看看亚麻咋回答的buyer说东西没收到，但是tracking显示delivered# ebiz - 电子商务
M*e
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Greetings from Seller Support,
I am sorry to hear that the buyer did not receive the package for the order
ID: xxxxxxxxxxxx. An occasional lost shipment is one of the costs of doing
business, and handling the situation requires a business decision that only
Sellers can make.
I realize that the tracking shows order was delivered. However, we recommend
giving the buyer the benefit of the doubt about not receiving the package.
Even when a package is signed for, it is possible it was delivered to a
wrong address and signed for at that address. We occasionally experience a
similar issue with Amazon’s retail orders. Again though, it is up to you to
decide how to proceed.
Generally, Sellers like to proceed with one of the two options:
1) Issue a full refund for the order or send the product to the buyer a
second time. This is usually the most customer-friendly option. Since you
have purchased tracking for this order, you can contact your carrier to
check if they can retrieve the package.
2) Do not issue a refund or do not send the product to the buyer a second
time. You may want to request the buyer to contact the carrier to locate the
missing shipment. If the buyer is unable to resolve the issue with the
carrier, this option might prompt the buyer to leave negative feedback on
your seller account, or file an A-to-z Guarantee claim, or both. After the
claim is filed, we will ask you for additional information about the order.
Once you receive an e-mail from our A to Z guarantee team, you can present
your side to our A to Z team. After reviewing the issue from both sides, our
A to Z team may either grant the claim in buyers or Sellers favor.
Learn more about the A-to-z Guarantee claim process in our Help page:
http://www.amazon.com/gp/help/customer/display.html?nodeId=1383
In case the claim is not granted in your favor, you may choose to appeal
against it by sending an e-mail to our A to Z guarantee team using the e-
mail address: [email protected]
/* */
Sometimes, a buyer may also decide to leave negative feedback for a Seller.
In this case, if the feedback qualifies for removal, our feedback removal
team will remove it. You can contact our feedback removal team by logging
into your seller account and choosing the following option from the Contact
Us form within the Seller Help section:
Contact Us > Orders > Customer Feedback Problems
Please remember to include the Order ID and an explanation of why you would
like the feedback to be reviewed.
You will likely receive a response within 24 hours of submitting your
request.
Overall, handling the situation requires a business decision that only you
can make. We thank you for your understanding and for selling on Amazon.com.
Have a nice day.
We love our sellers! Let us know how we did:
Were you satisfied with the support provided?
I am sorry to hear that the buyer did not receive the package for the order
ID: xxxxxxxxxxxx. An occasional lost shipment is one of the costs of doing
business, and handling the situation requires a business decision that only
Sellers can make.
I realize that the tracking shows order was delivered. However, we recommend
giving the buyer the benefit of the doubt about not receiving the package.
Even when a package is signed for, it is possible it was delivered to a
wrong address and signed for at that address. We occasionally experience a
similar issue with Amazon’s retail orders. Again though, it is up to you to
decide how to proceed.
Generally, Sellers like to proceed with one of the two options:
1) Issue a full refund for the order or send the product to the buyer a
second time. This is usually the most customer-friendly option. Since you
have purchased tracking for this order, you can contact your carrier to
check if they can retrieve the package.
2) Do not issue a refund or do not send the product to the buyer a second
time. You may want to request the buyer to contact the carrier to locate the
missing shipment. If the buyer is unable to resolve the issue with the
carrier, this option might prompt the buyer to leave negative feedback on
your seller account, or file an A-to-z Guarantee claim, or both. After the
claim is filed, we will ask you for additional information about the order.
Once you receive an e-mail from our A to Z guarantee team, you can present
your side to our A to Z team. After reviewing the issue from both sides, our
A to Z team may either grant the claim in buyers or Sellers favor.
Learn more about the A-to-z Guarantee claim process in our Help page:
http://www.amazon.com/gp/help/customer/display.html?nodeId=1383
In case the claim is not granted in your favor, you may choose to appeal
against it by sending an e-mail to our A to Z guarantee team using the e-
mail address: [email protected]
/* */
Sometimes, a buyer may also decide to leave negative feedback for a Seller.
In this case, if the feedback qualifies for removal, our feedback removal
team will remove it. You can contact our feedback removal team by logging
into your seller account and choosing the following option from the Contact
Us form within the Seller Help section:
Contact Us > Orders > Customer Feedback Problems
Please remember to include the Order ID and an explanation of why you would
like the feedback to be reviewed.
You will likely receive a response within 24 hours of submitting your
request.
Overall, handling the situation requires a business decision that only you
can make. We thank you for your understanding and for selling on Amazon.com.
Have a nice day.
We love our sellers! Let us know how we did:
Were you satisfied with the support provided?
