So now even if you use amazon shipping services and it shows delivered you can lose a to z claim.
we shipped product on time and customer said they did not receive. It shows delivered and they open a to z claim and we lost claim. we file appeal and we lose again. makes a lot of sense
So now even if you use amazon shipping services and it shows delivered you can lose a to z claim.
we shipped product on time and customer said they did not receive. It shows delivered and they open a to z claim and we lost claim. we file appeal and we lose again. makes a lot of sense
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Seller_OvL8C4BJWiuS9
Was the product scanned by the carrier on time?
Seller_Sram36TnVt73c
it won't help with the A to Z claim, but if you used USPS, I would file a missing package inquiry...we know it was delivered but this will let the PO know there is a scammer address in their domain...and my experience is that they do pay attaention to these because it makes them look bad...sometimes they have interesting feedback about certain residences ("tell her to check her Ring Doorbell video for that day.")...
Seller_J46Ruz3VzvWCV
This has been discussed many times in the forums. I would suggest that you either:
- Didn’t really explain well enough why Amazon should cover it and some “Newbie Support” person doesn’t know about the Buy Shipping coverage
OR
- You have to many claims already and Amazon has decided that maybe you are to blame. (just a guess)
Here’s my basic template to appeal,
I am appealing this A-z claim because it shows that I am funding it. Instead it should be Amazon funded.
Buyer Complaint: “INR”
Amazon’s policy states that if I meet certain requirements that Amazon will fund, not I, for “INR” A-z claims when using Amazon Buy Shipping Services.
AMAZON POLICY PAGE
Use Buy Shipping services: https://sellercentral.amazon.com/gp/helP/help.html?itemID=G200202220
AMAZON STATEMENT
“A-to-z Guarantee claims: If you 1) purchase Amazon’s Buy Shipping and 2) ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.”
HISTORY:
- Purchased on Monday, November, XX, 2021.
- Marked as shipped on Amazon on Monday, November, XX, 2021.
- First Scan on Monday, November, XX, 2021.
I purchased Amazon Buy Shipping.
I Shipped and it was Scanned in time.
I am covered according to the policy.
You have incorrectly funded this from my account. Since I followed the policy, please mark the claim as Amazon funded, refund my account and remove the ODR Defect.
Seller_153zO5dxxE6Xt
Yep, that has been my experience recently. Amazon is not about supporting 3rd party sellers only about taking our money any which way the can.
Seller_xlf3vF516IRli
Did you respond to the BUYER INQUIRY part of this claim within 24 or 48 hours? Not Business Hours, regular every day hours, meaning if they messaged you on Friday night at 10pm and you didn't respond til Monday Morning, you responded late... which will automatically grant a claim in their favor and no appeal will help.
They HAVE to send a message to you and it's supposed to be a response within 48 hours, but we've seen LOTS of claims granted if you don't respond within 24 hours, and Amazon is unclear of the actual time, because it's supposed to be 48 hours.
If you've answered yes to this, and the shipped and scanned in on time part and you used buy shipping, then tag some mods and open a case and post the case id. It's the only way to get help.
Seller_IFRrkIcoHoGF8
Welcome to amazon. Where they do whatever they want, even go against their own policies & we just have to deal with it. They don't protect 3rd Party sellers even though we help amazon make OVER HALF of all their revenue
Seller_N1gTSljSnOAA4
Same here, twice. Haven't received an AtoZ in over a year, and 2 in the last month despite using Amazon Shipping Services and shipped on time.
Seller_Qvkq0XIyYVeNa
Here's my experience, my case, and how I got it resolved in my favor in less than 12 hours:
https://sellercentral.amazon.com/seller-forums/discussions/t/0c2a2c53-e56c-4263-9549-340f853e70ce?postId=e4691fd9-6073-4770-8820-d6c68f4be26a
I hope this helps you in some way.
Seller_R2dP7Hunjcdj0
You should NOT.
Amazon recently made it very clear that ONLY the physical scan by the carrier counts, and it MUST occur before the close of the "Ship-By" window.
So, it pays to stand in line and get those packages scanned.
Now you know.
Seller_yYmMTCwJZOpvV
What i was told by a rep you must have it physically scanned before the window closes on the day its due and must be delivered by the time frame on amazon window it should arrive. "if its late and they claim not arrived your screwed even though you did everything right"
The rep also told me signature outside of using amazon shipping program will not protect you with buyers claiming not delivered but shows it and shows them signing it. He said this is recently new since we have a contract with fedex and is way cheaper then fedex so we did this for years. Then a buyer claimed he wasnt the one that signed it some random person he doesn't know. We lost the claim we appealed stating we used signature and still lost.
so sort answer no you are not really ever protected there are plenty of loop holes to scam sellers and to think can protect yourself 100 percent you are wrong. Your a sinking ship try and patch yourself up as much as possible and hope the sharks dont get you.
