作为电商卖家，如果不是全部货品都是用FBA（Fullfilled By Amazon），总要面临客人的退货要求或者各种各样的问询，其中最难处理的问题之一就是INR — Tracking number shows delivered but item not received，虽然快递单号显示已经递送但是客人并没有收到包裹，造成这种情况的原因很多，可能是邮差投递的地点有变（车库门口而非mailbox），可能是家人帮忙代收，可能是邮差不小心将包裹状态勾选为已投递实际上还未投递等等等等，虽然不能否认包裹被盗的可能性，但是大部分情况下耐心等待或者稍稍查找是能够找到包裹的。这时候在亚马逊卖家论坛中广为流传的模板就能很好的派上用场了：
Always assume your buyer is being honest when they tell you their package has not arrived despite Delivery Confirmation indicating delivery:
+Hello!+
+I am sorry to hear you have not received your package. If we can not track your package down I will refund your money for this order. We request that you check some things on your end first:+
+Please verify this is your current mailing address.+
+XXX XXXXX+
+XXXXX Drive+
+XXXXX, XX X0X0X+
+Please check with other members of your household to see if anyone may have put your package aside. Many times, a lost package was simply laid aside by a family member. Sometimes your postal carrier leaves it with a neighbor. Or it may be awaiting pickup at the local Post Office and the postal carrier forgot to leave the slip, the slip was lost or was retrieved by another person in the household.
+If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.+
+Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first. Postal carriers are now equipped with GPS scanners so the Post Office should be able to locate the exact delivery location via GPS data from the scanner. Using this information, they can tell you exactly where the package was left.+
+If the package is still not located after speaking with the Post Office, further steps can be taken. This includes filing a missing package report with your Post Office who will have you sign an affidavit that the item is missing so that an investigation can be started, and filing a mail theft report with your local law enforcement if warranted based on the Postal Inspectors findings. Basically doing everything possible to find the location of the delivery as the Post Office takes mail theft very seriously.
Please let me know, and we can start the process..+
+Thank you for your patience!+
+XXXX XXXX XXX+
信件的内容到这里就结束了，这封信主要分为几个内容:
- 确认收信地址，首先要确保客户的收信地址是正确的，这是帮助客人解决问题的前提，如果客人自己输错地址，那并不是卖家的责任。
- 请客人问询自己的家庭成员，房东，小区物业，是否被代收
- 请客人联系当地邮局和送货的邮差，他们可以提供更加具体的信息，更有助于帮助找到包裹
- 如果以上步骤都没用，那么可以以包裹被偷向USPS进行申诉
虽然我们愿意相信所有人都是善意都在讲实话，但难免有些人贪图便宜想碰运气从卖家那里得到免费的产品，最后一段就是侧面警告这类骗子客人不要说谎，如果监守自盗会受到法律的制裁！
大部分情况下，这封信发了之后，客人就没有动静了，可是如果客人在尝试了所有方法只会依然没有找到包裹，你最好的选择就是退款了，虽然亚马逊明面上说只要你在亚马逊上buy shipping并且单号显示产品递送卖家免责，但是许多卖家的亲身经历表明，如果买家开了A-Z claim，输的还是可怜的卖家。。。
最后的忠告，如果一定要有所损失，宁愿退款不要重新发货，一是亚马逊不认可重新发货，二是如果这个买家刻意敲诈，重新发货只会助长他们的恶行，当然，他可以选择继续下单然后再次宣城没收到，但是亚马逊也会监控买家行为，这样的事情干多了最终会招致封号。
