Emails related to logistics issues are almost all self-delivered orders. Most sellers who use self-delivery choose E-mail for delivery. E-mail has a lower price, but due to the influence of customs transit, it is not as good as FBA in terms of timeliness and effective tracking rate. In addition, sometimes there will be lost packages, damage, returns, etc. Amazon’s delivery time for sellers’ self-delivered orders is as follows:
Total delivery time = preparation time + transportation time + all holidays Generally speaking, the default preparation time is 2 days. For sellers with delivery addresses in China, Amazon’s default transportation time is 14~28 days. When marking the delivery of a self-delivered order, Amazon will automatically send an email with a tracking number to the buyer for confirmation. Some buyers often ignore the delivery method prompt when placing an order. After not receiving the goods after 2~3 days, they will email to inquire about logistics problems.
Here is the customer service template that has actually been shipped and has not exceeded the delivery date:
Dear customer,
Sorry for any inconvenience caused by this delivery. It you’re your packagewas arriving at XXXXX at 17:03:41 on 2020-12-29. Please kindly wait for thedelivery. Also, you may track it through https://www.l7track.net/en, and here isyour tracking #LN123456789.Your patience will be greatly appreciated. Thank youfor your understanding.
Best regards
James
Dear customer:
We’re sorry for any inconvenience caused by this delivery. It you’re your packagewas arriving at XXXXX at 17:03:41 on 2020-12-29. Please kindly wait for thedelivery. Also, you may track it through https://www.l7track.net/en, and here isyour tracking #LN123456789.Your patience will be greatly appreciated. Thank youfor your understanding.
Best regards
James
Dear customer:
We’re sorry for the inconvenience caused to you by this delivery. It you’re your packagewas arriving at XXXXX at 17:03:41 on 2020-12-29. Please kindly wait for thedelivery. You can also check at https://www.17track.net/en, this is your logistics tracking number #LN123456789. Thank you for your patience and understanding.
With the best regards
James (English name of customer service staff, to be fixed)
In addition, for orders that have not been shipped and lost packages, it is necessary to actively communicate with the buyer after discovery to avoid more serious consequences such as bad reviews, 1-star feedback, AZ claims, etc. The operator can contact the buyer by clicking the buyer’s name on the order page, or click the “Manage Orders”, Feedback Manager, Manage Returns, Manage Amazon Marketplace Transaction Guarantee Claims or “Contact Buyer” button on the buyer-seller message page to contact the buyer.