Where to direct customers stating item not received for FBM orders, label bought through Amazon?
I've received a few customers stating item was not received or the item missed the fulfillment promise date. Several have a "delivered" status and some are delayed in transit (however, they were scanned in before the shipment deadline). I originally would just refund them to avoid any issues, but it doesn't seem to be a great long term solution. Most of my orders are FBA, however I do have a few that go FBM but I always buy the label through Amazon. What do I tell the customers when they're stating item not received or request a refund due to the delay in transit by the carrier?
Where to direct customers stating item not received for FBM orders, label bought through Amazon?
I've received a few customers stating item was not received or the item missed the fulfillment promise date. Several have a "delivered" status and some are delayed in transit (however, they were scanned in before the shipment deadline). I originally would just refund them to avoid any issues, but it doesn't seem to be a great long term solution. Most of my orders are FBA, however I do have a few that go FBM but I always buy the label through Amazon. What do I tell the customers when they're stating item not received or request a refund due to the delay in transit by the carrier?
10 replies
Seller_EkbLZUYSpmJEy
If the shipping was bought through Amazon Buy Shipping ...
If the item was scanned accepted (first scan) before or on the Ship By date of the order ...
Whether the order is an INR or a where is my order and is past the Deliver By date, you would direct the customer to file the A to Z claim after waiting 48 hours of emailing you.
Direct them to their order to look for
Tell them to click the Problem with order button and then select Package didn't arrive button.
If they have not waited 48 hours they will see this
And will have to wait 48 hours before proceeding. If it is after 48 hours, they will be able to proceed and will have a few more selections to submit. Remind the customer that they must select Package didn't arrive button when starting the process to be directed to the right spot with the A to Z claim.
Seller_52pUzzgnsLDGs
You "normally would just refund to avoid any issues" ... really? Amazon will refund after they file an AtoZ and after you explain that the tracking shows delivered and you used Amazon shipping. AMAZON will refund. Some people magically find their package when they realize they have to file with Amazon. You never just refund. You can file with USPS because delayed in transit will probably never show up and even ground advantage is insured now, like priority, but the customer needs to take the initiative and click on "problem with order." Not you. You can be understanding and helpful but Amazon takes the money, you used Amazon shipping, Amazon will refund, not you.
Seller_6bsxKLlsfgTmU
Copy and paste this:
We apologize for the inconvenience caused by the package not being received even though the tracking number shows it was delivered.
If you did not receive the package, I encourage you to start an A-Z claim with Amazon. You are fully covered for non-receipt of your order.
Buyers can file a claim 3 calendar days after the maximum estimated delivery date OR 30 days after the order date, whichever is earlier.
To request a refund:
1. Go to Your Orders.
2. Locate the order.
3. Select Problem with order.
4. Select your problem from the list.
5. Select Request Refund.
6. Enter your comments in the text box.
7. Select Submit.
We apologize once again for the inconvenience caused by the package not being delivered as expected.
Thanks!
KJ_Amazon
Thank you @Seller_EkbLZUYSpmJEy for that response to @Seller_2hLsJBEtCZOlj
If you purchase Amazon's Buy Shipping and ship on time, you are protected against A-to-z Guarantee claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_VWXLKgCdlobY6
We are FBM and before doing anything we, of course, apologize for any inconvenience. We tell them that the tracking shows their package was delivered (then state date, time, carrier and tracking number). Then we describe the package and let them know it would be from us (and state our business name) and explain the package would not say Amazon on it. This most of the time is enough information that they can find our package. Most customers assume their packages are coming directly from Amazon and if they are ordering other items at the same time, they expect our items to be with those items, not realizing that some products are shipped by the seller. Additionally, we ship mostly via USPS and our packages most of the time are small, so we always let them know to check their mailbox when we know it’s a small package.
