Lost an A-Z Claim (not received) with Amazon Buy Shipping, please help review and clarify
Order number = 112-3990417-8686608
The shipping label was purchased from Amazon. The package's first scan met the ship-by date.
The tracking number shows that the buyer refused the package upon delivery. Then, the shipment showed "Processing" and never came back to us. Two months later, the buyer filed an A-Z claim for "not received." The tracking still shows "the shipment is being processed."
Amazon has sided with the buyer and debited the amount from our account.
We believe this claim should be protected, and we should be reimbursed for this refund. @mods, please help review. Thank you.
Lost an A-Z Claim (not received) with Amazon Buy Shipping, please help review and clarify
Order number = 112-3990417-8686608
The shipping label was purchased from Amazon. The package's first scan met the ship-by date.
The tracking number shows that the buyer refused the package upon delivery. Then, the shipment showed "Processing" and never came back to us. Two months later, the buyer filed an A-Z claim for "not received." The tracking still shows "the shipment is being processed."
Amazon has sided with the buyer and debited the amount from our account.
We believe this claim should be protected, and we should be reimbursed for this refund. @mods, please help review. Thank you.
34件の返信
Seller_4zBzdtgCyS9EI
That does not matter. The first accepted scan shows the actual package received at a carrier's location. No scan sheet scans.
was it late?
You are always on the hook for carrier mistakes....
Seller_9EdlrqgJyv25K
The first scan meeting the ship-by date, yes it does matter, as Amazon's policy states that the package must be scanned by the carrier by the ship-by date, but not necessarily delivered to the customer by then. According to Amazon’s guidelines on handling time and on-time shipping performance: Handling Time Requirement: Sellers must ship orders within the stated handling time, and the package must receive its first carrier scan within this timeframe. Valid Tracking Rate: A package is considered "shipped on time" if the carrier provides a first scan on or before the ship-by date. If the first carrier scan occurs after the ship-by date, then the order is considered late under Amazon’s policy, which could result in an A-to-Z claim being approved for the customer. Amazon requires that packages receive a first carrier scan on or before the ship-by date, not just be dropped off. Sorry but Amazon will deny your appeal because you cannot provide proof that the package was shipped on time.
Seller_Sram36TnVt73c
Have you contacted the shipper to find out what's going on with the package?
InIn my mind this should be reimbursed because you shipped on time and you bought shipping through Amazon... the buy shipping protection should cover this so keep on appealing until it's resolved properly.
KJ_Amazon
Hello @Seller_Qbp9D0nQghko0. Thank you for sharing those order/shipment details.
I asked our partner team to review those details and check if the shipment was claims-protected, as well as the status of the refused outbound shipment.
KJ_Amazon
Seller_nxvyRDZCFduAS
The problem you're having is that Amazon's protections cover when customers claim the package didn't arrive, but it shows DELIVERED. If the carrier lost your package, you must file a claim with the carrier.
The AtoZ should have deducted the funds from your account but not dinged you.
Seller_Ha6JyVvDK6Ybs
Seem if customers wait 25 days then claim did not receive box was empty even with Amazon shipping you loose AtoZ and it is your fault and ODR is hit. So yes if you wait 25 days and claim you received an empty box and you did not get item shipped with Amazon shipping customer gets Free and seller takes hit you are not protected when especially business 3 party drop shippers use that wording!
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Amazon many times only presents just enough to protect not to get class action for the amount of fraud they encourage.
