The "Item Not Delivered" Scam
It starts with a buyer falsely claiming that the merchandise never arrived and demands a full refund. Your first thought probably is, could the package have been lost, or was it stolen?
Then you have to ask yourself how to handle this situation professionally. You can’t help but think this is a scam, but you need not jump to conclusions. Amazon has information on “What if a buyer says they didn’t receive their order?” but it’s clear that it leans in the buyer’s favor.
First, you’ll need to make sure whether or not it’s a delivery scam or just a simple legitimate mistake made by someone.
So, where do you start? The buyer is insistent they did not receive their merchandise, even though the shipping carrier may say the package was delivered.
Well, an excellent place to start would be to track the package, and that’s an easy task if you use FedEx, Ups, or USPS priority mail. But in most cases, sellers will go with USPS First-Class Mail® letters, and flats are not eligible for USPS Tracking service to lower their shipping cost. In this case, most sellers have already pre-made the decision to absorb the losses.
Marketplace sellers know sometimes it’s best to absorb losses from what’s known as ‘item not received’ scams. Especially if the merchandise is a low-cost item, the Seller knows it’s not worth the trouble and will refund the low item cost. Altho, the Seller may not just give up and lay down. One scenario would be to use the Shanti Letter as a scare tacit.
The fraud “it was not delivered scam” is becoming more significant and more familiar with dropshipping sellers from amazon to eBay.
There is a new system developed to avoid many product return scams.
Are you responsible?
If no one signed for the package, or you did not have a tracking number for proof, it didn’t deliver, and it’s that simple. If a buyer insists they didn’t receive their merchandise, they may be telling the truth!
Without a tracking number and signature, you have NO PROOF of delivery, and you will rightfully lose the claim. In this case, it’s best to give the buyer an Amazon Returns or refund.
The Tracking Shows Package Delivered
If a tracking number shows the package delivered to the correct address, provide that information to the buyer. Be polite and sympathetic, then give the buyer all information about the shipping carrier. Let the buyer know it is out of your hands, and ask the buyer to contact the shipping carrier to file a complaint with them.
Most buyers realize that the problem lies with the shipping carrier or post office and will initiate a package trace. Sometimes the package is there, awaiting pickup.
If you use the Buy Shipping Services with Signature Required provided by Amazon, and the item shows delivered, Amazon will cover the loss,