Customer Claims Product Not Delivered Six Months Ago
We recently has a customer reach out saying a package was never delivered and demanding a full refund. They claim the Amazon order page still says the package is "delayed." It was shipped out UPS six months ago. UPS only keeps tracking information for 120 days. We are unable to verify delivery or lack there of at this point, and due to the time elapsed, unable to file a UPS claim. What are our options- am I able to decline the refund at all? Offer to replace?
Customer Claims Product Not Delivered Six Months Ago
We recently has a customer reach out saying a package was never delivered and demanding a full refund. They claim the Amazon order page still says the package is "delayed." It was shipped out UPS six months ago. UPS only keeps tracking information for 120 days. We are unable to verify delivery or lack there of at this point, and due to the time elapsed, unable to file a UPS claim. What are our options- am I able to decline the refund at all? Offer to replace?
0件の返信
Seller_OvL8C4BJWiuS9
You can decline the refund, but they will file an A-Z claim and win. You could have them go through their account to request a replacement (do not just send one). Or depending on your loss, just refund and move on.
I myself, as a buyer on Amazon, have had occasion where it's delayed and never shows up.
Seller_kIukTwdhvntAp
From six months ago I click on no response needed. It's out of policy by MONTHS.
What Amazon is going to do is out of your hands regardless.
Seller_8sP6ffckcRn6v
Tell them they need to wait six more months to file for a refund......
No no no.
Write it but do not sent it.
Just do this:
Danika_Amazon
Hi @Seller_1bBDcCv6vThVfand thanks for writing. I'm Danika from the Community Manager team.
I've read through all the helpful responses you've gotten below and done a bit of research. I'm inclined to agree with @Seller_kIukTwdhvntApand @Seller_8sP6ffckcRn6v--I think you can click no response needed as this is outside of return policy by quite some time.
@Seller_OvL8C4BJWiuS9suggests they may file an A-to-z claim, so I did some research. From the A-to-z Guarantee help page (emphasis mine):
"The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers both the timely delivery and condition of your items. If you're not happy with either and can’t resolve the issue directly with the seller, you can make a claim directly to Amazon and our team will determine if you're eligible for a refund.
To be eligible for Amazon's A-to-z Guarantee, you must first contact the seller directly and allow them 48 hours from your first message to provide you with an acceptable resolution. If you do not reach a resolution with the seller within 48 hours, you may be eligible for a refund if:
- You are still within 90 days of the original Estimated Delivery Date
- It is 3 days past your Estimated Delivery Date and your item hasn't arrived.
- Your item hasn't arrived, but tracking says it was delivered.
- The item you received was damaged, defective, materially different from expected. In these instance, you must return the unwanted item according to Our Return Policies and you must have not been refunded for it (or the refunded amount was wrong).
- You asked for a replacement item and did not receive it. In this case, you must have returned the unwanted item according to Our Return Policies."
Clearly, you are well outside the 90 day original Estimated Delivery Date. So not responding seems like the correct action here.
I hope this is helpful.
Thanks again,
- Danika
Seller_V5l9UBkHDQEjb
I had someone do it for a two year old, $150ish dollar order. no response needed both messages. absolutely absurd.
Seller_R2dP7Hunjcdj0
Everything that follows assumes that you tried tracking the package yourself and found that the tracking info is no longer available for a 6 month old order.
To begin with, Amazon automatically emails the Buyer when the order is shipped and includes tracking number and scheduled delivery info.
In the case of INR, Amazon allows for 30 days past the last scheduled delivery date to file a claim for a refund for the Missing package.
While it is a shame that the Buyer waited so long, those actions have consequences. The Buyer MUST bear some responsibility for their Missing package and should have contacted the Seller before the 30 day clock ran out.
As for the Buyer filing an A-Z Claim on the order, given how Amazon works when I buy from them, I do not believe the Amazon system would even allow an A-Z Claim to be filed for an order 6 months old.
Since no carrier maintains tracking / delivery info for 6 months, it is as impossible to "Prove Delivery" as it is to "Prove Non-Delivery" [package delayed]. If Amazon WERE to allow an A-Z Claim and Seller-Funded Refund for orders 6 months old (or older) when NO tracking info is available, than virtually ALL orders would be fair game for Free Refunds.
For this reason I do NOT believe that Amazon would Grant the Claim IF it were even possible to file.
Finally, Amazon allows a Buyer 90 days to file Feedback for an order. This means that this particular order has past beyond the availability for the Buyer to leave Negative Feedback.
I would reply that you are sorry, but the order has passed the point where any such claim can be made, and no refund could be issued without actual Proof of Non-Delivery.
Don't be pressured.
Seller_xQAqE6K0eSCBc
they are fishing. They probably sent that same message to every seller of every product they purchased in tha last 6 months in the hopes that a percentage will just refund
Seller_0xdtD36hDLHBC
Even if Amazon refunds, it will be at Amazon expense.
Seller_52pUzzgnsLDGs
NO RESPONSE.
I've had several packages that say delayed and tell me I am welcome to request a full refund when the package was clearly delivered and it was sitting in my basement but I guess the driver didn't scan it or something.
If he didn't get it he had thirty days to do something. He didn't.
Now it is six months later and he says he didn't get it? I don't believe it for one second. He just found the page where it says he can request a refund. Too late.
Seller_p9USN0M3LVOYK
Just to inform that it happen with me : someone asking me refund for item not received (USPS tracking shows item delivered in time ,still shows this even after more them 3 months)
I don't answered because it was proved delivered in time ,and it was almost 6 months ,also Amazon policy says clearly this :
To be eligible for Amazon's A-to-z Guarantee, you must first contact the seller directly and allow them 48 hours from your first message to provide you with an acceptable resolution. If you do not reach a resolution with the seller within 48 hours, you may be eligible for a refund if:
"You are still within 90 days of the original Estimated Delivery Date"
But that's not true ,I mean in amazon the policy it's only for Sellers not buyers.
They opened an az claim for item not received (and I answer with USPS real live tracking showing delivered in correct address) ,and I even mentioned this :
You are still within 90 days of the original Estimated Delivery Date"
No answer from Amazon ,I just get an defect in account and money was debited from my account.
So with 100% sure they can open an az claim and win ,wherever you do and prove. I believe at least until 6 months after they payed.
I only talk based on my experience ,so don't have sure if they can open az claim after 6 months after original estimated delivery date or it's only after payment.
Only 1 important detail ,in terms of time for claim ,for amazon what counts it's only latest original delivery date ,not the delivery date it was in fact delivered !!! (This makes any sense ??? )
I'm a seller with almost 40 years experience , existing even before amazon
To be clear in amazon.com nothing is impossible !
The other countries Amazon extensions most they protect seller better them amazon.com
