[Translation from Japanese to English ] The buyer cancelled the order. So we replied saying: Currently, we are ch...

Original text

買い手は、商品のキャンセルをしてきました。

そこで、
現在、日本の郵便局からイギリスへ配送状況の確認を行っているので
配送状況の確認出来るまでの間、少しお待ち下さい。
確認が終わり次第、誠意を持ってご対応させて頂きます。
と返事してお願いしておりますが、

「XX」

と、言われて困っております。
配送の調査は1ヶ月ほどかかる　とも言われており、
商品も行方不明のままです。

この場合、AmazonUKとしてはどの様に対処したらいいと思われますか。
見解をお聞かせ頂けますか。

宜しくお願い致します。

Translation / English

The buyer cancelled the order.

So we replied saying:
Currently, we are checking the delivery status from Japan Post to UK.
Please wait a little while until we can confirm the delivery status.
We will deal to the matter as soon as we can confirm it.

However, the buyer replied : "XX"
So we need assistance.
Japan Post says it may take about one month to investigate the case
and the item has been missing.

In this case, what would you recommend to deal with the issue?
Could you please provide your view on the case?

Thank you in advance for your assistance.

3_yumie7- almost 10 years ago
訂正：すみません。「誠意をもって」が抜けていました。
We will deal to the matter in good faith as soon as we can confirm it.

Translation / English

The buyer cancelled the product.
With that, we are currently confirming the delivery status from the Japan post office to the UK so please kindly wait for a little longer until we are able to confirm the delivery status.
Although we have made a request to tell the buyer that "We will provide our sincerest support once we have made the confirmation.", but we are troubled as we were told that :

[XX]

We were told that the investigation of the delivery took about a month and the product's whereabouts are also unknown.

So in this case, how should Amazon UK proceed?
Can you let us know your opinion?

Thank you.