Shipping is handled through a carrier.
Almost 30% of orders are shipped to countries other than the primary marketplace country. On German Amazon, for example, customers from Austria, Denmark, and other countries shop as well. However, it is up to you to decide which countries you allow shipping to. This decision is related to the choice of carrier, how frequently you will ship orders, the delivery time to the customer, and the shipping cost.
Problems that may occur with a package on its way from you to the customer
⚠️ Ideally, the package is delivered to the customer on time and undamaged. However, it can happen that the package is delayed, lost, delivered damaged, or not delivered at all.
Always include the tracking number for the package in Amazon. ➡️ This allows the customer to track the movement of their order.
In case of issues, the tracking number is also crucial for communication with Amazon (see A-to-Z claims).
⚠️ Customers often report problems with deliveries using DPD. PPL tracking numbers are not recognized by Amazon—it's better to use another carrier or a DHL tracking number.
Package Not Delivered (Still in Transit)
Apologize to the customer.
Expedite the delivery with the carrier (usually we request this from you).
Verify the address with the customer in case of issues with the address.
If the package is held at a parcel shop, send the customer the address.
If the customer no longer wants the goods, ask them not to accept the package (you will refund the money after the goods are returned to the warehouse).
Package Lost
Apologize to the customer.
Ask the customer if they want a new shipment or a refund.
Send a new package (and provide the tracking number to the customer) or issue a refund and claim compensation from the carrier.
Package Delivered Damaged (Goods Inside Are Damaged)
Ask the customer if they filed a damage report with the carrier.
Always request photos of the damaged goods and the package from the customer.
If a damage report was filed, you can make a claim with the carrier.
You can offer the customer a replacement item, a reasonable discount on the purchase price, or a refund for the damaged goods.
If the customer returns the damaged goods, they are entitled to reimbursement for the shipping costs.
Package Delivered to the Wrong Person
Ask the customer to check with neighbors, colleagues, receptionists, etc., to see if they have the package.
At the same time, request proof of delivery from the carrier (ideally with the recipient's signature).
Send the proof of delivery to the customer and ask if they truly do not know who might have the package.
If the customer does not know, ask them to provide a sworn statement (including their full address, package number, date, and signature), which you then send to the carrier.
The carrier initiates a claim based on the sworn statement and the invoice for the goods.
Offer the customer a replacement item or a refund.
What We Will Need From You Before Launching Your Products on Amazon
The countries to which you will be shipping the goods (e.g., Austria, ...).
The shipping cost (the price may vary for German and Austrian customers).
The estimated delivery time for the shipment (e.g., 3-5 days, depending on your carrier).
Information on whom to contact regarding customer support, returns, and product inquiries.