Your Amazon Order Never Arrived? Do This
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Amazon is one of the largest retailers in the world. To put it into context, the company’s market capitalization is larger than Sears, JC Penney, Nordstrom, Kohl’s, Macy’s, Best Buy, Target, and Walmart combined.

However, despite its size — and admittedly impressive passion for pushing the boundaries of retail The Amazon Shopping Guide The Amazon Shopping Guide This free Amazon shopping guide outlines everything you need to know to make the best use of Amazon and secure the best deals. Read More — it still occasionally gets things wrong. The company is still afflicted by all the same issues that its competitors face; damaged goods, incorrect items being sent out, and occasionally, orders never arriving.

If you bought something on Amazon but the item never arrived at your front door, what can you do? Which dispute channels are available to you? Keep reading to find out.

Different Amazon Retailers

Remember, the Amazon website features items sold by both Amazon itself and by third-party retailers.

When using a third-party retailer, you might notice a Fulfilled by Amazon message on the product you’re buying.

amazon scam order never arrived

The message implies that even though the product is being sold by a third-party retailer, it is being sent to your house from an Amazon Fulfilment Centre. As a buyer, it means you’ll be able to track a package’s progress through your Amazon account portal, and Amazon is responsible for customer service The Best Amazon Customer Service Tips That Make You a Better Shopper The Best Amazon Customer Service Tips That Make You a Better Shopper We've all heard horror stories about customer service gone wrong, but with these Amazon tips and tricks your next shopping experience can be a positive one! Read More and product returns.

If you buy from a third-party seller whose items are not fulfilled by Amazon, you are protected by the company’s A-to-Z Guarantee Protection. More on that later.

All this information is important to keep in mind as we talk about your dispute options.

You Ordered an Item, But It Still Hasn’t Been Shipped

A Google search for Amazon delivery problems will reveal a lot of people complaining about this.

What happens if you placed an order, but several days, weeks, or even months have passed, and the seller still hasn’t shipped it?

amazon scam order never arrived

Well, don’t panic. Amazon will not charge your credit card until the order has been confirmed. Until that point, you can still cancel the order by going to Accounts and Lists > Your Account > Your Orders and selecting Cancel Order.

An Item Shows as Delivered, But It Never Arrived

Next, let’s take a look at what you should do if an item is shown as delivered on your Amazon account, but there’s no sign of it at your house.

Amazon issues guidelines for precisely this type of situation. Some of them might seem obvious, but they’re still essential to tick off:

If 36 hours have passed and there is still no sign of your delivery, you need to contact Amazon directly. Log in to Amazon and go to Help > Browse Help Topics > Need More Help > Contact Us.

You should see all your recent orders on the screen. Click on the order you’re having problems with, and scroll down the page. In the dropdown menu next to Select an issue, choose Where’s My Stuff. Then, in the menu next to Select issue details, choose Tracking shows delivered but item not received.

amazon scam order never arrived

The site will give you the choice of reaching out via email, phone, or live chat. Amazon will investigate the case and ultimately issue a refund.

A-to-Z Guarantee Protection

Okay, let’s assume you’ve bought an item from a third-party seller who doesn’t have the Fulfilled by Amazon protection.

It means you won’t be able to use your Amazon account portal to track the parcel How to Track Amazon Orders & Packages With the Echo How to Track Amazon Orders & Packages With the Echo If you have an Amazon Echo, there's a new feature that you may find useful: the ability to track your Amazon orders using nothing but a single voice command. Read More . A rogue seller could charge your card and tell you they have shipped the item without actually putting anything in the post.

Luckily, you still have some methods of recourse open to you. It comes in the shape of Amazon’s
A-to-Z Guarantee Protection.

amazon scam order never arrived

The A-to-Z Guarantee mandates that any item purchased from an Amazon seller via the Amazon website is eligible for compensation of up to $2,500.

To make an A-to-Z claim, you first need to contact the seller through your Amazon account, then give the seller 48 hours to respond. If the seller doesn’t give you a satisfactory response, you can file a claim. You just need to meet one of the following five conditions:

  • You did not receive the item within either 30 days or three days past the estimated delivery date
  • Your article was damaged, defective, or materially different from the one you ordered
  • You returned an item to Amazon but did not receive a refund
  • You need to return an item internationally, but the seller does not provide either a U.S. address or an international shipping label
  • The seller miscalculated customs and/or shipping charges, and you had to pay those fees upon delivery

You must make A-to-Z claims within 90 days of the estimated delivery date. To make a claim, go to Accounts and Lists > Your Account > Your Orders. Find the order you want to make a claim against and click on File/View Claim. In the first box, explain why you’re making a claim. In the second box, choose Request refund through A-to-Z Guarantee.

Amazon Prime

If you’re an Amazon Prime member and an item you’ve ordered doesn’t turn up at all, the processes we’ve already discussed still apply. You should work through them.

However, Prime members also get some additional sweeteners to ease the pain of a non-delivery. If the item either arrives outside of the timeframe Amazon gives you at the time of purchase or never turns up at your door, you are automatically eligible for a free one-month subscription to Amazon Prime. Amazon adds the free month to the end of your existing Prime subscription’s expiry date.

Some users have reported Amazon has even given them discount vouchers, Prime discounts, and other perks. Amazon appears to issue these benefits on an ad-hoc basis.

How to Avoid Fake Sellers

As mentioned in the article, the problem of fake sellers on Amazon is becoming more widespread.

The fraud is worryingly easy to pull off. A criminal opens a new Amazon seller account and selects popular items to sell. If they use Amazon’s seller’s platform, it only takes a few seconds. Typically, they’ll list items for less money than other retailers are selling them for.

When they receive orders, the person immediately says the item is en route to the courier. Doing so releases the funds to their account. By giving an estimated delivery date of four weeks, the merchant can beat Amazon’s two-week payment cycle and disappear before buyers start complaining and Amazon closes the account.

Luckily, it’s quite easy to avoid fake sellers 7 Ways to Protect Yourself and Not Get Scammed on Black Friday 7 Ways to Protect Yourself and Not Get Scammed on Black Friday With Black Friday swiftly followed by Cyber Monday, then Christmas, you're the perfect target for scammers. Use these simple, but effective tips to protect yourself from scams and online fraud. Read More : just check the feedback score. To do so, click on the seller’s name in the upper right-hand corner of a listing page. You will see their profile page.

On the profile page, you can see the person’s lifetime feedback rating, as well as their score over the last three, six, and 12 months.

As you can see from the image below, this cheese seller seems very trustworthy. Only four percent of their reviews are negative from a total of more than 18,500.

amazon scam order never arrived

Have You Ever Had Amazon Orders Fail to Arrive?

We’ve shown you the three primary methods for resolving delivery issues for items you bought off Amazon and explained how spotting fake sellers is straightforward if you know where to look.

Have you ever had a problem with Amazon deliveries? Have you had to make an A-to-Z claim? As always, you can leave all your thoughts and input in the comments section below.

Image Credit: vladvitek/Depositphotos

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  1. Kinla
    February 8, 2018 at 4:29 am

    I ordered the item in Nov 2017 and the products didn't arrived. I filled the claim of refund, they rejected by claim saying that the tracking indicated my products had arrived. I then asked the delivery report from UPS, it indicated that the products were shipped to an address different from the one I wrote in my order. I keep on contacting the CS and many of them said they filled a claim for me and will escalate my case to the investigation team. but I have never received a response from the team and I still haven't received my money back, that's 180 dollars. now is Feb 2018 already and I keep chasing them since Dec 2017. First CS asked me to wait for 10 days, then 48 hours and 48 hours, but never had a response from them. Do you know who else I can file my complaints to?

  2. Phil N
    December 4, 2017 at 3:31 am

    Last year a backyard grill I ordered never arrived. A couple weeks ago I ordered a paper shredder that was actually Amazon Select brand and it arrived in 4 days but it was ordered with Prime 2 day shipping.

  3. Ken Mitchell
    November 29, 2017 at 5:23 am

    Curiously, one of my Amazon orders, for a pair of sweaters, is still marked on my "Orders" page as "Shipped. Sorry, your package was lost in transit. Please contact Amazon for the next steps."

    I called Amazon Customer Service (which is, in my not-so-humble opinion, the best in the world) and told them that the sweaters _had_ arrived, and that I was wearing one of them at that moment.

    I've ordered electronics that didn't work. Amazon refunded that item. I've ordered shoes that didn't fit. Amazon refunded THAT item. I ordered a back yard gazebo cover, which arrived with a bunch of mangled parts. The shipper replaced all of the parts.

    Amazon hasn't been perfect - but they've never failed to resolve whatever my problem has been. I have absolute confidence that I can order anything and be certain that either I'll be satisfied with my purchase, or I can send it back. That's why Amazon will win and brick-and-mortar retailers will fail.

  4. Victor
    November 28, 2017 at 8:06 pm

    So recently I had a toaster oven delivered and about four small items in a separate package delivered. I checked all over and nothing. So I went to track package and to my surprise there was a picture of the two packages on a porch but it wasn’t my porch. It said left in a secure location. It looked like the neighbor’s porch so I walked over and it did match but no packages. Over next 48 hours I kept knocking and ringing their bell and no answer. Finally I chatted with amazon and at first they gave me the well it shows delivered here on our tracking system. I said yeah delivered to the wrong front porch that isn’t mine, I don’t have that color house or decor on my porch. They sent me a replacement toaster oven but she said the other four items amazon didn’t sell so she could refund them. I said no that’s not acceptable I still want those four items. One was a lightning deal and the other three were Black Friday sales and all four items went up in price. She allowed me to reorder the items and they refunded me the full sale plus the difference in price now. Still never got a hold of the neighbors and I’m wondering if I should file a police report.