Sooner or later the message arrives: "my parcel was stolen" or "the shipment never came, even though it is marked as delivered". For sellers these cases are delicate, caught between genuinely helping the customer and protecting yourself from fraud. How you react depends heavily on the fulfilment model. This article explains who is liable and how to handle it with composure.

First the crucial distinction: FBA or FBM

Who is responsible for a lost or stolen parcel depends largely on the fulfilment model:

  • Under FBA responsibility for shipping problems generally sits with Amazon. Amazon handles the customer service, decides on refunds and carries the cost, so you as the seller are largely covered. That is one of the underrated advantages of FBA.
  • Under FBM the responsibility is yours. You have to deal with the customer, the carrier and, where it comes to that, an A-to-z Guarantee claim.

That distinction determines almost everything else.

The FBM case: react calmly and with the customer in mind

When a customer reports a lost or stolen parcel under FBM, be factual and friendly:

  1. Check the tracking: what does the status say? If it says delivered, to which address and when?
  2. Work it through with the customer: ask them to check with neighbours and at the drop-off point and, where possible, with the carrier. The parcel often turns up.
  3. Take it up with the carrier: on a genuine loss, open an investigation. Insurance may cover the damage.
  4. Offer a fair solution: a replacement or a refund, depending on the situation. Fast, fair solutions prevent negative reviews and A-to-z claims.

Understanding the A-to-z Guarantee

When a buyer is unhappy they can file an A-to-z Guarantee claim, and Amazon then examines the case. Complete documentation, traceable tracking, ideally with proof of delivery, and friendly, solution-focused communication is your best protection. Sellers who can show they acted correctly and helpfully stand considerably better in such proceedings.

Protecting yourself from fraud, without alienating honest customers

Unfortunately there are also buyers who claim a loss in order to get goods for free. Protection comes above all from good documentation: trackable shipping, and for higher-value goods shipping with a signature or insurance. The craft is in the balance, because the vast majority of customers are honest, and a suspicious, unfriendly approach costs more (through reviews and metrics) than the fraud it prevents. Treat the individual case fairly and protect yourself through process, not through blanket suspicion.

Prevention

You can reduce delivery problems: choose reliable carriers, use trackable shipping as standard, require proof of delivery on valuable goods, and calculate shipping costs so that insurance is included. Anyone running mainly FBM and fighting delivery problems often should also check whether FBA is the better and less exposed choice for certain products.

In short

With "stolen" or lost parcels, the fulfilment model decides: under FBA responsibility usually sits with Amazon, under FBM it sits with you. In the FBM case the best route is calm, documented, customer-focused handling: check the tracking, search together, offer a fair solution, backed by trackable shipping. Protect yourself from fraud through solid process, not through distrust of everybody. That way you solve these cases without damaging your metrics or your reputation.