off further tracking. They were all delivered normally but it confused the heck out of everybody. My explanation to customers who inquired was that they're on their way and they're likely to be delivered in a normal amount of time, we just can't track them. They weren't happy but it all worked out.
