How do you solve this?

Personally, we have an automated follow-up sent out to the buyer 8 days after we change the status from processing to shipped. (we ship in Australia and most deliveries are within 7 days)

It includes the buyer's order number and lets them know they should have received their product by then and if not could they please let us know.

We also state in the email that if we don't hear from them we will assume that the items have been delivered and one of our review team will be in touch in a few days.

Then five days later we auto-email them a product review email where they can review us directly from the email.

These two emails serve three purposes.

Firstly the "has it arrived" email provides an opportunity to fix any shipping or damage issue.

Secondly it pre-frames that "we care" and will be "asking for a review".

Thirdly the second review email is expected and the receiver usually responds positively or if they are negative in anyway it is still positive because they always mention that we followed up and provided good service.

The buyers who respond to the first follow-up saying the goods haven't arrived then get additional attention and we get onto tracking and reassuring the customer.

Best regards,

Ozi

Depends.

If i'm selling them a $5 toothbrush I send a replacement right away.

If i'm selling them a $5m armoured car, i investigate.

Good luck with your venture.

Amazon now covers you if you use amazon's shipping service to generate the label, so check that out in your seller central dashboard.

Are you sending all items with tracking? I ship everything Priority Mail with delivery confirmation and have never had a lost package. I would be sure to send all items with tracking.

Are you selling on Amazon.com?
If so, you need to maintain a valid tracking rate above 95% or you may lose your account.

Good luck