Buyer received an empty envelope - Shipped Amazon FBA - How to respond?
I just received this message from a buyer and I'm not quite sure how to respond.
"An empty package was delivered. The envelope was delivered with nothing inside."
Amazon handled the fulfillment. It's a normal size paperback book that we place in a polybag with an FNSKU sticker so any issue with fulfillment is clearly on Amazon. It's a religious book that cost $13 so I'm not that concerned someone is trying to scam us. However, I don't see an option for how the buyer can request a replacement as the closest normal option is "parts are missing" . The best I can think of is telling them to try and start a chat session with Amazon customer support.
Buyer received an empty envelope - Shipped Amazon FBA - How to respond?
I just received this message from a buyer and I'm not quite sure how to respond.
"An empty package was delivered. The envelope was delivered with nothing inside."
Amazon handled the fulfillment. It's a normal size paperback book that we place in a polybag with an FNSKU sticker so any issue with fulfillment is clearly on Amazon. It's a religious book that cost $13 so I'm not that concerned someone is trying to scam us. However, I don't see an option for how the buyer can request a replacement as the closest normal option is "parts are missing" . The best I can think of is telling them to try and start a chat session with Amazon customer support.
17 replies
Seller_OvL8C4BJWiuS9
They need to contact Amazon, because if it was FBA, they have to resolve it.
Seller_8UYHnTIxJNqVK
99.9% of the time its a false allegation to get free stuff. Happens almost every day
Seller_WtOwWhtSrFjva
Tell them to contact Amazon.
They probably know this. Just trying to get free stuff,
Seller_uXK39wjFg3cOe
"...That item is shipped directly by Amazon for us ,from one of their Prime warehouses.
you would need to contact Amazon Anan customer service directly for any problems regarding items they fulfill, not us here
thank you"
Seller_y7K2usRrDUAe8
Here is one of our response templates.
Dear Customer,
Thank you for reaching out. Please note that Amazon handles all shipment processing and delivery for our store from Amazon's local fulfillment center. You would need to reach out to the Amazon customer support team and they will be able to assist you with a resolution.
We hope this information is helpful and thank you for shopping with us!
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Let's be honest, 9/10 is prob a scammer trying to get free stuff, but we shouldn't just assume. So we would just respond nicely similar to how you (as a distressed customer) would want to be responded to by the brand.
Seller_uegrw9t4BikOA
If you're using FBA then Amazon needs to also do the customer service. Tell them to contact Amazon customer service as Amazon fulfilled the order. Let Amazon deal with it and definitely do NOT send a replacement yourself.
Seller_W1tFzATWCqDHQ
No response button. Usually a scammer.
Seller_IlPjCZLKNTFOz
You're wrong assuming that since the book is religious they wouldn't try to get one over on you. We used to resell a specific kind of bible and the amount of scams that bible brought was crazy.
Don't judge a book by its cover, especially when it comes to Amazon customers.
Seller_PtRGEJiStRDor
I had 2 empty envelopes delivered to me last year. not sure why but it happens. They took a picture of the envelope without a book in it, laying at my front door. I clicked problem with order and got a refund with my explanation. Tell them to do that, they might be contacting you for clarification, maybe they think you made a mistake... mistakes happen
Seller_Cv0oubTqrgsud
Though I don't have much faith in humans, I am inclined to blame it on bots.
