Customer claims order not received but won't or can't file a to z
The background is that last January, a customer returned a product damaged and incomplete. She filed an a-z and was denied. She sent me daily messages saying that I stole her money for over a month.
She has now ordered the product again. UPS tracking shows it was delivered on Tuesday. On Wednesday, I received an automated message that she clicked that there are missing items from the order. One minute later, she messaged me that the package never arrived.
I gave her the a-z script from this forum and she is saying she has tried but is unable to ask for a refund. I think she is trying to scam me and get back at me from the January order. But, I'm not sure how to proceed.
Should I continue to just send her the a-z script? Or, should I just click no response needed when she messages me?
Thanks.
Customer claims order not received but won't or can't file a to z
The background is that last January, a customer returned a product damaged and incomplete. She filed an a-z and was denied. She sent me daily messages saying that I stole her money for over a month.
She has now ordered the product again. UPS tracking shows it was delivered on Tuesday. On Wednesday, I received an automated message that she clicked that there are missing items from the order. One minute later, she messaged me that the package never arrived.
I gave her the a-z script from this forum and she is saying she has tried but is unable to ask for a refund. I think she is trying to scam me and get back at me from the January order. But, I'm not sure how to proceed.
Should I continue to just send her the a-z script? Or, should I just click no response needed when she messages me?
Thanks.
8 replies
Seller_Hi7wbO2Kbo6bl
Buyer does have to wait for the right time period to file claim for non-receipt (I think three days past end of delivery window -- but could have that wrong)
Assuming you are protected through Amazon buy-shipping stick to the recommendation they file the claim.
Any insistence they cannot is either due to proper time frame or the buyer has abused the process and is either unwilling or unable to use it again.
Seller_EkbLZUYSpmJEy
Eligibility Conditions:
1. You haven't received your package.
- Three days have passed since the latest estimated delivery date
- OR the tracking shows a delivery confirmation (whichever is sooner)
- AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.
Seller_nRFmxiQg4EGrw
You should use what in teaching is called "The broken record approach".
When she contacts you, simply repeat the a-z script. Don't change it, don't add to it; just repeat the same thing. I would do this for the first 3-4 times, then start marking "no response needed"
If the customer is unable to file a-z, it is probably because they have abused Amazon too much already, and Amazon won't allow them to do so anymore. Don't refund, just direct them to a-z. Eventually, they will give up.
