I was on vacation and got back and found an AtoZ claim against it opened as not received (Germany site).
I checked the tracking and indeed it is in a weird status. Just sat as 'received in Germany and sorting'. But this appears to have been like that for nearly two weeks.
I informed the buyer there is a problem and I need to have it investigated. Buyer replys back angrily and wants full refund without any wait.
I would love to just do a refund straight away and then deal with royalmail. Only thing is RoyalMail say they need a minimum 20 days after latest arrival date before I can claim. This means waiting another 3 days or so.
Im wondering what if any space does Amazon give / permit for sellers to allow the courier to go through investigate or wait periods. Does it differ locally / internationally ?
Last thing I want is that i refund, and then claim but item gets delivered and I am in loss in full =(
I also stated that I need to talk to Royalmail first and get a response.
On a side note if it is indeed lost and I refund, what is the correct option to choose as reason. And does it effect my performance / metrics ? Do Amazon still see it as seller fault even though it is outside seller business control ?
The item appears to be stuck in traffic rather than lost.
But if they do not and do a full refund and grant AtoZ effecting metrics, I will simply close the international sales aspect as it is not worth the little revenue it brings.
Far quicker than UK post office.
Sorry martin this was intended for the OP.
Edited by: BOB on Feb 18, 2015 1:58 PM
I would suggest also to start a complain with Royal Mail, asap: it takes a long time to be refunded by them. I have recently been refunded for a parcel sent at the end of November, for which I had to refund customer one month later. So, RM waited two months, before refunding.
Have you considered the option of sending another product? it may be less expensive then full refund, and a light bolt seldom strikes twice in the same place, they say. If the customer gets two parcels, he has the duty to return one, he can't keep it.