Delivered but not received

[Shassar]

Hi guys, I normally ship things to FBA but because they were not accepting shipments for a while I am sending them out myself. I have one issue with a buyer they said they did not receive the item even though it is marked as delivered. I know amazon covers the cost of these types of cases because I bought the shipping through Amazon I just don't know how I am supposed to do it to ensure she receives her refund but it doesn't get deducted from my account. I asked her to open a claim so I can refund her but she responded she doesn't want a refund she wants me to reship it. Can anyone help please? Thanks in advance!

[Sunspot144]

Tell her you can't replace and you will refund. Don't mention opening a case again.

Then mail her a cash refund.

She may still open a case, use expedited service, but doubt she will double dip. Better than whatever it is you are trying to avoid?

[MMOProHN]

Tell her you will refund ! And tell her pls reorder that items !

I would avoid the claim just work with them directly, either reship them or mail cash refund. depends on the value of the product though

[e2free]

Best option to refund, if you have proof of signature then its fine just ignor but if not then refund,
If you send item and she open claim amazon will refund no matter what
Its really bad even item showing delivered makes no difference to amazon