I always use Amazon's Shipping Services to buy shipping labels with Signature on Delivery for all my shipments. I am FBM.

A customer contacted me asking where his package is. I checked and the shipping tracking says "Warehouse Scan" each day for the past 14 days. It's just cycling over and over. I called UPS and they said that they don't need any documentation, just that they are doing some random security check on the package and may take up to 30 days. I've shipped thousands of packages, this is a first.

So never mind the shipping issue now ... I need to deal with this very reasonable and kind customer. Shipment was mailed 16 days ago, stuck for 14 days, nobody noticed it until now.

Am I protected by Amazon Shipping Services Policy if the customer files an A-Z Claim? Will Amazon cover this type of shipping issue? I've had lost packages before and Amazon covered the claim and no ODR effect on my account. But this is a unique issue.

What are your thoughts?

The item is worth $500 by the way. Shipment was sent on time and using Amazon Shipping Services, an Amazon shipping label through UPS with a Signature Requirement. Package officially is not deemed as lost, just delayed!

Should I tell the customer to start a claim? Should I refund the customer and cut my losses?