What if a buyer says they didn’t receive their order?

When a buyer reports that they did not receive an order, it's essential to handle the situation promptly and in a customer-friendly manner to ensure a positive shopping experience and minimize the risk of negative feedback. Here are some ways to address this situation:

1. **Refund the Buyer:** Offering a refund for a product that was not received is often the most customer-friendly solution. If the original order eventually arrives after the refund, Amazon can recharge the customer with their authorization. You can learn more about issuing full or partial refunds in your Seller Central account.

- For Fulfillment by Amazon (FBA) orders, refer to Amazon's policies and procedures for handling customer returns and refunds.

2. **Ask the Buyer to Wait:** Sometimes, orders may experience delays in delivery. You can initiate communication with the buyer and politely ask them to wait a bit longer for the order to arrive. However, be aware that if you choose this option, the buyer might file an A-to-z Guarantee claim if the issue persists.

- Buyers can typically file a claim three calendar days after the maximum estimated delivery date or 30 days after the order date, whichever is earlier. They have up to 90 days from the maximum estimated delivery date or the date of service to file a claim, but Amazon reserves the right to accept claims beyond that timeframe.

3. **Ship a Replacement Order:** If you want to provide excellent customer service, consider shipping a replacement order at your cost. After doing so, issue a refund to the buyer and ask them to reorder the product. If the original order eventually arrives, you can arrange a return with the buyer. While this option may result in a financial loss to your business, it demonstrates your commitment to customer satisfaction.

4. **Contact the Shipping Carrier:** If an order is lost in transit or delivered to the wrong address, you can contact your shipping carrier for assistance. If you purchased package tracking or insurance, the carrier may help locate the package or file an insurance claim. Having tracking information is highly recommended, as it can reduce the costs associated with a lost order and protect you in case of A-to-z Guarantee claims.

- It's advisable to use tracking when delivering packages, and you can add the tracking number when confirming dispatch in the Manage Orders page of Seller Central.

Handling situations where buyers report missing orders with professionalism and a focus on resolving the issue can lead to positive outcomes and help maintain a high level of customer satisfaction on Amazon.