Lost INR A-Z Claim because "not shipped on-time", although I did ship on-time and used Buy-Shipping
I was hoping to get some input on why I lost this A-Z claim, since I did ship on time and used Buy-Shipping, and the claim costs me over $5000 and dinged my ODR.
11/14/2023 Package shipped and shows several scans in UPS' network confirming package received by carrier 11/14/2023.
12/11/2023 Buyer claimed item-not-received although package shows signed for. I advised buyer to check with office staff, etc, since the address is commercial and also appears to be a freight forwarder.
12/19/2023 Buyer filed A-Z claim.
1/11/2024 after being under review for 3 weeks, Amazon grants claim to customer, debits my account with ODR hit, because "the order was not shipped on time".
However, the Ship-by Date was 11/14/2023 and the tracking history on Amazon and UPS clearly shows the carrier received it on-time (5 scans by UPS on 11/14/2023).
In my original representation to Amazon I clearly indicated that the order was shipped with Buy-Shipping AND shipped on-time by the 11/14/2023 ship-by date, so I do not understand how Amazon would come to this conclusion of being shipped 'late' since this is obviously incorrect and also made sure I pointed this out in my original response:
My claim response from 12/19/2023:
=================================================================
- Package was shipped using Amazon's Buy Shipping Services.
- Package was shipped on-time:
- Ship-by: November 14, 2023.
- Actual Ship date: November 14, 2023.
- Tracking Number: UPS 1Z REDACTED
- Signature Required.
- Package was shipped to and delivered to the exact address as provided by the buyer:
REDACTED
MEDLEY, FL 33178-3453 US
wwwupscom/track?track=yes&trackNums=REDACTED
- Delivered On Friday, November 17 at 2:32 P.M. at Dock. Delivered To MEDLEY, FL US. Signature Required. Signed for by PEREZ
- Package was shipped using Amazon's Buy Shipping Services.
POLICY: “ A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and 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. “
https://sellercentral.amazon.com/gp/help/help.html?itemID=200202220&language=en-US&ref=mpbc_200472530_cont_200202220
Since the package was shipped using Amazon’s buy shipping Services, and this claim is about “a customer reports a problem with the delivery”, this claim should be covered by Amazon and it should not affect the Order Defect Rate – as outlined by the policy as linked above.
Please follow the Amazon policy and close the claim as outlined in the policy.
Thank you and have a great day.
===========================================
======================
Please see screenshots to confirm all of the above.
I plan to appeal this right away since this "not shipped on time' denial reason is clearly incorrect, but since I already pointed out that I DID ship on time in my initial representation, I am extremely worried that they'll just continue to insist I did not ship on time, although the screenshots clearly proof I did ship on time.
Am I missing something? Thanks for any input!
Lost INR A-Z Claim because "not shipped on-time", although I did ship on-time and used Buy-Shipping
I was hoping to get some input on why I lost this A-Z claim, since I did ship on time and used Buy-Shipping, and the claim costs me over $5000 and dinged my ODR.
11/14/2023 Package shipped and shows several scans in UPS' network confirming package received by carrier 11/14/2023.
12/11/2023 Buyer claimed item-not-received although package shows signed for. I advised buyer to check with office staff, etc, since the address is commercial and also appears to be a freight forwarder.
12/19/2023 Buyer filed A-Z claim.
1/11/2024 after being under review for 3 weeks, Amazon grants claim to customer, debits my account with ODR hit, because "the order was not shipped on time".
However, the Ship-by Date was 11/14/2023 and the tracking history on Amazon and UPS clearly shows the carrier received it on-time (5 scans by UPS on 11/14/2023).
In my original representation to Amazon I clearly indicated that the order was shipped with Buy-Shipping AND shipped on-time by the 11/14/2023 ship-by date, so I do not understand how Amazon would come to this conclusion of being shipped 'late' since this is obviously incorrect and also made sure I pointed this out in my original response:
My claim response from 12/19/2023:
=================================================================
- Package was shipped using Amazon's Buy Shipping Services.
- Package was shipped on-time:
- Ship-by: November 14, 2023.
- Actual Ship date: November 14, 2023.
- Tracking Number: UPS 1Z REDACTED
- Signature Required.
- Package was shipped to and delivered to the exact address as provided by the buyer:
REDACTED
MEDLEY, FL 33178-3453 US
wwwupscom/track?track=yes&trackNums=REDACTED
- Delivered On Friday, November 17 at 2:32 P.M. at Dock. Delivered To MEDLEY, FL US. Signature Required. Signed for by PEREZ
- Package was shipped using Amazon's Buy Shipping Services.
POLICY: “ A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and 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. “
https://sellercentral.amazon.com/gp/help/help.html?itemID=200202220&language=en-US&ref=mpbc_200472530_cont_200202220
Since the package was shipped using Amazon’s buy shipping Services, and this claim is about “a customer reports a problem with the delivery”, this claim should be covered by Amazon and it should not affect the Order Defect Rate – as outlined by the policy as linked above.
Please follow the Amazon policy and close the claim as outlined in the policy.
Thank you and have a great day.
===========================================
======================
Please see screenshots to confirm all of the above.
I plan to appeal this right away since this "not shipped on time' denial reason is clearly incorrect, but since I already pointed out that I DID ship on time in my initial representation, I am extremely worried that they'll just continue to insist I did not ship on time, although the screenshots clearly proof I did ship on time.
Am I missing something? Thanks for any input!
0 resposta
Seller_DdmPiA1p1S2Wu
Yeah, that clearly shows that it was shipped on time and Amazon Buy Shipping was used. Quite an expensive order, so I definitely wouldn't let it go. Hopefully your appeal will get them to reverse their incorrect decision that it was not shipped on time. I've only had this happen once, and in my case they did correct their error and changed it to Amazon funded with no ODR hit.
Seller_4zBzdtgCyS9EI
You said the package was scanned in as in possession by the post office within the ship by window. Is that a "Package arrived at a carrier facility." scan?
Seller_tuJV5bsxplB41
Thanks to everyone for your input. I submitted the appeal and will let you know how it goes.
Charly_Amazon
Hello Machine's post,
Thank you for the participation on this forum and thank you all the sellers who have also provided a very valuable input.
I am glad you executed the right to appeal for the circumstances you indicate in your post.
Let us know if there is anything we can help on our end.
Charly_Amazon
