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We are the seller and Amazon has no recourse for sellers. The customer is always right. The customer can file an A to Z Claim if we don't reship it and say they never received it. In 99.9% of those cases, Amazon will side with the customer and it will be deducted from our payout. If it is a Prime delivery issue Amazon eats the cost.
It has changed a little now that FedEx has started its program of photographing deliveries. That at least allows us to verify it is not a delivery issue to the wrong address. We typically reship or refund, depending on the customer.s response when we ask. We do take into account a certain % for theft and, as much as I dislike it, reshipping prevents negative reviews.
This case is different in that the order was for two of the same item, shipped in two boxes, delivered on the same day hours apart and BOTH are missing. Both were photographed by FedEx. The first box is not visible in the picture for the second delivery, so it had been collected by the customer or stolen by that time. The door and house from the FedEx pic match the Google street view for the address.
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