Selling on Amazon is not just about delivering high-quality products, but also taking full responsibility for the entire customer shopping experience. Undelivered packages are one of the most common problems sellers face.

Amazon does not mediate between the seller and the carrier – the seller is fully responsible for delivering the order to the customer. How should you handle a lost package to avoid escalation of the issue and maintain positive account metrics?

Undelivered package – who is responsible?

From Amazon’s perspective, the seller is always responsible – regardless of what happens after the shipment is sent. This means that:

• The customer does not need to contact the carrier or search for the package on their own.
• If the package does not arrive, the seller is obligated to find a satisfactory solution.
• Amazon closely monitors delivery quality – too many issues can jeopardize the stability of the account.

How to handle a lost package situation?

When a customer reports a missing delivery, a quick response is crucial. Delays in resolving the issue may result in negative feedback, an A-to-Z complaint, or even account restrictions.

1. Immediate response to the report

The quicker you respond to the customer, the higher the chance of a positive resolution. Failure to respond within 24 hours can affect your service rating and increase the risk of escalating the issue.

2. Verification of the package status

First, check the tracking number and contact the carrier. If the package is stuck in the system or delivered to the wrong address, try to retrieve it.

3. Solutions recommended by Amazon

In the case of a non-delivered package, the customer expects immediate compensation. Amazon recommends two preferred solutions:

✔ Shipping a new product – if it’s available in stock, quick replacement shipping can resolve the situation.

✔ Refund – when reshipping is not possible, a quick refund is the safest solution.

How to avoid delivery issues in the future?

Not everything can be predicted, but the right actions can significantly reduce the risk of undelivered packages.

1. Choosing reliable carriers

Not all courier companies offer the same level of service. If packages are frequently lost, it’s worth considering working with a trusted provider – even at the cost of higher shipping fees.

2. Monitoring delivery metrics

Amazon evaluates sellers, among other things, based on delivery quality. Key metrics to monitor include:

• Late Shipment Rate (Delayed Shipment Rate) – should be below 4%.
• Valid Tracking Rate – should be above 95%.
• Order Defect Rate (ODR) – if it exceeds 1%, Amazon may limit sales.

3. Shipping insurance

For higher-value orders, it is advisable to use insured carriers – this provides additional protection in case the package gets lost.

4. Fulfillment by Amazon (FBA)

The best solution for sellers who want to minimize delivery issues may be to use Fulfillment by Amazon (FBA). In this model, Amazon takes responsibility for shipping, handling returns, and any lost packages.

Summary

A seller on Amazon should not ignore issues with undelivered packages. Even if the carrier is at fault, you are the one who bears the consequences.

✔ A quick response to customer complaints helps minimize the risk of escalation.
✔ Regular account monitoring helps avoid sales restrictions.
✔ Choosing better carriers and insuring packages is a way to reduce losses.
✔ Using FBA eliminates logistics issues and shifts responsibility to Amazon.

Don’t leave anything to chance – Amazon customers expect flawless and fast service. Take care of smooth logistics, and your sales will grow.