Seller Responsibilities

Sellers are responsible for all products until they are successfully delivered to the customer.

To help prevent shipping-related issues, sellers must:

• Package orders securely to minimize damage during transit.
• Include both the shipping and return address on every package.
• Maintain shipment and delivery records for all orders.
• Investigate customer claims of non-receipt with the carrier.
• Provide evidence of successful delivery when requested.
   

Managing Non-Receipt Claims

When a customer reports that an order was not received, sellers are expected to:

1. Review shipment and tracking information.
2. Verify delivery to the address provided on the order.
3. Provide proof of delivery to the customer when available.
4. Open a carrier investigation if delivery cannot be confirmed.
5. Work with the customer in good faith to resolve the issue.

Proof of Delivery Requirements

Proof of delivery should include:

• Complete tracking history
• Full delivery address (street address required)
• Signature confirmation, when available
• Carrier-provided delivery photos, when available
• Carrier investigation findings or case results
   

If a carrier shipment is not trackable:

Provide the customer with a full refund or arrange for a reshipment. The seller must first confirm with the customer whether they prefer a replacement before proceeding with the reshipment. The reshipment must be traceable, accompanied by an appropriate tracking number.
 

Shipped with a traceable tracking number:

If tracking indicates the order has not been updated or appears to be lost in transit past the expected delivery date, it is recommended to issue a full refund or offer a replacement shipment to the customer. The seller should confirm with the customer whether they would prefer a replacement before proceeding with reshipping.

If tracking indicates that the order was successfully delivered, the store may still provide a full refund or offer a replacement shipment to the customer. The seller must verify with the customer whether they prefer a replacement before proceeding with reshipment.
 

Documentation Best Practices

Sellers should retain shipping documentation for all orders, including:

• Tracking information
• Delivery confirmations
• Carrier communications
• Investigation results

Maintaining complete records helps sellers respond quickly to customer inquiries and support delivery-related disputes when necessary.
 

Program Policy References

Key Takeaway

Sellers are responsible for ensuring successful delivery and maintaining sufficient documentation to verify delivery. Complete shipment records, prompt investigation, and proactive customer communication are essential for resolving non-receipt claims and meeting Program Policy requirements.