Advice needed: FBA shipment tracking showing delivered.. client says package not received

Hi everyone..

Looking for some help here..

I use FBA for my logistics and sell through my website. Lately, more and more customers are reporting that their package hasn’t arrived, when the tracking shows delivered.

I contact support but they are obviously useless.

Of course the first thought is, oh these must be people trying to get a freebie or refund..

Well, some of these are returning clients that have ordered the product multiple times, and some have even ordered again right away and said we will solve it together later, they just want the product and dont want to wait.

Is there an recourse with Amazon? This has happened 5 times in the last 10 days.. always with Amazons own carriers who we all know are outsourced with no training, interview process, etc..

Can the customer contact Amazon directly? Or am I, as the store owner, liable for Amazons poor choice of drivers?