Tracking (Amazon)

Ben je als handelaar verplicht om tracking aan te bieden op je zendingen? Dat zou nieuw voor mij zijn. En als je levert vanuit het buitenland? Ik ben nergens dwingende voorwaarden van Amazon tegengekomen, en dat terwijl klanten van mij honderden, zoniet duizenden orders vanuit NL via verschillende Amazon-marktplaatsen hebben verstuurd.

Inleiding

Eindelijk een bruikbaar antwoord van Amazon.es tav. INR-issues [1]:

What if a buyer says they didn't receive their order?
If a buyer says that they didn't receive an order, you and your customer service policy 
ultimately determine how you will handle it. All sellers are expected to demonstrate a high 
level of customer service. We encourage you to work with the buyer to reach a mutually 
agreeable solution.

Below are some ways you can handle this situation. Regardless of which option you choose, the 
buyer might still post negative feedback for the transaction.

For details about your orders, see Manage your orders.

Refund the buyer
The most customer-friendly solution is to issue a refund for a product that was not received. 
If the original order arrives after you've made a refund, Amazon can recharge the customer 
(with their authorization). For information about full and partial refunds, see Refund Orders.

To learn about how returns and refunds are handled for Fulfillment by Amazon (FBA) orders, 
see Customer returns for orders fulfilled by Amazon.

Ask the buyer to wait a bit longer for the order to arrive
See Contact a buyer to learn how to initiate communication. If you choose this option, be aware 
that the buyer might file an A-to-z Guarantee claim.

Buyers can file a claim 3 calendar days after the maximum estimated delivery date or 30 days 
after the order date, whichever is earlier. They have 90 days from the maximum estimated 
delivery date or date of service to file a claim. However, Amazon reserves the right to accept
claims after that time frame.

For more information, see What to do if you receive an A-to-z Guarantee claim.

Ship or drop-ship a replacement order at your cost
If you choose this option, issue a refund, and then ask the buyer to reorder the product. 
Although this might cause a financial loss to your business, it’s good customer service. If
the original order arrives, you can arrange a return with the buyer.

Contact your shipping carrier
If an order is lost in transit or shipped to the wrong address, sometimes you can get help from 
your shipping carrier. If you purchased package tracking or insurance, the carrier might be 
able to help find the package or file an insurance claim. If you did not get tracking 
information, your carrier might have other options available to help find the package.

Tip: We encourage you to use tracking when you ship packages. Tracking can significantly reduce 
the costs associated with a lost shipment. It is also your best protection for A-to-z Guarantee 
claims.

Amazon.ca

Duidelijk:

> If you want to ship without tracking you need to lower your price so the total 
including shipping is $10 or under. An item selling for $15 is over the price 
limit for tracking exemptions, meaning your valid tracking rate has also got to 
be lower than allowed.

THIS IS NOT TRUE FOR CANADA

You are on a Canadian Forum.

For Amazon.ca we are NOT obligated to have tracking or to obtain a tracking exemption.

Amazon.com

Geldt dit voor Amazon.com? In dat geval in ieder geval niet vanuit Nederland: Een klant van mij heeft honderden zoniet duizenden verzendingen verzorgd zonder tracking. Het betreft brievenbuspost met lage orderkosten.

If you want to ship without tracking you need to lower your price so the total 
including shipping is $10 or under. An item selling for $15 is over the price 
limit for tracking exemptions, meaning your valid tracking rate has also got 
to be lower than allowed.

Tracking-kosten

• Envelop in NL (brievenbus, 20gr), Post-NL: € 0,80
• Envelop naar het buitenland (brievenbuspost, 20gt), Post-NL: € 1,40
• Alleen-tracking naar het buitenland met Post-NL, bestaat niet. Alleen aangetekend. Dat kost naar VS/Canada kost dat € 16,95, plus een bezoek aan het postkantoor plus invoeren gegevens
• Mogelijk dat UPS of DHL andere mogelijkheden bieden (NL of buitenland), maar dat zal waarschijnlijk niet veel gunstiger zijn dan met Post-NL
• Met DHL naar de VS kost € 41. Da's aangetekend.

Kortom: Aanbieden van tracking vanuit NL, is gekkenwerk.

Premium shipping options

Om Premium shipping options te mogen aanbieden op Amazon.com, moet je een goede geschiedenis hebben opgebouwd tav. een aantal indicatores, waaronder tracking.

Zie ook

• INR-issues (Amazon)

Bronnen

• https://sellercentral.amazon.com/forums/thread.jspa?threadID=329772&tstart=0 - Thread: Is it acceptable to ship a package without tracking?
• https://www.amazon.com/gp/help/customer/display.html/ref=hp_bc_anchor?ie=UTF8&nodeId=1161232
• https://www.amazon.com/gp/help/customer/display.html?nodeId=200420570 - Shipping and Packaging