Please help! USPS LOST MY Packages
Hello,
Customer contact us that they still have not received the packages. We bought the shipping label within Amazon. The packages have been shipped out on time(3/18/2024), It has been 9 days. It still shows only scan in the local USPS office. Customer asked for refund. If I give them refund, the package may show up again and I will lost money. If I don't, they will give me bad review. My friend asked customer to field A-Z and he lost and affect his ODR. Please advice what to do.
Thanks
Please help! USPS LOST MY Packages
Hello,
Customer contact us that they still have not received the packages. We bought the shipping label within Amazon. The packages have been shipped out on time(3/18/2024), It has been 9 days. It still shows only scan in the local USPS office. Customer asked for refund. If I give them refund, the package may show up again and I will lost money. If I don't, they will give me bad review. My friend asked customer to field A-Z and he lost and affect his ODR. Please advice what to do.
Thanks
13 replies
Seller_nRFmxiQg4EGrw
The proper procedure is to have the customer open an A-Z for Item Not Received.
Since you bought the shipping through Amazon, and have a scan showing that it shipped on time, Amazon should cover the cost of the refund, and it will not count against your ODR.
If you issue a refund yourself, then the matter is closed, and you are out the funds.
Seller_Sram36TnVt73c
Does the package show that USPS took possesesion (Acceptance Scan) on the USPS site? You can't rely on Amazon's tracking information as it always says 'Carrier Picked Up The Package' the moment you print the label. This is critical before you tell the buyer to file an A to Z claim. If the USPS tracking doesn't show the first USPS scan within the ship-by timeframe, you would lose an A to Z claim.
If you DO see tracking info on the USPS site, file a missing package inquiry (top right on the USPS home page, click HELP/FIND MISSING MAIL). Someone from the 'home office' will contact the last post office to have a record of it in their possession and this sometimes shakes a package loose. They are usually very helpful if something looks amiss with tracking and will respond to you in 1 or 2 business days.
Keep in mind that Ground Advantage comes with $100 insurance, so if it is in their mailstream and it truly never gets delivered, you can collect insurance up to $100. I don't know which USPS service you used, but I think most come with some insurance.
If tracking on the USPS site merely says "awaiting package', you best check under your car seats, etc....
Quincy_Amazon
Hello @BestDeal
Thank you for posting your inquiry to the Forums.
I understand that a package was lost by the carrier and you have already issued a refund to the buyer. In this case, a SAFE-T Claim cannot be filed on this case as only refunds that issued to customers by Amazon on your behalf is eligible for reimbursements.
In this case, I would suggest filing a claim with USPS. For lost packages, remember that each claim must be filled within a certain period and include proof of insurance, value and damage. Go to the USPS site to find out when to file a claim. Please feel free to review this help page which includes steps to file a claim as well as the phone number to utilize.
Regards,
Quincy_Amazon
Seller_DdmPiA1p1S2Wu
As long as that initial scan is no later than the ship by date, you should be protected on the A-Z claim and Amazon should fund it. You should also be protected from any negative reviews that are strictly about shipping. (They are supposed to get a strike-thru and not count against you.)
I have one in the same exact situation right now, the only scan was the acceptance scan and that was 2 weeks ago. I've been noticing a lot of issues with items going through Missouri lately. Was your package by chance going to Missouri or somewhere near that area? Mine was.
