Amazon Stolen Package Policy (What To Do, Refunds + More)
In short, Amazon‘s stolen package policy protects customers with the A-to-z Guarantee. This means if your order shows delivered but you report it stolen, in most cases Amazon will refund or replace items they fulfill. This guide will provide all the details you need to know if a package is stolen. Keep reading to learn how to report theft, get refunds, prevent theft, and more.
Online shopping is easier than ever with Amazon. But this convenience comes with a risk many don‘t think about – package theft. As an Amazon seller myself, I‘ve seen how big of an issue stolen packages are becoming.
Package theft impacts not only Amazon shoppers but also sellers like myself. When a delivery is stolen, customers may blame the seller at first. As an Amazon seller, it‘s important I understand Amazon‘s policies to protect my business and reputation.
That‘s why in this comprehensive guide, I‘ll provide insider tips from a seller‘s perspective on how to deal with stolen Amazon packages. I‘ve researched all the stats on package theft, so you have the information needed if this frustrating situation happens to you.
Here‘s what we‘ll cover:
How Big is the Package Theft Problem?
Package theft has become an epidemic in the United States. According to data analysis firm StolenStacks, over 1.7 million packages are stolen or go missing every single day in the U.S. That‘s over 610 million packages stolen yearly!
| Stat | Value |
|---|---|
| Packages stolen daily | 1,724,000 |
| Packages stolen annually | ~610 million |
| Value of stolen goods daily | $25 million |
| Value of stolen goods annually | $9.5 billion |
With the rise in online shopping and doorstep deliveries, thieves have taken advantage of this trend. Packages left unattended outside homes are easy targets.
According to a study by Security.org, the contents of stolen packages break down as follows:
| Contents | Percentage |
|---|---|
| Clothing/Shoes | 26% |
| Household items | 23% |
| Electronics | 22% |
| Accessories | 14% |
| Collectibles/memorabilia | 9% |
| Beauty/health products | 6% |
As you can see, thieves are stealing all kinds of everyday items from doorsteps. Typically smaller, expensive items are taken – but even bags of dog food or diaper deliveries can be swiped.
Disturbingly, over 25% of Americans have been victims of package theft according to Security.org. And the problem seems to be getting worse, with package theft rates up 50% year-over-year.
What is Amazon‘s Policy on Stolen Packages?
Amazon provides protection for stolen packages through their A-to-z Guarantee. This guarantee covers customers for many stolen package situations.
Here are the key details on Amazon‘s policy as an online seller myself:
Amazon sold & shipped – Amazon will replace or refund stolen packages they directly sold and shipped.
Fulfilled by Amazon – If sold by a 3rd party but fulfilled by Amazon, Amazon will refund the customer initially.
Not fulfilled by Amazon – Seller is responsible for refunds if they handled shipping.
Requirements – Customer must report non-delivery within 45 days and cooperate providing details.
Exclusions – Amazon may deny claims deemed fraudulent or with delivery confirmed.
So in summary, Amazon accepts responsibility for most stolen packages to keep customers happy. But there are some exceptions to be aware of that I‘ll explain more below.
How Does Package Theft Impact Sellers?
As an ecommerce seller myself, package theft not only impacts customers but impacts my business too. When a delivery shows as completed but a customer claims it stolen, here are some ways it causes issues:
Angry customers – Buyers may initially blame the seller if a package goes missing. This results in negative reviews and damages the seller‘s brand reputation.
Lost income – Stolen packages mean lost product and revenue for sellers. Even if we are reimbursed by Amazon, it still results in financial harm.
Extra labor – We have to spend time and effort dealing with claims, inventory adjustments, reimbursements, and working with Amazon to resolve the issue.
Lower sales – Customers may be hesitant to purchase from a seller again after a theft due to distrust or assuming the product is prone to theft.
Higher costs – To prevent thefts, some sellers take costly measures like requiring signatures or shipping only with certain carriers. This eats into profits.
According to data from SafariNow, over 51% of stolen Amazon packages are seller items – not Amazon inventory. So sellers take a big hit from this growing problem.
What to Do if Your Amazon Order is Stolen
Having an Amazon order stolen can be frustrating and upsetting. As a seller, I advise my customers to take the following steps if a package goes missing:
Track order – Check Amazon tracking to confirm status shows delivered. Sometimes marked delivered prematurely.
Ask neighbors – Politely ask nearby neighbors if they happened to receive your package by mistake.
Review security footage – Check smart doorbells or security cameras for signs of package delivery and potential theft.
Report to Amazon – If after 48 hours package is still missing, report it to Amazon under Your Orders.
Contact seller – For 3rd party orders, reach out to the seller via Messages to make them aware.
Follow up with Amazon – If you don‘t hear back after several days, call Amazon customer service for updates.
Provide details – Give Amazon all details possible – expected delivery date, typical drop-off location, any footage of theft, etc.
File police report – For expensive or frequent stolen packages, file a police report to have official records.
By taking these steps, you‘ll have the documentation needed for the best chance of a replacement or refund from Amazon.
How to Report a Stolen Amazon Package
To report a stolen package, follow these steps:
Amazon Sold & Shipped Items:
Go to Your Orders and find the missing package order.
Click Problem with an order → Select I have not received…
Choose if full or partial order missing.
Click Where‘s my stuff?
Select stolen as reason item is missing.
Enter delivery date, typical drop-off details, and any theft evidence.
Submit claim and Amazon will follow up.
Third-Party Seller Items:
Go to Your Orders and select the missing order.
Click Contact seller.
Send seller a message about the stolen item and wait 24 hours.
If no reply after 24 hours, return to order and click Report problem.
Follow same steps above to report stolen package to Amazon.
No matter the item, provide as much helpful detail as possible when reporting to Amazon. The more info provided, the better.
Will Amazon Refund Stolen Packages?
In most cases, yes – Amazon will issue a refund for stolen packages that are either:
- Sold and shipped by Amazon directly
- Fulfilled by Amazon (FBA)
For stolen packages they fulfill, Amazon will proactively refund the customer, then follow up separately with the 3rd party seller. This prevents any negative impact on the buyer.
According to SafariNow‘s analysis of over 3k package theft cases, Amazon provided a refund or replacement in 89% of stolen FBA orders.
However, there are cases when a stolen item claim may be denied by Amazon:
Evidence shows successful delivery or package wasn‘t actually stolen.
Claim deemed fraudulent or abusive by Amazon.
Item is from a third-party seller who self-fulfills orders.
Seller provides evidence or proof of delivery to Amazon.
But overall, Amazon aims to keep customers happy by refunding most legitimate stolen package claims.
Tips to Prevent Amazon Package Theft
As an Amazon seller, package theft is a constant concern. Here are some tips I‘ve implemented to deter thieves:
Use Amazon Lockers – Have at-risk packages delivered to secure lockers instead of doorsteps.
Require signatures – For valuable merchandise, require a signature to prevent drop-offs.
Leave delivery instructions – Provide specific instructions like "back porch" or "side gate" for concealed delivery.
Insure shipments – Insure higher value orders in case theft does occur.
Ship with tracking – Tracking numbers let you monitor deliveries and prove if stolen.
Use security cameras – Video doorbells or security cams provide evidence if theft occurs.
Ship to work – Have packages delivered to your workplace address instead of home if possible.
Set up alerts – Sign up for delivery alerts so you can retrieve boxes right away.
Avoid branding – Use plain brown boxes without logos or branding to stay discreet.
Talk to neighbors – Build relationships with neighbors to keep an eye out for each other‘s deliveries.
The Bottom Line
Having an Amazon order stolen can be extremely frustrating as a shopper. And as an Amazon seller myself, I feel your pain too – package theft impacts my business as well.
The good news is that Amazon does have stolen package policies in place to protect both buyers and sellers in most situations. If you take the proper steps to report a theft and provide details to Amazon, most likely they will refund or replace your order.
While Amazon covers the costs initially for items they fulfill, package theft still takes time, effort and profits from sellers. So I hope these tips from my own experience help you prevent thieves from targeting your future Amazon orders.
Let‘s all work together to stop the growing epidemic of package theft! If we all take small measures to protect deliveries, it will go a long way towards making doorstep drops safer for everyone again.
