Shouldn't Amazon cover this item with their A to Z?

Sell On Amazon Order Management, Shipping, Feedback & Returns
1

Hello,

I shipped a package to a customer that contained 2 of the same products. (each valued at $49.99) The shipping label was purchased through Amazon.

Customer received the package and says the package was ripped open in transit and he only 1 of the 2 products are inside. I asked the customer to contact Amazon and file an A to Z claim (since the USPS shipping label was purchased through Amazon).

Apparently the customer did that, and I just received this message from Amazon Customer Service.

"Dear Amazon Seller, This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue: Product: XXXXXXXXX Order number: XXX-XXXXXX-XXXXXX Return requested: No Reason for contact: Please issue a replacement immediately for the missing item. Please contact the customer. Please respond to this request within 48 hours. Thanks, Amazon Customer Service

This is incorrect though, correct?

2

It looks like the customer contacted Amazon, but they didn’t actually open an A-to-Z claim. They can only open the claim 48 hours after their initial message to you. You should reply by letting them know how to open the claim and provide these instructions:

To request a refund, you need to start an A-to-Z claim.

Note: Amazon requires you to wait 48 hours after contacting the seller before you can request a refund.

Here’s how to do it:

  1. Go to Your Orders

  2. Find the order and click Problem with order

  3. Choose the reason

  4. Click Request refund

  5. Add any comments in the text box

  6. Hit Submit

Hopefully, that clears things up!

3

No, they won’t. They only cover non-receipt claims. If the customer says the package arrived empty or missing items, then you would have to represent your case.

Never ever ask the customer to open an A-Z claim. Never.

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