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Customer did not not receive the item even though USPS shows she signed it

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I have a package (~$350) was shipped to PR via USPS priority mail with signature confirmation, but no insurance.
Today the tracking status showed the package was delivered and she signed the package.
Just received customer message that claim she did not receive the package nor receive the post office notice.

Postage label was purchased through Amazon.

How to reply to the customer?

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I would contact USPS first and request POD (proof of delivery). They should have the (signature/name of person who signed for it) on file. Then, email a photo/screenshot of that to the customer through Amazon.

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Hi, go to post office website and you should be able to see a screen shot of the signature delivery card – copy that and send it to the buyer. Let the buyer know you are checking on the issue. If the signature is other than the named buyer on the order ask the buyer if they know the person who signed for the product.

If the buyer indicates they do not know the person there are several ways you can proceed

1. contact the delivery post office and advise them the addressee indicates that they did not receive the package tracking number xxxxx and has verified she does not know the person who signed for the package – package could have been misdelivered and post office can retrieve the package and redeliver

2. if buyer didn’t recieve item and postage was purchased through amazon – amazon’s new policy is that INR with postage purchased through amazon will be covered by amazon – go to seller account – announcements and find the announcement regarding this to see all the information and procedures.

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