Select your problem from the list.
- Package didn’t arrive is the only appropriate option and that leads to two links:
- See all updates (tracking) or Need more help, which opens a link to contact the seller.
How can I explain to the buyer how to navigate to the ‘file a claim’ page when I can’t even find it?
Also I found some interesting stuff.
Amazon tells them to contact the carrier - what would happen if we told buyers that?
Hmmm, if it shows as delivered but is missing then doesn’t that mean it was lost or stolen after delivery? My policy should be the same as Amazon’s - no refund.
Well, it is preceded by “if you opt out of additional delivery safeguards (if applicable)”
I do have special delivery instsructions on my account – which I added very recently due to my first porch pirate loss.
Or possibly bad Amazon delivery agent since we had two Amazon orders disappear on the same day at two different locations – both first time for package loss. The other was left on the sidewalk in front of our business, before business hours (absurd)
My husband couldn’t figure out how so, through his computer, I filed for refund, as well as my refund request through my computer. The processes were not the same. Nor were they easy to explain.
So when you get the email from the customer, provide them with the standard information that the item was shipped, the tracking number, and the day the shipping service shows delivered. Explain to check with other household members, neighbors, and around the front door behind objects. If it is not there, then explain Amazon policy is to wait 48 hours from the time of your response and file an A to Z claim for INR (Item Not Received). If the button to file an A to Z claim does not appear on their order after 48 hours, instruction the customer to call Amazon buyer support to request the A to Z claim for INR (constantly tell them to use the reason INR) and that they have contacted the seller and have waited the 48 hours.
It’s a big run around and puts the seller in the hot seat. However, constantly tell the customer that this process is Amazon policy on how to file the A to Z claim for an INR. Apologize for the inconvenience and that, per Amazon policy, this is how to file the claim.
That’s the clue, I was looking at my own order where I did not have to contact the seller. I have not personally had a missing or lost package and never needed to go through the process. And I’ve only ever had to return an item once. Makes it hard to explain the experience to the customer.
I have had pretty good success engaging with INR buyers (ask the family, etc) or post offices who can provide clues, but this post office will not answer the phone, probably short-staffed.
