An occasional lost shipment is one of the costs of doing business, and handling the situation requires a business decision that only you can make.
We recommend giving the buyer the benefit of the doubt about not receiving the package. Even when a package is signed for, it is possible it was delivered to a wrong address and signed for at that address. Again though, it is up to you to decide how to proceed.
Here are two options and the possible consequences of each:
1) Issue a full refund for the order or send the product to the buyer a second time. This is usually the most customer-friendly option. If the original order eventually arrives, and the buyer would like to be re-charged for it, you can provide this link so the buyer can contact Amazon Customer Service to request the re-charge: http://www.amazon.com/contact-us ;
2) Do not issue a refund or send the product to the buyer a second time. This option might prompt the buyer to leave negative feedback on your seller account, or file an A-to-z Guarantee claim, or both. See this Help pages for more information about claims:
http://sellercentral.amazon.com/gp/help/201278520?referral=A30BMB97T4WY5G_A1GERNB8F7ITGE
https://sellercentral.amazon.com/gp/help/help.html/?itemID=1781&referral=A30BMB97T4WY5G_A1GERNB8F7ITGE
https://sellercentral.amazon.com/gp/help/help.html/?itemID=27971&referral=A30BMB97T4WY5G_A1GERNB8F7ITGE
If you will processed a refund, we have a restocking fee chart were you can check how much you will reimburse. Please check link below:
Restocking Fees
https://sellercentral.amazon.com/gp/help/help.html/?itemID=201725780&ref_=ag_201725780_a_r0_cont_sgsearch&referral=A2TTTDOFXYR35B_A1GERNB8F7ITGE&referral=A30BMB97T4WY5G_A1GERNB8F7ITGE
We appreciate your contacting us and for giving us the opportunity to assist. Should you require further assistance about the concern, do not hesitate to contact us again and we'll be glad to help you.
Thank you for taking the time in contacting fulfillment by Amazon. Have a great day.
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Thank you for selling with Amazon,
Aiden Marie F.
Amazon.com Seller Support
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