A to Z Claim granted even though we provided POD
We had a claim last week: "Package didn't arrive". it was Automatically Granted. We sent an appeal with all the tracking website, signature and POD.
Today, we received an email from the Amazon claim team that they will uphold their original decision.
This is really ridiculous.
How is the information we provided not sufficient when it's carriers POD, Signature?
case ID： 15259621091
A to Z Claim granted even though we provided POD
We had a claim last week: "Package didn't arrive". it was Automatically Granted. We sent an appeal with all the tracking website, signature and POD.
Today, we received an email from the Amazon claim team that they will uphold their original decision.
This is really ridiculous.
How is the information we provided not sufficient when it's carriers POD, Signature?
case ID： 15259621091
0 resposta
Seller_4zBzdtgCyS9EI
If you did not use Amazon Buy Shipping you are on the hook for late and INR disputes and will rarely win an appeal, even with signature confirmation. If a buyer contacted you and claims they did not receive their item, consider yourself billed.
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
If you followed all rules and you’re A-Z appeal was denied, post it to the forum, including all the above information.
Seller_TD8kClMwLYBMd
I'm having similar issues. Shipped with Amazon buy shipping and lost in transit but Amazon isn't covering the claim. It's just getting out of hand how Amazon is stealing from us.
Seller_DD9D1Opju5GNs
Just to be sure, as the A2Z funded by Amazon or the seller. A signature at delivery should win as long as it was delivered inside the delivery window.
Brief and to the point communication is best. Amazon needs to see the signature. You may have to send it as an attachment to a message to the buyer so that Amazon can see it.
Seller_PJolGMuvpOeOv
I've literally proved fraud on an A to Z claim where they put an old unit in the new model box and returned it. $400 vacuum and they sided with the customer with picture proof.
Seller_xlf3vF516IRli
make sure you include all relevant tracking and pod in a message to the customer. Otherwise above advise is spot on.
My last 2 inr messages i included all the relevant tracking, screenshots from usps showing delivery location (my po printed them for me), etc. Both were covered when following nuts' template for the customers. I didnt even need to appeal. Which is unusual, but proves that if you keep it simple and provide all the info for the claims team upfront they dont have to do much to rule in your favor and satisfy the customer.
Seller_aEzr9PjpfpuxN
If you have signature confirmation even if you used a third part shipper Amazon should side with you. I'm going to tag the MODS and see if they can asst by reopening the case and escalating it
@Cade_Amazon
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Seller_SJRMV3s4mNrFA
Contact the Postmaster for a fraud investigation into the customer.
Oh, and Amazon is not going to like that because it isn't "delighting the customer" when felony charges are filed.
Seller_9EdlrqgJyv25K
My tip is to request the adult signature service when Amazon recommends the customer's signature service. We have never lost an AtoZ case or chargeback because a customer claimed the package had not been delivered. The service of adult signatures are helpful in these situations.
Quincy_Amazon
Hello @Seller_kE57j9GOhAtwb
Thank you for posting your inquiry to the Forums and for providing that case ID number. I am looking into it and will respond with any findings.
Regards,
Quincy_Amazon
