Package refused to be delivered by customer and destroyed, and customer asking for full refund
Hi all,
A customer ordered a product on 02/27 at order number 113-9102874-1341037, with the first scan of the package on 02/27 with tracking ID 1ZHJ26120302877056
on 03/01 this shows in the tracking history:
Returning to Sender
The receiver does not want the product and refuses the delivery. / The package will be returned to the sender.
Sylva, NC, United States
On 03/06 I got the package back, the package was all destroyed as you can see in the picture here, not sellable anymore.
Now the customer is asking for a full refund, and I kindly asked him to go to his others and ask for a refund there.
What should I do?, the product is $400 plus shipping, and I can't sell this anymore.
When I shipped I purchased the insurance from UPS.
What is my next step in your expertise?
thank you all for the time and help
Package refused to be delivered by customer and destroyed, and customer asking for full refund
Hi all,
A customer ordered a product on 02/27 at order number 113-9102874-1341037, with the first scan of the package on 02/27 with tracking ID 1ZHJ26120302877056
on 03/01 this shows in the tracking history:
Returning to Sender
The receiver does not want the product and refuses the delivery. / The package will be returned to the sender.
Sylva, NC, United States
On 03/06 I got the package back, the package was all destroyed as you can see in the picture here, not sellable anymore.
Now the customer is asking for a full refund, and I kindly asked him to go to his others and ask for a refund there.
What should I do?, the product is $400 plus shipping, and I can't sell this anymore.
When I shipped I purchased the insurance from UPS.
What is my next step in your expertise?
thank you all for the time and help
5 replies
Seller_OvL8C4BJWiuS9
You have to refund it and then put a claim into UPS since you purchased insurance.
Quincy_Amazon
Hello @Seller_7waIN4RwQxtBP
Thank you for posting your inquiry to the Forums.
In this case, as the buyer did not receive the item, you can refund the buyer. This help page provides detail on how to issue a refund to the buyer
Since the package was damaged in transit, you can open a claim directly with UPS. For context, when you use Buy Shipping and related services from UPS, you must file claims of loss or damage directly with UPS regardless of whether UPS charges a Buy Shipping service fees to your Amazon account or linked UPS shipper account.
To file a claim with UPS follow these steps:
- File a claim with UPS by calling 1-800-711-5914. The UPS personnel at this phone number are trained to support claims requested by Amazon sellers.
- When submitting the claim, inform UPS that you are filing a claim for a damaged or lost item for Amazon seller-fulfilled.
Please feel free to review this help page for additional detail on optional coverage for loss or damage.
Regards,
Quincy_Amazon
