Imagine this situation: you've purchased one of Amazon's products, yet days and weeks have passed, and your Amazon package never arrived. The dealer, on the other hand, is convinced that the box has already been delivered to you. So, where does the problem lie?
What should seller with complaints about delivery?
If you are one of the Amazon sellers and do your best to deliver the product to your customer, you will still have to face this situation sometimes. Not all shipping carriers are trustworthy, and your packages can be lost during delivery. Sometimes, although rarely, some mail carriers purposefully take the items to themselves.
If some of your buyers confront you because they didn't receive the Amazon package yet, then you should act on the status of your delivery as soon as possible.
Amazon takes its customer service very seriously, and if an item is not sent on its expected time, it doesn't only affect your reputation as a seller, but also theirs. Therefore, you should look for reliable shipping companies. But if you choose Amazon to ship your products, then that will be less trouble for you, yet some problems may still arise, such as when Amazon did not receive a package.
It would help if you made it a priority to send your packages so that they reach the area where they should be. Note that if your packaging is small, it has more chances of getting lost along the way. That is the reason why other sellers are forced to ship their packages using larger boxes. But then, this will increase their cost of shipping. On the bright side, Amazon made specific guidelines for its sellers to follow as they wrap and ship customer's orders.
How to keep an eye on your packages
It is not 100% guaranteed that your shipper will complete its mission in sending your package to your customer. For that reason, when a customer complains, you should immediately investigate what happened.
You can track your packages progress from the Seller Central Account. Just make sure you've entirely given Amazon the right shipping information. Note that packages sent internationally can take some time as they need clearance from the customs. It's advisable to let your customers know where their item is, so they don't have to worry about having their Amazon package lost in transit.
If the order tracking information notifies you that the item has arrived at its destination, recheck your article if it has been delivered on the right address. Wait one day, even if the address is correct as some packages that have reached its region are sometimes considered as delivered. A different person might be the one receiving the delivered product and might forget to tell the buyer. Therefore, you should keep track of the client.
FBA: let Amazon take the responsibility
Another option is to let Amazon take the responsibility of shipping your item by using "Fulfilled by Amazon," and the company will handle customer service for you. Yes, you can trust Amazon to ship your items, but errors are still possible to happen, such as a customer never received a package from Amazon.
So, if a customer notifies you with a delivery problem, recommend them to contact Amazon, and the company will do a difficult job for you.
If negative feedback comes up on your product, Amazon will make sure that the feedback is deleted, and they will take full responsibility for their missteps.
What if Amazon didn't receive a package?
At times, items are returned to the seller after delivery. When this happens, you can reschedule another date for delivery with the shipping company. On the other side of the coin, if you let Amazon ship your product, it is also possible that Amazon did not receive a package. Thus, you have to do the same thing.
What happens with undeliverable packages?
Sometimes packages are sent back to Amazon as undeliverable. When the carrier returns an undeliverable package to Amazon, the client will be given a full refund plus the charges he/she paid for shipping.
Items that are given back to Amazon as undeliverable cannot be re-shipped again. If you are a buyer and you insist on buying the same item that was considered undeliverable, you can place a new order on their website.
Once you discover your order cannot be sent, and you didn't receive confirmation of the replacement or refund of the item after four weeks from the expected delivery time, you should contact Amazon.
What about missing parts and details?
At times, customers may receive their packages on time but with missing parts or pieces. In this case, your items may be shipped separately. Thus they are delivered on different dates. For example, if a buyer has ordered a mobile device together with a memory chip and paid everything with the credit card. The phone may be sent first before the memory chip; they will possibly get a text from the carrier informing them about the second delivery. If the delivered product appears to be damaged then a buyer can ask for a refund or a replacement.
Sometimes, unforeseen issues may occur during orders delivery. To minimize the impact of these factors on your seller rating or product reviews, it's very important to set up the correct and flexible sequence of customer service emails. SageMailer will help you easily cope with this task in just a few minutes, try it yourself with the free 1-month trial.