Package addressed to Florida ended up in Puerto Rico
This is a first one for me, so I am not exactly sure how to handle it. Customer has complained that their package did not arrive. Item was shipped out via Media Mail on Oct 11 to a Florida, USA address. The expected delivery window is Oct 18 to Oct 24. Today is Oct. 30. According to the USPS website the package is “Moving Through Network In Transit to Next Facility, Arriving Late”. The location of this package at the moment is in CAROLINA, PUERTO RICO!!!! Of course, I am composing an email to the customer explaining the situation, but there is no telling how long it is going to be before the package arrives. This is a FBM order and shipping for this item was purchased through Amazon.
What would you do in this situation? What would you advise the customer to do?
Package addressed to Florida ended up in Puerto Rico
This is a first one for me, so I am not exactly sure how to handle it. Customer has complained that their package did not arrive. Item was shipped out via Media Mail on Oct 11 to a Florida, USA address. The expected delivery window is Oct 18 to Oct 24. Today is Oct. 30. According to the USPS website the package is “Moving Through Network In Transit to Next Facility, Arriving Late”. The location of this package at the moment is in CAROLINA, PUERTO RICO!!!! Of course, I am composing an email to the customer explaining the situation, but there is no telling how long it is going to be before the package arrives. This is a FBM order and shipping for this item was purchased through Amazon.
What would you do in this situation? What would you advise the customer to do?
0 replies
Seller_Hi7wbO2Kbo6bl
In your place I would just refund the buyer with an explanation and apology.
You may eventually receive it back.
If you used Amazon buy-shipping and tracking shows you shipped on time, you could advise them to open a claim for non-receipt. They will have to wait past the end of the expected delivery window to open the claim.
If you did not use Amazon buy-shipping, just refund.
Dominic_Amazon
Hi @Seller_IMsC7YIe1vuDn,
Dominic from Amazon here, happy to help! I would recommend what some of your other Sellers have stated.
In your place I would just refund the buyer with an explanation and apology.
You may eventually receive it back.
If you used Amazon buy-shipping and tracking shows you shipped on time, you could advise them to open a claim for non-receipt. They will have to wait past the end of the expected delivery window to open the claim.
Please let me know if you have any questions!
Best,
Dominic
