[Translation from Japanese to Native English ] 1. In this instance, is it required that we refund the customer? 2. The cu...

Additional info

Amazon.comで買った商品の返金を求めるお客様への対応を、Amazonのサポート担当に問い合わせる内容です。

Original text

お客様から、商品を受取っていないという理由で、返金を要求されています。しかし、以下のリンク先のようにUSPS.comのトラッキング情報によると、発送した商品は、X月X日に届け先に到着しています。

http://mmmmmm

まず、私どもは、他の同居人の受取りの可能性、届け先住所の確認、配達担当郵便局への問い合わせをお客様にお願いしましたが、お客様は、商品が届いていないという答えでした。

詳しくは、私どもとお客様との間の連絡履歴をご確認ください。

Translation / English

The customer is seeking a refund because s/he has not received the item. However, according to the link below with the tracking information from USPS.com, the shipment arrived on X/X.

http://mmmmmm

At first we asked the customer if it was possible the package was accepted by someone else, to check the shipping address s/he had used, and to make an inquiry with the post office in charge of delivery but the customer replied that the item hasn't arrived.

Please check the contact history we have had with this customer for details.

Translation / English

We understand that you've requested a refund due to the claim that you have not received the product you ordered. However, according to USPS.com's tracking data at the following link, your product should have arrived at XXXXX XXth.

[insert link]

We asked if anyone living with you has received the package, if we have sent the package to the right address, or if you have asked your local post office about the whereabouts of your package, but your response is that the package has not yet arrived.

For more details, please check the messages that have been exchanged between us.

Original text

１．この場合、お客様に返金する必要はありますか？

２．お客さまのユーザー名と、届け先の氏名が異なること、お客様に、Amazonに確認することを知らせると、その後、私どもに返金を急がせるなど、不自然な状況があります。このお客様のアカウントにこれまで不審な点はありませんでしょうか？

私どもは、お客様の不利益を全く望んではいませんが、この件について適切な対応を行いたいと考えております、アドバイスをお願します。

Translation / English

1. In this instance, is it required that we refund the customer?

2. The customer's user name and the full name for the addressee are different and when we notified the customer to check with Amazon we were then urged to give a refund, which seems suspicious to us. Has there ever been anything suspicious that has occurred with this customer's account?

We are seeking your advice as we would like to handle this matter in the appropriate way and completely do not wish to be unfavorable toward this customer.

Translation / English

1. In this case is it necessary to return the money to the customer?

2. The customers' User ID and the name in the delivery address are different, when we advised the customer to undergo Amazon verification they requested immediate return of the money from us, which is very unusual for us. Are there any other questionable points raised on this users' account?

Our company does not wish to prejudice the customer in any way, however we would like the matter handled in the appropriate manner and we seek your advice for this.