Amazon is the biggest online retailer in the world at the moment with 798,000 employees. The online shopping giant also makes money by the billions. Almost everyone you know probably uses the company on a weekly basis but even one of the most successful eCommerce companies in the world makes mistakes.

Amazon is known for having great customer support, good deals that can help you save money, and pretty good quality products. They are even in the web services industry (Amazon Web Services) alongside being in the self-education and online learning space (Audible).

Suffice to say Amazon is an empire in its own right.

Unfortunately with everything connected to various software fueled processes, there is a lot of room for error.

You Placed An Order With Amazon But Did Not Receive The Amazon Package

I have dealt with late Amazon deliveries myself and during the COVID-19 pandemic, it was pretty common to hear about orders placed before the lockdown simply not making it to their final destination.

So, what can you do?

Take Advantage Of The Package Tracking Service

The beauty of living in the 21st Century is you do not have to simply place an order over the phone and then wait till it arrives. You get to track your Amazon package through every step of the process.

You will most likely get notifications when an order has been accepted, shipped, dispatched, or is out for delivery (unless you have opted out of notifications).

Assuming you haven’t received a notification in a while you could hop on to your Amazon account and do the following:

First, go to Accounts and Lists > Your Orders

Once you go to the orders section, you will find a list of all of your orders. Find the order in question and check the status of your order.

For each order, you will be able to see the status of the order, when it was delivered, and any other relevant information.

You can even select ‘Order Details’ to find the transaction ID of your order. 

What If My Order Has Not Been Shipped Yet?

If you have taken a look at the status of your order and it says that it has not been shipped yet, there could be a few possible reasons for this. The most probable is that the order is being delivered by a 3rd party seller.

In this case, delivery timings may be much longer than usual depending on what the 3rd party seller’s location and business size are like.

If you do not want to wait for the order to get to you, you could also possibly cancel the order if it has not been shipped yet.

Tip: Before you place an order, you can easily check how long you can expect it to take to get delivered to you.

Simply look at the pricing panel on the right-hand side of the product.

Tracking a Missing Package That Shows As Delivered

If your package is showing up as ‘Delivered’ but has not been, your first step is to check if your neighbor has taken it in. Other than that you could check your porch, and make sure you have selected the right address. 

In some cases, the delivery agent scans the package before it is actually delivered to the customer. This may result in the status of the order changing to delivered without it actually reaching the customer. 

Because of this, it would be a good idea to wait atleast 48 hours before you call Amazon.

Amazon also recommends a few extra steps you should complete within these 48 hours-

  • Make sure no one else has accepted your delivery.
  • Check your door or porch for any notice left by the delivery agent that mentions an attempted delivery.
  • Certain packages come through multiple carriers. In this case, you should check any and all places that you potentially receive mail since they may not have received specific instructions.

Reach Out To Customer Support

Now that you have waited a full 2 days and your package has still not arrived, you need to reach out to customer support. You can do this by following these steps-

Go to the customer support page once you have logged into your Amazon account.

You should see something similar to the above webpage. Once you are there, you can schedule a call with customer support. You should get a call from Amazon shortly after.

You can also choose to call Amazon directly using this number- 1 (877) 586-3230 (only suitable for people who are using a U.S Amazon account).

According to Business Insider, you can also email Amazon’s customer support at one of these two emails-

The great thing about sending your complaint over email is that you will have proof of the conversation between you and Amazon which is always a good thing.

If you do decide to go the email route, try to stay as polite as possible, do not use any chat acronyms, and always mention your tracking ID or order ID in every email.

Other Ways You Can Get Help:

In some cases, customer support can be an endless cycle of having the same conversation over and over again or even worse not getting the help you need. In these cases, here are a few more options-

Reach out to Amazon on social media

Reaching out to a company on social media forces them to reply in a lot of cases because they do not want to appear rude and they would like to maintain the relationship they have with their customers.

In reference to Amazon, this is rarely needed because their customer support is known to be pretty dependable. If you do feel the need to reach out to them via social media, here is how you can do it.

  • Twitter- Contact Amazon on Twitter at the handle @amazon help

  • Lastly, you can contact them on Instagram @amazon 

I would suggest contacting them through their Twitter support page because that is a designated account related to answering support questions.

Reach Out To The 3rd Party Seller

If you have ordered items from a third party seller who is responsible for delivering the product, it would be a good idea to reach out to the seller directly.

You can do this by going to the seller’s page on Amazon. It should look something like this-

As you can see, there is the ‘Ask a question’ option that will allow you to ask a question via the Amazon platform. In some cases, you can even contact them via phone if they have provided a customer service phone number.

To find the seller page in question, you will need to go to your order page, and scroll down to the order you need help for. You should see the seller information close by-

Things You Can Do It Prevent This Happening Again In The Future:

Not receiving your order on time can be a frustrating experience. To prevent this from happening again in the future, you could keep a few things in mind-

Order Products That Are Sold By Amazon

Since Amazon features items that are sold by them as well as some of their third party sellers, it would be wise to stick to the products that come directly from the Amazon warehouse.

You can easily check if they do by looking at the pricing panel near the product you want to buy. It should say ‘ships from and sold by Amazon’.

This means your product will likely take less time to get to you and you will also be able to contact Amazon with any queries. 

Always Order Items That Are ‘fulfilled By Amazon’

If you want to buy a product from a third-party seller, try buying one that is ‘fulfilled by Amazon’. This means that even though the item is coming from a third-party seller, it will still be sent to you from an Amazon Center. 

This means your product will be easier to track and all returns will be handled by Amazon as well.

Amazon’s A-To-Z Guarantee Protection

If you do call for an item from a third party seller and the product is not fulfilled by Amazon, the company does still protect you to some extent.

According to the Amazon A-to-z Guarantee of protection, you could be eligible to receive a refund from Amazon if one of the following situations apply to you-

  • You have not received the package 3 days after the estimated delivery date.
  • The tracking page shows a delivered product but you have not received anything.
  • You want to return the order because you have received a product that does not accurately resemble the pictures or description the seller put up.
  • You have already returned the order and the seller has not issued your refund.

Note: To be eligible for this refund, Amazon requires that you contact the seller first and wait for a response for atleast 48 hours.

Conclusion

Using an online store allows you to get what you need as quickly as possible and as easily as possible. Unfortunately, there can be a few downsides to shopping online. The key is knowing how to deal with them.

When it comes to Amazon, in specific, there are numerous ways Amazon protects your rights as a customer and it is simply down to knowing what you should do when. Hopefully, this article has given you a way to either track your order, get the help you need, or get the refund you deserve.

 

About the Author: Burkhard Berger is the founder of awesomex™. You can follow him on his path from 0 to 100,000 monthly visitors on www.awesomex.com. His articles include some of the best growth hacking strategies and digital scaling tactics that he has learned from his own successes and failures.