Doing a UPS claim and I need an invoice (FBM) - how do i get it?
A customer's return shipment got lost by UPS, and amazon said I should go ahead and refund the customer and proceed with doing the claim I started with UPS.
On the order pages I only see an option for packing slip and not an invoice, amazon customer service has said I should provide the order invoice to UPS as well, but just not sure where I am supposed to obtain it since its not on the order page for me to download or anything.
Also, do I have to provide a refund for a return when I didn't receive the return because it was lost during shipment? or can amazon take that loss and pay the customer since they handle all the shipping labels? Do the return shipments have maximum insurance with UPS to cover large dollar amounts?
Would appreciate some quick answers.
Doing a UPS claim and I need an invoice (FBM) - how do i get it?
A customer's return shipment got lost by UPS, and amazon said I should go ahead and refund the customer and proceed with doing the claim I started with UPS.
On the order pages I only see an option for packing slip and not an invoice, amazon customer service has said I should provide the order invoice to UPS as well, but just not sure where I am supposed to obtain it since its not on the order page for me to download or anything.
Also, do I have to provide a refund for a return when I didn't receive the return because it was lost during shipment? or can amazon take that loss and pay the customer since they handle all the shipping labels? Do the return shipments have maximum insurance with UPS to cover large dollar amounts?
Would appreciate some quick answers.
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Seller_OvL8C4BJWiuS9
First, you will not see/get an invoice from Amazon on a buyer order.
Second, did you use Amazon's buy shipping? If so, you cannot file a claim, because Amazon used their account to purchase the shipping label with UPS.
Third, if you know it is lost, then yes, you have to refund the buyer (pretty sure Amazon doesn't cover lost packages) before you get an A-Z claim on your account, which the buyer will win.
Fourth, returns are not insured (to my knowledge).
Seller_nxvyRDZCFduAS
Buy-Shipping UPS claims need to be initiated by phone.
Here are Amazon's instructions for filing a claim:
Here are the better instructions:
- Amazon/UPS Direct Contact: 1-800-711-5914 - (They will instruct you to call the claims number)
- UPS Claims Number: 888-611-3856 ext. 98 - (Tell them you're an Amazon seller and need to file a claim)
- Note: Requesting the claim documents by email will expedite the process.
- UPS Claims email: CLAIMSSTATUS (@) UPS.COM
- UPS Claims Fax: 888-458-7703
Sometimes the UPS rep may say that only Amazon can file a claim; they are incorrect. Ask to speak to someone else, or just be aggressive, they will get it done.
Good luck!
