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Seller_hK1fAtQ2EMr2D

I thought A to Z claims were coverd by Amazon Buy Shipping?

We have an order that we sent on time and picked up by the carrier on time, using Amazon Buy Shipping. It seems the package was lost by USPS. We received a claim, and we were held responsible. Appealed and was denied, because the package was lost. How is this our fault? We are supposed to be covered by Amazon's own policy. We did our part as sellers and shipped on time.

Case 16010733361 order 111-9263289-0910641.

Can we get some help on this?

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購入者の満足度の管理
タグ:Amazonマーケットプレイス保証申請
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Seller_hK1fAtQ2EMr2D

I thought A to Z claims were coverd by Amazon Buy Shipping?

We have an order that we sent on time and picked up by the carrier on time, using Amazon Buy Shipping. It seems the package was lost by USPS. We received a claim, and we were held responsible. Appealed and was denied, because the package was lost. How is this our fault? We are supposed to be covered by Amazon's own policy. We did our part as sellers and shipped on time.

Case 16010733361 order 111-9263289-0910641.

Can we get some help on this?

購入者の満足度の管理
タグ:Amazonマーケットプレイス保証申請
00
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Seller_nRFmxiQg4EGrw
Seller_hK1fAtQ2EMr2D様の投稿への返信

You mention that it was picked up by the carrier on time; but does it show an actual scan that is prior to the end of the "Ship By" date?

Note that the spurious message generated when you print the label of "Carrier has picked up package", or the now sometimes-seen "Package left the shipper facility" do not count; you need a real scan such as "Package arrived at a carrier facility." (hopefully with a location attached).

If you have such a scan, you should be covered.

@KJ_Amazon

10
user profile
Roberto_Amazon
Seller_hK1fAtQ2EMr2D様の投稿への返信

Hello! @Seller_hK1fAtQ2EMr2D

Thank you for bringing this matter into our attention.

I wanted to follow up on your post regarding the A-Z claim. Looking into the details of the claim, the claim is faulted against since you failed to respond to the buyer's messages within 48 hours as outlined in our policy: Amazon’s A-to-z Guarantee claims.

The last tracking signals for this order are from Aug 19th, there were no attempts to resolve this for the buyer prior to their claim submission. Additional attempts to appeal are complex due to those reasons, do you have additional information you can provide to help us appeal this?

Regards,

Roberto

00
このディスカッションをフォローして、新しいアクティビティの通知を受け取りましょう
user profile
Seller_hK1fAtQ2EMr2D

I thought A to Z claims were coverd by Amazon Buy Shipping?

We have an order that we sent on time and picked up by the carrier on time, using Amazon Buy Shipping. It seems the package was lost by USPS. We received a claim, and we were held responsible. Appealed and was denied, because the package was lost. How is this our fault? We are supposed to be covered by Amazon's own policy. We did our part as sellers and shipped on time.

Case 16010733361 order 111-9263289-0910641.

Can we get some help on this?

29件の閲覧
5件の返信
購入者の満足度の管理
タグ:Amazonマーケットプレイス保証申請
00
返信
user profile
Seller_hK1fAtQ2EMr2D

I thought A to Z claims were coverd by Amazon Buy Shipping?

We have an order that we sent on time and picked up by the carrier on time, using Amazon Buy Shipping. It seems the package was lost by USPS. We received a claim, and we were held responsible. Appealed and was denied, because the package was lost. How is this our fault? We are supposed to be covered by Amazon's own policy. We did our part as sellers and shipped on time.

Case 16010733361 order 111-9263289-0910641.

Can we get some help on this?

購入者の満足度の管理
タグ:Amazonマーケットプレイス保証申請
00
29件の閲覧
5件の返信
返信
user profile

I thought A to Z claims were coverd by Amazon Buy Shipping?

投稿者：Seller_hK1fAtQ2EMr2D

We have an order that we sent on time and picked up by the carrier on time, using Amazon Buy Shipping. It seems the package was lost by USPS. We received a claim, and we were held responsible. Appealed and was denied, because the package was lost. How is this our fault? We are supposed to be covered by Amazon's own policy. We did our part as sellers and shipped on time.

Case 16010733361 order 111-9263289-0910641.

Can we get some help on this?

購入者の満足度の管理
タグ:Amazonマーケットプレイス保証申請
00
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5件の返信
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Seller_nRFmxiQg4EGrw
Seller_hK1fAtQ2EMr2D様の投稿への返信

You mention that it was picked up by the carrier on time; but does it show an actual scan that is prior to the end of the "Ship By" date?

Note that the spurious message generated when you print the label of "Carrier has picked up package", or the now sometimes-seen "Package left the shipper facility" do not count; you need a real scan such as "Package arrived at a carrier facility." (hopefully with a location attached).

If you have such a scan, you should be covered.

@KJ_Amazon

10
user profile
Roberto_Amazon
Seller_hK1fAtQ2EMr2D様の投稿への返信

Hello! @Seller_hK1fAtQ2EMr2D

Thank you for bringing this matter into our attention.

I wanted to follow up on your post regarding the A-Z claim. Looking into the details of the claim, the claim is faulted against since you failed to respond to the buyer's messages within 48 hours as outlined in our policy: Amazon’s A-to-z Guarantee claims.

The last tracking signals for this order are from Aug 19th, there were no attempts to resolve this for the buyer prior to their claim submission. Additional attempts to appeal are complex due to those reasons, do you have additional information you can provide to help us appeal this?

Regards,

Roberto

00
このディスカッションをフォローして、新しいアクティビティの通知を受け取りましょう
user profile
Seller_nRFmxiQg4EGrw
Seller_hK1fAtQ2EMr2D様の投稿への返信

You mention that it was picked up by the carrier on time; but does it show an actual scan that is prior to the end of the "Ship By" date?

Note that the spurious message generated when you print the label of "Carrier has picked up package", or the now sometimes-seen "Package left the shipper facility" do not count; you need a real scan such as "Package arrived at a carrier facility." (hopefully with a location attached).

If you have such a scan, you should be covered.

@KJ_Amazon

10
user profile
Seller_nRFmxiQg4EGrw
Seller_hK1fAtQ2EMr2D様の投稿への返信

You mention that it was picked up by the carrier on time; but does it show an actual scan that is prior to the end of the "Ship By" date?

Note that the spurious message generated when you print the label of "Carrier has picked up package", or the now sometimes-seen "Package left the shipper facility" do not count; you need a real scan such as "Package arrived at a carrier facility." (hopefully with a location attached).

If you have such a scan, you should be covered.

@KJ_Amazon

10
返信
user profile
Roberto_Amazon
Seller_hK1fAtQ2EMr2D様の投稿への返信

Hello! @Seller_hK1fAtQ2EMr2D

Thank you for bringing this matter into our attention.

I wanted to follow up on your post regarding the A-Z claim. Looking into the details of the claim, the claim is faulted against since you failed to respond to the buyer's messages within 48 hours as outlined in our policy: Amazon’s A-to-z Guarantee claims.

The last tracking signals for this order are from Aug 19th, there were no attempts to resolve this for the buyer prior to their claim submission. Additional attempts to appeal are complex due to those reasons, do you have additional information you can provide to help us appeal this?

Regards,

Roberto

00
user profile
Roberto_Amazon
Seller_hK1fAtQ2EMr2D様の投稿への返信

Hello! @Seller_hK1fAtQ2EMr2D

Thank you for bringing this matter into our attention.

I wanted to follow up on your post regarding the A-Z claim. Looking into the details of the claim, the claim is faulted against since you failed to respond to the buyer's messages within 48 hours as outlined in our policy: Amazon’s A-to-z Guarantee claims.

The last tracking signals for this order are from Aug 19th, there were no attempts to resolve this for the buyer prior to their claim submission. Additional attempts to appeal are complex due to those reasons, do you have additional information you can provide to help us appeal this?

Regards,

Roberto

00
返信
このディスカッションをフォローして、新しいアクティビティの通知を受け取りましょう