Customer address undeliverable package lost - A to Z?
Customer looks like they entered wrong address. They emailed me today wanting their money back, but order was not delivered back to me. The last info on tracking was "package returning to seller" but I never got it, that was 10 days ago. Do I instruct customer to file a to z since he does not have it, and nor do I? I don't wanna refund and lose $250. Yes, I bought an amazon label.
Customer address undeliverable package lost - A to Z?
Customer looks like they entered wrong address. They emailed me today wanting their money back, but order was not delivered back to me. The last info on tracking was "package returning to seller" but I never got it, that was 10 days ago. Do I instruct customer to file a to z since he does not have it, and nor do I? I don't wanna refund and lose $250. Yes, I bought an amazon label.
0 replies
Quincy_Amazon
Hello @Seller_8opwwN6P8sp6Z
Thank you for posting your inquiry to the Forums.
In cases where the package is lost (or damaged) by the carrier, you can open a claim directly with the carrier used. The help page below provides detail on what to provide for the claim, including the phone number to utilize:
Please note that Amazon provides A-to-z and SAFE-T claims protection against "Package didn't arrive" claims when all of the following criteria are met:
[1] Amazon has reimbursed the buyer for the undelivered package.
[2] The shipping label was:
- Purchased through Amazon Buy Shipping
- Designated as "Claims Protected" - The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased.
[3] The order was shipped on time. Timeliness is determined by the carrier's first scan, not by your shipment confirmation.
Please feel free to review the below help pages that provide additional detail on Amazon Buy Shipping:
If you need additional assistance regarding a specific claim, please feel free to provide the related order ID to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
