I’ve been doing FBM and shipping packages using USPS and Amazon’s partnered carriers. Recently, 4 customers reached out to me saying their tracking shows “Delivered,” but they never received the package. All of these shipments were sent via USPS.
At first, I thought it might be a scam, but then 3 more customers reported the same issue on the following days. I’ve been doing FBM and using USPS for the past 6 months and have never faced this problem before.
Any advice on how to handle this would be really appreciated.
This kind of issue, where tracking shows “Delivered” but the customer claims non-receipt, is unfortunately common with USPS, especially during peak times or in certain regions. First, ask the customer to check with neighbors or their local post office, as USPS occasionally mis-scans or misdelivers items nearby. If that fails, file a USPS missing mail request for each tracking number and document that you’ve done so. On Amazon’s side, as long as tracking shows “Delivered,” you are generally protected under the Amazon A-to-Z Guarantee if you’re using valid tracking and ship on time, but excessive claims can affect your metrics. To reduce future issues, consider signature confirmation for higher-value items or switching to a more reliable carrier for affected zones.
It’s USPS scan errors local delivery issues if it’s the same area. You should file a missing mail request and contact your local postmaster and switch to signature delivery for now.