Buyer insisting he received empty package, filed a return instead of the A-Z Claim as instructed

[primetime]

I looked at my recent orders and “Problem with Order” is not an option. Did they change it again?
It looks like it is even harder to start an A-Z Claim, are they trying to eliminate that?

[rms]

@primetime

I think this could be a buyer that needs to be on Amazon’s radar.

This buyer should be on our radar too. PLEASE POST THE 5-DIGIT ZIP CODE. ( Not the full 9 digits, because sometimes that can translate to a unique address, which would probably be a violation of forum rules. )
If the buyer is mistaken, or did indeed receive a package that was manhandled by postal workers, a one time posting of the zip code will do no harm.

But if the buyer is a repeat scammer, posting the zip code allows us sellers to protect each other.

[primetime]

This was a #00 padded envelope, damage would show if it had been opened en route. Buyer did not mention package damage, or even ‘open’, just said it was empty. No way. I handed it to the agent at UPS and watched him scan it.

[Lost_My_Marbles]

It starts with the Problem With Order. Not all orders have that button … only the ones that are seller fulfilled. Our instructions listed above should work for a buyer who bought from a seller who fulfilled the order.

With the FBA orders, you would either start with Return or Replace Items (and select from the drop down) or use the Get Product Support (and use the chat or phone call).

@primetime

It looks like it is even harder to start an A-Z Claim, are they trying to eliminate that?

… or at the very least, push the seller into doing a refund that is covered by Amazon A to Z policy.

[primetime]

I don’t know if Problem with Order will still show since she triggered the Return option. It is seller fulfilled.

[primetime]

@Lost_My_Marbles

Not all orders have that button … only the ones that are seller fulfilled.

OK, I was not thinking clearly. I thought you were referring to the buyer’s order, but actually this was about my order that the screenshot was from. That was an FBA order. Looking for a seller-fulfilled order, I found the Problem with Order link is there on those.

I’m not sure how they arrived at a Return option.
Problem with Order > Package Didn’t Arrive > results in this now:

My test order is no longer eligible for a refund so I can’t find out what options exist when Need more help is selected, they aren’t displayed, only no longer eligible text is shown.

[Lost_My_Marbles]

@primetime

I’m not sure how they arrived at a Return option.
Problem with Order > Package Didn’t Arrive > results in this now:

From our post up thread …

@Lost_My_Marbles

Hi [Customer Name],
Go to your orders and find the order in question.
You will see a yellow button labeled as “Problem with Order” … select this button.
On the page that opens under the section “What went wrong?”, select the link that says “Package didn’t arrive”.
The next page will show that the item delivery details. On the bottom of that, there is a button that says “Need more help” … select that button.
On the page that opens, you will see a “Select Reason” drop down menu … select “Refund wanted - package didn’t arrive”.
In the comment box, explain that you receive the package but the contents had been removed and would like a refund.
Finally, click the button labeled “Submit”.
Amazon will then process the A to Z claim.
We strongly suggest making sure that you contact your local post office about this missing package. USPS takes lost and/or stolen packages seriously as mail theft and mail fraud are Federal crime. In addition, we suggest reporting this to your local police for them to investigate (your local police will know if there have been other mail thefts in your area.
Thank you,
[Your Business Name]