@Troy_Scissors (Troy_Scissors) posted a new topic, subject "Buyer claim where is my item". It read:

   please help tracking shows item was deliverd but buyer claim where is my item shipping was purchase on amazon thank you

After which, @GoOverstock (GoOverstock) added

    If you are not Seller Fulfilled Prime, if you shipped on time, then you are covered. You still need to provide customer service, let them know the type of packaging, check with family, neighbors, etc. If they still insist the product did not arrive let them know that since the shipping was purchased from Amazon they will provide coverage for the item. Don't tell them to file an A-Z Claim, just tell them Amazon handles the coverage for this issue.

Then @anonymous_bookseller said

    Troy_Scissors:
    
    > please help tracking shows item was deliverd but `buyer claim where is my item shipping was purchase on amazon` thank you
    
    Did you purchase shipping on Amazon or did your buyer say the purchase was from Amazon?
    
    If you purchased Amazon shipping and tracking shows delivered, you could politely direct your buyer to the A-Z claims and inform that Amazon takes care of these refunds with delivery issues.
    
    If your buyer said it was purchased on Amazon, then it depends on where you purchased shipping whether Amazon will cover the refund. If you used outside shipping, I don't think Amazon covers that unless you used Signature Confirmation.
    
    Edited to Add: GoOverstock is correct to first ask a buyer to check around for the package. If it were my order, I would check myself with the post office too and let the buyer know that I will get back with more information.

To which @Bee_Blessed (Bee_Blessed ) replied

    @Troy_Scissors
    
    * We never use Amazon Buy Shipping 
    * We always use USPS 
    
    **This is our email template that we always send for this type of claim, 98% of the time you will never hear back from the buyer.** (Unless of course if they genuinely actually didn't get it delivered, which then by a reply the next day from the buyer, you will know for sure. You will need to get the GPS scan from your local postal counter)
    
    * * *
    
    Hello {buyer name},
    
    Thank you for bring this to our attention. We will open an internal investigation with the carrier and get a GPS global scan as to where the package was last scanned. Meanwhile, sometimes the carrier scans it delivered and will arrive later that day, delivered by a different truck other than the regular mail or even sometimes the next day. It could be delivered to the wrong address as well. We are not sure yet. There are a lot of factors, but once we get the GPS global scan we will know for sure exactly where it was delivered, at what time and by who.
    
    Keep an eye out for it though between now and tomorrow, also ask around the household if someone else grabbed it and placed it somewhere. We will update you tomorrow morning with the GPS global scan results as the carrier is now closed here in our area.
    
    Rest assured we are here to work with you.
    
    Sincerely,
    
    {your business name}
    
    * * *
    
    _Note: send this email after 7:00pm in your time zone._
    
    _Note: Since you did use amazon buy shipping, amazon supposedly has you covered for INR claims. I would still send this email just so they know you are willing to work with them_

To which @Bee_Blessed (Bee_Blessed ) replied

    GoOverstock:
    
    > let them know that since the shipping was purchased from Amazon they will provide coverage for the item.
    
    Never let them know anything they don't need to know!
    
    **This will train buyers into thinking that all purchases from 3rd party sellers were purchased via Amazon Buy Shipping and then trigger a bunch of useless atoz claims** There are sellers here that do not use amazon buy shipping and would appreciate you not informing your customers about amazon seller tools.
    
    GoOverstock:
    
    > Don't tell them to file an A-Z Claim, just tell them Amazon handles the coverage for this issue.
    
    again, Never let them know anything they don't need to know!

To which @Bee_Blessed (Bee_Blessed ) replied

    anonymous_bookseller:
    
    > you could politely direct your buyer to the A-Z claims and inform that Amazon takes care of these refunds with delivery issues.
    
    Never let them know anything they don't need to know!
    
    **This will train buyers into thinking that all purchases from 3rd party sellers were purchased via Amazon Buy Shipping and then trigger a bunch of useless atoz claims** There are sellers here that do not use amazon buy shipping and would appreciate you not informing your customers about amazon seller tools.
    
    @Troy_Scissors \- please do not tell ANY buyer anything about amazon buy shipping or anything about an atoz claim, ever.

To which @anonymous_bookseller replied

    Bee_Blessed:
    
    > anonymous_bookseller:
    >
    >> you could politely direct your buyer to the A-Z claims and inform that Amazon takes care of these refunds with delivery issues.
    > 
    > Never let them know anything they don't need to know!
    
    Buyers who lie probably already know the system. This might be a deterrent to buyers as well. Buyers who are fishing for a refund from a feedback deprived seller. Once a buyer knows they'll have to file an A-Z claim to get a refund, Amazon keeps these buyers on the radar.
    
    As long as feedback is a weapon, I'd rather be helpful than have feedback that says I didn't help with the refund.
    
    With my first response to the buyer which might be the only communication they pay attention to. It's important to get it right the first time.

Then @Bee_Blessed (Bee_Blessed ) said

    anonymous_bookseller:
    
    > Once a buyer knows they'll have to file an A-Z claim to get a refund, Amazon keeps these buyers on the radar.
    
    wow, just wow. All amazon buyers know about the ATOZ, this is nothing new. Sellers always want to avoid them. Informing a buyer to open an atoz against you is just something you should not ever do.
    
    Over-informing buyers is also something you should not ever do and your recommendation to the OP is a classic example of it. And should not be done.

So @anonymous_bookseller replied

    I didn't recommend to inform the buyer about Amazon shipping. I just said Amazon covers the refunds for delivery issues. Not the same thing.

So @Bee_Blessed (Bee_Blessed ) replied

    anonymous_bookseller:
    
    > you could politely direct your buyer to the A-Z claims and inform that Amazon takes care of these refunds with delivery issues.
    
    But you did say this

@anonymous_bookseller replied

    Yes

To which @Bee_Blessed (Bee_Blessed ) replied

    okay great! do not do this, please. and also do not inform them about seller tools such as “Buy Shipping”, even though you didn't mention it I still wanted to type it for others to read.

Then @GoOverstock (GoOverstock) said

    Bee_Blessed:
    
    > okay great! do not do this, please. and also do not inform them about seller tools such as “Buy Shipping”, even though you didn't mention it I still wanted to type it for others to read.
    
    We pay for the coverage, we will absolutely let buyers know. Sorry you choose not to pay for this coverage.
    
    OP, You paid for this coverage. Nothing wrong with educating a buyer that your purchases are covered. And yes, forcing them to file an A-Z is the best way to make sure their activities are tracked.

After which, @Bee_Blessed (Bee_Blessed ) added

    GoOverstock:
    
    > We pay for the coverage, we will absolutely let buyers know. Sorry you choose not to pay for this coverage.
    
    You payed for the coverage how? the shipping label is not marked up.
    
    GoOverstock:
    
    > OP, You paid for this coverage. Nothing wrong with educating a buyer that your purchases are covered. And yes, forcing them to file an A-Z is the best way to make sure their activities are tracked.
    
    OP paid for a shipping label at the same cost we do using shipping options other than “Buy Shipping”
    
    GoOverstock:
    
    > And yes, forcing them to file an A-Z is the best way to make sure their activities are tracked.
    
    **Super bad advice IMO** , there are many other ways to track buyer actives on this platform other than filing ATOZ claims.

To which @GoOverstock (GoOverstock) replied

    Because being a refund monkey is a much better idea. You made your point, stop badgering.

@Bee_Blessed (Bee_Blessed ) replied

    GoOverstock:
    
    > Because being a refund monkey is a much better idea.
    
    I don't get this response. Please elaborate for me. Or is this just your way of being a snarky seller?
    
    GoOverstock:
    
    > You made your point, stop badgering.
    
    I hope I did make my point, to you and all the rest who may read for assistance. The platform is better place for sellers to sell and not be badgered by amazon customers filing ATOZ claims for no reason other than over-informed information being passed to them through sellers who don't know better, information about seller tools and ATOZ claims.

To which @anonymous_bookseller replied

    Dear Buyer Name,
    
    I'm sorry to find out your package has gone missing. I will check with your local post office to see if they can help locate your package. In the meantime, perhaps the carrier still has it and will deliver it tomorrow. Please check around and see if possibly it was misplaced after delivery.
    
    If the package isn't found, please be assured Amazon will take care of a refund. I will contact you soon with more information.
    
    Sincerely,
    
    Bookseller

@GoOverstock (GoOverstock) replied

    Explaining to you is pointless, because you don't think educating customers is appropriate.
    
    @Troy_Scissors If you refund on your own, there is no record if the customer is going around making false INR claims. If you force them to A-Z, there is a record. The customer could also be 100% legit. Either way, there is now a documentation trail.
    
    I really don't care if @Bee_Blessed isn't covered because you buy shipping elsewhere. If you want to not choose to be covered, then be a refund monkey the moment someone says INR. We choose to be covered and choose to let Amazon handle the refund.

So @Bee_Blessed (Bee_Blessed ) replied

    GoOverstock:
    
    > Explaining to you is pointless, because you don't think educating customers is appropriate.
    > 
    > @Troy_Scissors If you refund on your own, there is no record if the customer is going around making false INR claims. If you force them to A-Z, there is a record. The customer could also be 100% legit. Either way, there is now a documentation trail.
    > 
    > I really don't care if @abescotti isn't covered because you buy shipping elsewhere. If you want to not choose to be covered, then be a refund monkey the moment someone says INR. We choose to be covered and choose to let Amazon handle the refund.
    
    Which is all find and dandy to me!
    
    But informing buyers of seller tools and atoz claims is not something i can agree with.
    
    I provided our email template for INR claims and it works SUPER great. We are definitely not a refund monkey, rather we provide exceptional customer service and follow through.

So @Bee_Blessed (Bee_Blessed ) replied

    @anonymous_bookseller
    
    anonymous_bookseller:
    
    > Dear Buyer Name,
    > 
    > I'm sorry to find out your package has gone missing. I will check with your local post office to see if they can help locate your package. In the meantime, perhaps the carrier still has it and will deliver it tomorrow. Please check around and see if possibly it was misplaced after delivery.
    > 
    > If the package isn't found, please be assured Amazon will take care of a refund. I will contact you soon with more information.
    > 
    > Sincerely,
    > 
    > Bookseller
    
    This is a great response! I love it!
    
    Informed in all the rights ways, yet not over-informed. Perfect!

@GoOverstock (GoOverstock) replied

    Your agreement is not required. You also need to re-read my original post on the matter.

So @Bee_Blessed (Bee_Blessed ) replied

    I'll defer and let you continue to pass along invaluable information as you think necessary.  
    My time and valuable information is worth more. I already read your post once and once was enough.

@Snugglebug_Baby_Bout (Snugglebug_Baby_Bout) replied

    I read the tread, and also keep getting customers saying they did not get their order even though tracking states it was delivered. Im seller fulfilled prime and i only buy shipping with Amazon.Im on the handmade size. I always send nice emails saying similar things, but always feel i need to refund. I was told recently that A to Z would cover it since i have delivery conformation and used amazon shipping- but i don't know how to tell the customer they are covered without asking them to put in a claim with A to Z. I was not sure if i even should mention it and now reading the tread im kinda confused to the edicate and proper way to handle it. I sold on etsy for 10 years and never had a shipping issue not arrive with a conformation but now here on amazon i get 3 a week with customer saying where is my order, while tracking says delivered.
    
    any advice would be appreciated…

After which, @Troy_Scissors (Troy_Scissors) added

    thank you guys great help

@Bee_Blessed (Bee_Blessed ) replied

    Snugglebug_Baby_Bout:
    
    > I read the tread, and also keep getting customers saying they did not get their order even though tracking states it was delivered. Im seller fulfilled prime and i only buy shipping with Amazon.Im on the handmade size. I always send nice emails saying similar things, but always feel i need to refund. I was told recently that A to Z would cover it since i have delivery conformation and used amazon shipping- but i don't know how to tell the customer they are covered without asking them to put in a claim with A to Z. I was not sure if i even should mention it and now reading the tread im kinda confused to the edicate and proper way to handle it. I sold on etsy for 10 years and never had a shipping issue not arrive with a conformation but now here on amazon i get 3 a week with customer saying where is my order, while tracking says delivered.
    > 
    > any advice would be appreciated…
    
    * Buyers on amazon already know how to use the ATOZ quickly. No need to inform them. This is nothing new here. 
    * Buyers on amazon use all kinds of things to try and get refunded. Even if they're happy with the product, they still try to get money back. It's sickening and happens all the time. 
    
    They are so used to the amazon “prime” benefits (FBA) where if they complain once or make one stink about anything order related amazon refunds them immediately and you lose money using FBA or the item is returned and you pay for the return and lose money. sometimes not even the product you sold them is returned back.
    
    If you ship on your own (FBM), they still try it and test the waters to see if an inexperienced seller is on the other end. Never just lay down and refund a customer. Always follow AZ polices.
    
    Your best bet is to just reply to any INR claim using one of the two templates we gave here and move on building your business.
    
    If an ATOZ arises from any order you shipped where buyer claims INR, and you used “Buy Shipping” simply reply to the ATOZ claim with amazons polices regarding shipping purchased through amazon and let the ATOZ investigators deal with it.
    
    _I stand firm on never informing a customer to file an atoz against you for any reason_. If anything they already know about the ATOZ claim and will file one quickly or they will contact amazon customer service and amazon customer service will initiate the ATOZ claim for them.

To which @Snugglebug_Baby_Bout (Snugglebug_Baby_Bout) replied

    Thank you abescotie, great advise and i'm so happy Troy brought this tread up. All the responses and kindness to add tempetes has been so helpful too.

So @IG_MisterMajestic replied

    I agree with @Bee_Blessed here. Telling a customer to file an A-Z claim at any given sign of resistance is like telling a customer to shove off and “speak to my manager” about bad service in a store.
    
    True that in most circumstances the manager will side with the employee even though thoroughly apologizing for the experience – the only caveat now is that customers will always demand to “speak to a manager” or expect there to always be a manager there to speak to.
    
    If a buyer already knows about A-Z claims and Amazon Buy Shipping, stating it won't act as a deterrent because you're supposed to know about it as well. BUT If a buyer _doesn't_ know about it and you bring it up… that's adding another person to the club.
    
    (Not to mention, it's extremely difficult for an Amazon buyer to find the proper page to file an A-Z Claim on a purchase and I'm almost 100% positive Amazon made it hard to find on purpose)

@Bee_Blessed (Bee_Blessed ) replied

    I'm glad to see that someone can comprehend the information I provided as valuable and agree. This makes me believe there are still sellers who understand the amazon platform as it is.
    
    While I'm not out looking for an audience to agree with my posts. I am however, out for educating any inexpericend seller who may read this thread and get the idea that they should follow very bad advise.

@IG_MisterMajestic replied

    Snugglebug_Baby_Bout:
    
    > I sold on etsy for 10 years and never had a shipping issue not arrive with a conformation but now here on amazon i get 3 a week with customer saying where is my order, while tracking says delivered.
    
    I sell on Etsy as well. Etsy doesn't provide the opportunity for buyers to file a claim like that for the most part. Etsy is also primarily a “handmade” platform so it attracts different types of buyers. Similar to how you find slightly different types of customers at Hobby Lobby vs Michael's.
    
    Amazon wants to give off a “100% all about customer satisfaction” feel to its customers which is how it's able to become such a successful company, but at the same time it will condition the customers to think that they're literally untouchable. It's similar to Nordstrom's return policy of “as long as it's bought from our store and you have a receipt, we'll refund you”… to the point where high schoolers going to prom will buy a 3 grand dress and then return it the next day.
    
    In contrast, you see people buying 35 grand cars but with some decent enough warranties, so most people don't even think about “returning a car” because it simply isn't a thing you can do.
    
    People will always take the opportunity to save money if presented to them.

To which @system (system) replied

    This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.


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