When an Amazon FBA order displays “Delivery Anomaly,” sellers must promptly communicate with the customer and file a complaint with the platform.
In this article, Weefreight will provide detailed instructions, which we hope will be helpful.
Customer Communication
Proactive and Timely Contact: Once you discover an order delivery anomaly, you should contact the customer as soon as possible via Amazon internal message or email, proactively explaining the situation and letting them know you’re aware of the issue. For example, “Dear customer, your order currently shows a delivery anomaly. We are investigating immediately and will resolve it as soon as possible.”
Provide Solutions: Provide customers with appropriate solutions based on the specific situation. For low-value items (e.g., less than $25 per unit), prioritize reshipment. For high-value items, negotiate a refund or offer partial compensation, such as a coupon.
Guide Customer Self-Inspection: Encourage customers to check surrounding areas, such as garages, property management centers, and neighborhood locations, to see if their package has been misplaced. Also, encourage customers to check for any relevant delivery notifications, such as text messages and emails.
Maintain communication records: When communicating with customers, keep all records, including internal messages and emails, for possible future complaints.
Platform Complaints
Verify logistics information: Immediately retrieve the tracking number from Amazon Seller Central and verify the actual delivery coordinates on the carrier’s official website (such as UPS, FedEx, and USPS). You can also cross-check logistics information with a third-party logistics tracking platform to confirm whether there is a true delivery anomaly.
Submit an investigation request: Amazon requires an investigation request for delivery anomalies to be submitted within 90 days of shipment marking. We recommend initiating the investigation process within 24 hours of the buyer’s feedback. Submit a SAFE-T claim request in Seller Central and include evidence such as the purchase invoice, logistics tracking records, and buyer communication records.
Contact Amazon Customer Service: Log in to Seller Central, select the “Logistics & Shipping” category, submit information such as the shipment ID, estimated arrival time, and actual delay, and open a case to identify the issue. You can also call the customer service hotline, follow the voice prompts to connect to a human agent, explain the situation, and request Amazon’s assistance in verifying the cause and expediting the process.
Providing relevant proof: If the product is damaged or lost, you will need to provide relevant documentation, such as photos of the damaged product and proof of receipt from the shipping company. If the carrier is required to provide a POD (Proof of Delivery), including the name of the signatory, time, GPS coordinates, and other information, this should also be obtained and submitted to Amazon promptly.
Following up on the progress of your appeal: Regularly check the progress of your appeal to understand Amazon’s investigation results and response. If you have not received a response after the expected processing time, you can contact Amazon Customer Service again for follow-up.
If you have any international logistics service needs, please click the floating chat icon in the lower right corner or other contact information in the lower right corner of the page to contact us immediately!
