Is This Covered? Amazon Buy Shipping - Claims Protected

Selling on Amazon
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I have a customer who received their package, but said that the box was opened and the item was missing.

Item label was purchased through Amazon Buy Shipping, shipped on-time, and delivered 1 day early.

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If the item was damaged, I’d normally send a replacement and file a claim with UPS. But since I have Claims Protection, should I let Amazon handle it, and/or tell the customer to file a claim with UPS?

The UPS tracking has no mention of damage. Interestingly, their delivery photo was taken from the street, with no details are discernible.

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You don’t know if the buyer is lying to get a free item. Damaged packages without the item do happen, but so do customers lying about it.

Fundamentally, there is no difference between “package didn’t arrive” and “package arrived with no item.”

I would treat it as a standard INR and tell the buyer to file a claim.

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ADD: Through Amazon

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An INR AtoZ claim, yes.

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