Tracking Show Package Delivered. Customer didn't receive.
It appears to be more common that customers are reaching out to us directly saying that they haven't received their package.
When we look up their order number and tracking through UPS or USPS it will say that it is delivered. But the customer remains adamant that they haven't received their package. How do you handle these situations?
For what it is worth - we don't usually purchase shipping through Amazon. Most often times we will purchase shipping through PirateShip or UPS directly.
In the past I've submitted claims through UPS or USPS and it's a hit or miss on whether or not they accept it. Frustrating, of course. Hoping to glean some insight from you! What is the appropriate method of handing these situations?
Thanks!
Tracking Show Package Delivered. Customer didn't receive.
It appears to be more common that customers are reaching out to us directly saying that they haven't received their package.
When we look up their order number and tracking through UPS or USPS it will say that it is delivered. But the customer remains adamant that they haven't received their package. How do you handle these situations?
For what it is worth - we don't usually purchase shipping through Amazon. Most often times we will purchase shipping through PirateShip or UPS directly.
In the past I've submitted claims through UPS or USPS and it's a hit or miss on whether or not they accept it. Frustrating, of course. Hoping to glean some insight from you! What is the appropriate method of handing these situations?
Thanks!
32 replies
Seller_Jpr1iJSGbQOdQ
Most of the time, the shipping cost is the same between Pirate Ship and Amazon. So use Amazon because of the INR protection if shipping is purchased through Amazon for the order.
Seller_xqQN9iSG2aGJn
I had this happen to me yesterday for a non-amazon purchase. Tracking showed UPS delivered 2 packages to me on Friday. The reality is that I did not receive them.
I told my UPS driver yesterday (Monday) and he said they have a GPS marker every time a package is delivered. He called the office and they gave him the address. Yes, it was misdelivered.
He knew exactly where it was delivered, Picked up the packages and brought them to me.
Ive been told USPS has this GPS tracker now as well.
Hopefully, UPS & USPS will start sharing this info online.
Lastly.....you should always buy the shipping thru Amazon.
Seller_LBQZt4wWsFSsy
sorry to hear that.
i think the carrier must take a photo and post on the internet when they delivered. meantime remind the customer check.
Seller_Fngd4lUVqJSnW
Last year I had a package returned to me by USPS saying the address was incorrect. But when I looked up the tracking USPS.com showed that it was delivered. So just cause they say it was delivered doesn't make it true.
Seller_LTNvvFJ2jqJOv
This is why I use Amazon Buy Shipping, always get, says delivered not received. A-Z claim, done.
Seller_gOEI26HVe3ja4
Use proof of delivery from carier and send to customer. Deny the return. When A-Z claim is filed appeal with carier proof of delivery
Seller_iDD9b1SV65vS0
The buyers in this platforms have online platforms where they learn how to defraud the sellers, It's looks like We are their enemies, you must buy the shipping through Amazon !!!
Seller_2UAlCTV1ZoS9w
As a long time seller on Amazon - 12 years - we only use Amazon's shipping. You are protected in this case and will win an A to Z claim.
Topher_Amazon
Thanks to everyone above sharing experiences and recommending Buy Shipping to protect against these instances.
Topher
Seller_dkvNFPkFjSVLg
why are you not buying shipping from Amazon? That would almost completely eliminate the problem you are having.
Seller_CW0P5hgbsiqWX
You, and all sellers need to remember this when shipping FBM. The Buyer always pays for the shipping. Therefore, sellers need to ask themselves this...
What do I get with the shipping carrier i select? As the buyer pays for the shipping, that cost direct cost doesn't really matter. What does matter is where you purchase the shipping. When purchased thru Amazon, since May 1 2016, Amazon has handled the INR claims, taking the seller off the hook for the loss.
Amazon has trained Savey Scamming Buyers to look at where the label was printed. These buyers have a very good chance at getting a free product when they see the label was not printed thru Amazon, but some other place.
These buyers know Amazon's policies better than a lot of sellers. As long as they keep buying from a different seller, they can keep on going, getting seller refunds.
And how do you stop the INR scam? One buyer at a time, when you buy shipping thru Amazon, and let Amazon handle their precious buyers.
