Last updated on May 18th, 2023
Written by Ken Zhou
All transactions come with risks. Ordering online means that buyers are unable to examine products physically. They can do very little to check a product’s specifications. Sellers who ship the items can’t control inclement weather, unreachable addresses, and so on. Both sellers and buyers can be victims of lost packages.
Buyers can also deal with malicious entities. With the rise of deliverable goods comes a new type of opportunistic criminal: the Porch Pirates. As their name suggests, these people steal packages left at a customer's front door. Incidents like these happen when the receiver fails to be present during attempted delivery.
Amazon sellers can also deal with order fulfillment issues. From problems in inventory to unreliable shipping partners, there could be many instances where items become lost, damaged, or even stolen. Although these issues can be resolved by choosing efficient services, like Amazon FBA, it doesn’t mean it will stop them 100% of the time.
In this article, you will learn what to do if a package is lost; how to process a refund or replacement (for buyers); and how to submit a claim so Amazon will reimburse your lost inventory (for sellers).
If you notice a discrepancy in inventory or you have a customer who reaches out to you due to a lost package or even possible package theft, here are some tips:
If your buyer has reached out saying the parcel was marked delivered but is missing:
What if your buyer hasn’t received any updates on the parcel and it was declared lost in transit? If this is the case, both you and your buyer are advised to contact Amazon customer services and report the missing package.
If you send your items to the Amazon warehouse but a unit has been damaged or lost you may be eligible for reimbursement.
Check with Amazon and with your Account Managers, if you have them. If your product is registered to FBA and fulfills all the requirements, it is eligible for replacement or reimbursement as Amazon accepts full responsibility for possible negligence. But you have to make sure that the item has indeed ticked all the boxes before you can file for a claim to get your money back.
Some Amazon sellers have reported that tracking numbers by some third-party logistics are incompatible with the Amazon system. The customers cannot track their orders via their Amazon accounts and must use the logistics company website instead. Since Amazon cannot track the package, they assume the order is “late” and/or “undelivered”. And the option to “request a refund” is shown to the buyers. They are then auto-refunded the amount.
Sadly, some buyers take advantage of this, choosing an automated refund even when they already have the item. However, you can appeal an A-to-Z claim and get reimbursed for wrongful refunds.
Buyers can request a replacement from either Amazon or third-party sellers if an item is damaged or broken. If the missing package was shipped properly by a third-party seller, getting a replacement or refund is unfair. After all, sellers already created and sent the item. Amazon delivery problems are simply one of the risks involved with an online purchase, particularly on the Amazon website. However, buyers can still contact sellers to inform them of the matter, suggest a change in carrier or shipping company, or urge them to register on FBA.
If the lost package is an FBA-registered unit and Amazon is at fault, Amazon may replace the item provided the buyer submits a claim. This claim is subject to review and, if approved, can grant a refund request or replacement.
Sellers, as mentioned before, may be eligible for replacements too. If your Fulfillment by Amazon item gets damaged or lost by personnel operating in an Amazon warehouse or on behalf of Amazon, that item will be replaced, or you will be reimbursed.
Consider hiring Amazon Account Managers to help you sort out replacement requests and reimbursements because these take some effort to file and claim.
Inform your buyers to contact Amazon and submit lost package claims by following the steps below using the drop down menu:
Depending on Amazon’s decision, they may issue a refund or replacement on a seller’s behalf and charge you. And you can be ready with your counterclaim or appeal if you find the refund is unjust.
If your Amazon account meets the following criteria, then you're eligible for Amazon's A-to-Z Guarantee.
Note that if the item is not returned, Amazon will not refund the customer. If the returned item is in good condition and is sellable, it's returned to your inventory, and you won't be reimbursed. If the customer damages the item in return, Amazon will charge the customer and pay the seller instead. For more information and specifics, you are encouraged to review Amazon’s reimbursement policy as well as Amazon's return policy.
Missing products and lost inventory are unfortunate incidents that require some effort to address. Most packages, when missing, require outside authority to step in. An example of this is when porch piracy results in a stolen package. Porch pirates will take almost anything, so, it is recommended that you get an expert team that understands the different policies and can help you successfully claim your refunds and reimbursements.
With Seller Interactive’s Reimbursement and Refund Services, you can rely on a dependable team to monitor your Amazon account for product inventory issues, damaged goods, missing packages, and pending returns and refunds. Book a call here or call us at 1-800-820-3746 to claim your reimbursements now!
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