Customer Messages Me "My package was stolen"
Hi, I have been selling on Amazon for less than two weeks and I already had a customer message me that their package stole when I can see picture proof their package was delivered. What are the next steps from me as the seller? I did purchase shipping through Amazon. As my first time, I just want advise from other sellers who has gone through this. Thanks!
Customer Messages Me "My package was stolen"
Hi, I have been selling on Amazon for less than two weeks and I already had a customer message me that their package stole when I can see picture proof their package was delivered. What are the next steps from me as the seller? I did purchase shipping through Amazon. As my first time, I just want advise from other sellers who has gone through this. Thanks!
3 replies
Seller_GYBivd6QH6hzX
Fortunately you're not responsible for what happens to the package after delivery; clearly the customer knows there is proof of delivery, and admits that in saying that it was stolen - it couldn't have been stolen if it wasn't delivered.
In the rare occasion we've had to deal with that, we've just sent a polite message like
"Hi, thanks for reaching out, and we're very sorry to hear that! Please file a report with your local police department regarding the package theft and do let us know if we can be of assistance in providing proof of the package delivery and/or the package contents and value."
Seller_nRFmxiQg4EGrw
If you used Amazon Buy Shipping, and shipped on time, then Amazon covers any issues of non-receipt.
While telling the customer to file a police report is good advice, you can also tell them to file an A-Z with Amazon; Amazon will cover the loss, and not charge you. Of course, if it is a scammer (likely) they will do neither, as that would put them on Amazon's radar. Regardless, it becomes not your problem.
SEAmod
Hello @Seller_zsFHMGRnmaaJT
I have to agree with both @Seller_GYBivd6QH6hzXand @Seller_nRFmxiQg4EGrw.
If you purchase Amazon's Buy Shipping and ship on time, you are protected against 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.
I hope this helps.
Susan
