A customer message saying their order never arrived is stressful — especially when the tracking says it was delivered. Here's exactly how to handle it, for both FBA and FBM orders, without damaging your account health.

It's going to happen. At some point you'll get a message from a buyer saying their order never showed up, or the tracking says delivered but they have nothing. How you respond — and how quickly — matters a lot more than most sellers realize. A mishandled non-delivery situation can lead to an A-to-Z claim, a negative feedback hit, and a ding to your account health metrics. A well-handled one can result in a relieved customer and a protected account.

The process is different depending on whether the order was FBA or FBM, so we'll cover both.

First: Respond Fast

Amazon's 24-hour response requirement applies to all buyer messages, including non-delivery claims. Don't let a message sit while you figure out what to do. Even if your first response is just acknowledging that you received their message and are looking into it, respond within that window. A non-response is worse than an imperfect response when it comes to your metrics.

For FBA Orders: Amazon Handles It

If the undelivered order was fulfilled by Amazon, the good news is that you are largely not responsible for resolving it. Amazon's customer service handles delivery issues for FBA orders as part of the FBA service you pay for.

When a buyer messages you about an undelivered FBA order, respond promptly and direct them to Amazon customer service. You can say something like: "I'm sorry your order hasn't arrived — since this order was fulfilled by Amazon directly, their customer service team will be able to look into the delivery status and make this right for you. You can reach them through your Orders page in your Amazon account." Be warm, be quick, and let Amazon handle the resolution.

Amazon will typically issue a replacement or a refund to the customer. In most cases this doesn't come directly out of your seller balance — it's part of Amazon's A-to-Z Guarantee coverage for FBA orders. The exception is if Amazon determines the issue was caused by something within your control, such as inaccurate product information.

What to watch: if you're seeing a pattern of FBA non-delivery claims on a particular product, it's worth checking whether the item is being packaged in a way that makes it easy to lose in transit — small items, minimal outer packaging, or something that might be getting misdelivered. It can also be worth checking whether your listings are accurate, since a listing mismatch can generate a different type of claim that looks similar on the surface.

For FBM Orders: You Need to Resolve It

For orders you shipped yourself, the resolution process is yours to manage. Here's how to approach it:

Step 1: Check the tracking. Pull up the tracking number for the order and look at the carrier's tracking page — not just the status Amazon shows, but the full tracking history on the carrier's site. Is it actually showing as delivered? To what address? On what date? Sometimes tracking shows delivered to a different address or to a neighbor, or the delivery happened but was to a porch or garage that the buyer hasn't checked. Share the specific tracking information with the buyer.

Step 2: Ask the buyer to check common spots. Politely ask the buyer to check their porch, mailbox, garage, with neighbors, and with their building management if applicable. A significant number of "not delivered" contacts resolve at this step — the package was there and the buyer hadn't found it yet. Give them a day or two to look before escalating.

Step 3: Contact the carrier if it's still unresolved. If the tracking shows delivered but the buyer genuinely cannot find it, file a missing package inquiry with the shipping carrier. USPS, UPS, and FedEx all have processes for investigating delivery disputes. Get a case number from the carrier and share it with the buyer — it shows you're actively working to resolve it and gives you documentation if the situation escalates.

Step 4: Decide on a resolution for the buyer. At this point you have two options: issue a refund or send a replacement. Amazon's expectation is that sellers make buyers whole on delivery failures, and if you don't resolve it voluntarily the buyer can open an A-to-Z claim — which is worse for your account than proactively issuing a refund. If the carrier investigation confirms the package was lost or misdelivered, refund or replace without hesitation. If tracking clearly shows delivery and the buyer is claiming otherwise with no other evidence, use your judgment — but erring toward the customer is usually the right call for your account health.

What to avoid: Don't argue with the buyer, don't accuse them of lying, and don't let the conversation go silent while you figure out what to do. Amazon is watching response times and resolution rates. Protect your metrics by being proactive, transparent, and solution-focused throughout.

Protecting Yourself From Non-Delivery Claims Over Time

Some non-delivery claims are genuine shipping failures. Some are fraudulent. Most are somewhere in the middle — honest confusion or packages that went to the wrong spot. You can't prevent all of them, but you can reduce them and protect yourself better:

• Always ship with tracking. Every FBM order should have a tracking number added to the order before you mark it shipped.
• Use signature confirmation for higher-value orders. It costs a little more but gives you proof of delivery that's harder to dispute.
• Ship on time. Orders that arrive when expected generate far fewer inquiries than orders that arrive late and trigger buyer anxiety about where their package is.
• Set accurate shipping timelines in your listings and ship settings. Buyers who know their item takes five business days to ship aren't going to panic after three days the way they would if they expected two-day shipping.

Ready to Run Your Amazon Business With Confidence?

Handling customer issues well is part of what keeps your account healthy and your business growing on Amazon. Inside The Growth Thread, the Amazon content covers account health management, customer service best practices, and the full range of operational topics that affect your long-term success on this platform.

Enrollment isn't always open, but you can get on the waitlist and be first to know when doors open:

Join the Waitlist at TheGrowthThread.com

Not ready for that yet? Read the guide on what to do if you're charged the monthly seller fee on Amazon Handmade — how to catch it, why it happens, and how to get it resolved.