A-Z cover for FBM order package stuck in transit?

Selling on Amazon FBM
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I have an FBM order the deliver by date was 8/11, but it still hasn’t been delivered by USPS.

I used Amazon Buy shipping (USPS GA). The package was scanned in by USPS on 8/2 (the same day of purchase, before the ship by date), arrived at Dallas, TX on 8/6, then the tracking just showing as in transit to next facility. So it’s 7 days pass Amazon’s deliver by date.

I have submitted an inquiry with USPS about the package on 8/10, got a call from a postal lady fr destination PO (Baton Rouge, LA), saying she is waiting for Dallas to process the container and sending the package to her. Well, nothing changed on Tracking since that phone call.

Interestingly, the buyer hasn’t contacted me about it yet, but anticipating of getting the where is my stuff message soon, just thought I’d ask here, in this situation (order not delivered), is the order covered by Amazon A-Z? I have never asked a customer to file a A-Z before.

The order was just $30, so my inclination is to just issue a refund when I get the INR message to save myself from more effort and headach, but wanted to check here to see what are the options.

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I would at the very least wait until buyer contacts you but if your first acceptance scan was on or before your actual ship date you are good to win an A-Z if you have the buyer file. Of course it’s up to you if you just want to refund, but in my experience, the package gets delivered within hours of the refund :rofl:

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What do you mean by “have the buyer file”? Are you talking about buyer’s name/address? I do have that (a screenshot of the original order), but why do I need to have it for the buyer to ask for A-Z?

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I always direct the buyer to file an A-Z using this link:
https://www.amazon.com/gp/help/customer/display.html?ref_=hp_rl_TWQ7t2aIJoBiyrxO4p_TcwiyWuM3Shjkv9tJu&nodeId=TcwiyWuM3Shjkv9tJu

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We would not refund if the buyer contacts you with where is my package.

If you …

  1. Purchased your label through Amazon Buy Shipping and the order has the Claims Protection badge
  2. Shipped before the last ship by date
  3. And USPS first scan accepted is on or before the last ship by date

then tell the customer that you are sorry that the package hasn’t arrived thru USPS but that her package is coverage by the Amazon A to Z policy for “item not received”. Please contact Amazon to complete an A to Z claim for a refund and make sure to use the “item not received” reason code.

In the instance where we can see that USPS hasn’t delivered and the package seems lost in route and if the customer is being reasonable and still wants the item, we sometimes will send a replacement order and not put the customer thru the A to Z hassle. Usually, the customer will tell us that they would rather have the item than get a refund thru Amazon A to Z.

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Yes, you are covered…I’d reply to the buyer if they message (just so you don’t lose due to not replying to the buyer) but basically wash my hands of it after.

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I am almost 100% FBM and just have small portion of FBA. I get these issues from time to time with USPS.
When the buyer reaches out, I send them to A to Z and never had any issues with A to Z not doing what’s it’s supposed to. I used to call USPS when I first started but found out it is a waste of time. Here’s my template, if it helps.

Hello,
We are sorry to hear you are missing your package. Upon checking the tracking, it looks like it is stuck in transit or in the worst case, lost.
Don’t worry! You are covered by Amazon’s “A to Z Guarantee” program. We ask for your understanding, we as a seller, do not handle refunds for delayed/lost packages. We purchase shipping through Amazon’s shipping account and we simply do not have any authorization to it other than to purchase shipping.
Please call Amazon Support at 888-280-4331 and explain you did not receive your package and would like to open an “A to Z Guarantee” claim. Under this Amazon Policy, both buyers and the sellers are protected from lost packages. Please be advised, you MUST state that you are opening an “A to Z Guarantee Claim”. If you do not state “A to Z Guarantee” claim, your refund will not be processed.
Again, we sincerely apologize for the inconvenience. Unfortunately, delivery is something we are unable to control as we do not physically deliver the packages ourselves.
Thank you.

I sell inexpensive items so $30 would be considered a big order for me. I never refund it out of my pocket for something that Amazon covers.
Hope this helps.

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