FBM Order lost in transit – what next?

Alright, the scenario, Customer sends us a message saying order wasn’t received. Looks like USPS hasn’t had any updates in a week, what do you do?

Typically we’ve been refunding the customer directly and filing a missing package report with USPS but recently we see that Amazons A-Z says the cover refunds for missing packages when we ship using their “Buy Shipping” which we do.

Unfortunately they don’t clearly tell you how to lead a customer to file an A-Z claim, and we’ve had multiple instances where they direct the customer back to us to handle it.

Do we tell the customer to contact Amazon directly? Or do we click refund from our side and then can we file that somewhere with Amazon to be reimbursed?

Thank you,