Lost or missing Amazon orders can cause significant frustration for both buyers and sellers. While Amazon's delivery system is generally reliable, occasional issues can arise, the most common of which is a lost item. It raises many questions: how to get refund on item that never arrived, Amazon refund policy, how long does it take to get refund on Amazon, etc.
Both buyers and sellers are affected by those types of errors.
This article provides a clear, step-by-step guide on how to get a refund on Amazon for item not received, ensuring that both buyers and sellers know how to resolve the issue efficiently.
Is Your Amazon Order Actually Lost?
Searching for “how to get a refund on Amazon if item not received” is the first step of the process. The second one is determining WHY it wasn’t received. Before searching for how to get a refund on Amazon order and taking any action, it’s important to confirm that your Amazon parcel is indeed lost and not delayed or stolen. Follow these steps:
Wait 48 Hours
If your package is marked as delivered but hasn’t arrived, wait 48 hours. Sometimes packages are marked as delivered prematurely and may still show up within this period.
Check Order Tracking Information
Log in to your Amazon account and review the tracking information for your order. Look for two key details.
Delivery Status: Is the order marked as delivered?
Shipping Method: Was the order shipped by Amazon (FBA) or a third-party seller?
If the Order is Marked as Delivered
If the tracking information shows that the order has been delivered, it might be a stolen package. Refer to our article on handling stolen Amazon packages for detailed steps on how to get full refund on Amazon if goods were stolen.
If the Order is Not Marked as Delivered
Shipped by Amazon (FBA): If the order was fulfilled by Amazon, you should file a claim directly with Amazon to address the missing package. You’ll find instructions on how to get refund on Amazon for item not received below.
Shipped by a Third-Party Seller: In this case, contact the seller first to report the missing package. Do this by visiting the seller account, clicking the "Ask a Question" button, and selecting the “Where’s my package” option from the chat menu. Let them know about the situation and ask them about how to get refund on Amazon package that never arrived. Also, mention that you will be submitting a claim to Amazon if you don't hear back from them. Give them 24 hours to reply. If you don't receive a response, proceed with the Amazon claim.
How to Submit a Claim to Amazon for a Missing Package
If you have determined that your Amazon package is indeed missing, you can file a claim with Amazon to resolve the issue. Here’s how to get a refund on Amazon for an item not received:
How to Get Refund on Missing Amazon Package Through Amazon Chat
- Open the Amazon Chat: Navigate to the Amazon Help page and initiate a chat session.
- Select the Topic: Choose the “An item I ordered” topic.
- Provide Your Order Number: Have your order number ready and explain the situation to the Amazon representative. They should tell you how to get a refund on an Amazon order that never arrived.
How to Get Refund on Lost Amazon Package Through Your Order
- Go to Your Orders: Log in to your Amazon account and go to the “Your Orders” section.
- Select the Order in Question: Find and select the order that corresponds to the missing package.
- Click “Problem with Order”: This will start the process of how to get refund on Amazon if item, not received, is determined as a missing case.
- Select the Order Number: Have your order number ready beforehand.
- Choose “Where’s My Stuff”: After this, you will have to choose how you want to be contacted by Amazon. It can be either by email or phone.
- When Amazon contacts you: Have your order number ready. If you’re wondering how to get a refund on an Amazon item that never arrived, don’t worry: you will be able to choose if you want a refund or a replacement.
There is no definitive answer on how long does it take to get a refund on Amazon, since the time varies. You can always check your refund status in the “Your Orders” section.
Responsibilities of the Seller When a Buyer Reports a Lost Package
When a buyer contacts you about a lost package, you need to investigate the issue. All the customer usually wants is to know how to get refund on Amazon order that never arrived. First and foremost, determine whether the shipping was managed by Amazon (Fulfilled by Amazon, FBA) or by a third-party logistics provider. This distinction will guide your next steps.
Shipped by FBA
If Amazon handled the shipping through FBA, Amazon is responsible for investigating the claim and providing a resolution to the buyer on how to get a refund on a lost Amazon package. Direct the buyer to Amazon’s customer service for further assistance.
Shipped by a Third-Party Courier
If you use your shipping partners and not FBA, Amazon will not issue a refund or replacement. In this case, you need to:
- Contact Your Shipping Partner: Reach out to your shipping partner with the details of the shipment and the buyer’s claim.
- Initiate a Claim with the Shipping Partner: File a claim with your shipping partner to investigate the issue and seek compensation or resolution.
- Communicate with the Buyer: Keep the buyer informed throughout the process. Explain the steps you are taking to resolve the issue and provide updates as necessary. Staying in touch with your customers will build the trust and reputation of your company.
Are You Entitled to FBA Reimbursements?
For sellers utilizing Fulfillment by Amazon (FBA), there is the possibility of obtaining reimbursement from Amazon for items that are lost or stolen. Buyers can easily find out how to get a full refund on Amazon, but for sellers, it’s a bit more complicated.
To successfully file a reimbursement claim, it’s essential to pinpoint where the item was lost within the supply chain. This could occur during shipping to the customer, within the fulfillment center, or while in transit to FBA warehouses. Then, you will need to submit a reimbursement claim to Amazon, providing detailed information and supporting documents regarding the missing item.
Since the reimbursement process can be complicated and effort-consuming, it may be beneficial to engage a professional service to assist you. Regainables, for instance, is a service that focuses on identifying and recovering potential reimbursements for FBA sellers.
Regainables will review up to 18 months of your FBA sales data to identify any reimbursements you may be entitled to. Regainables can recover up to 3% of your total sales revenue. When using their service, you only pay for successful recoveries, and any inventory found is free of charge.
Signing up is super simple and won't cost you anything. You can sign up for Regainables services here.
