Assistance needed for lost A-to-Z claim despite using Buy Shipping from Amazon.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
Thank you.
Assistance needed for lost A-to-Z claim despite using Buy Shipping from Amazon.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
Thank you.
0 replies
Seller_4zBzdtgCyS9EI
The only thing that matters, is the scan that shows the shipper has physical control of the package. NOT the scan sheet scan 'Carrier picked up package), but an actual scan like "package arrived at carrier facility/city name". Delivery doesn't matter concerning protection. This has to be BEFORE the ship-by date expires. otherwise, you want to refund if you get an INR claim.
Seller_EaCNeHhki02sl
Asking mod to look into my case please:
@Danika_Amazon
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Cooper_Amazon
@Jim_Amazon
@Dougal_Amazon
@Ricardo_Amazon
@SEAmod
Emet_Amazon
Hello @Seller_EaCNeHhki02sl,
Thank you for posting your concerns with an A-to-Z claim.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
I have reached out to our community managers to review and follow up on your situation, I do appreciate you already providing your case as this will make it a bit easier for them to check up on the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Josh_Amazon
Hello @Seller_EaCNeHhki02sl,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with this order in which the customer filed the A to Z claim, and it was granted, also impacting your ODR, despite of you having used Buy Shipping services from Amazon.
Thank you so much for providing all the information and the case ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Seller_EaCNeHhki02sl
We received a positive update today! An email informed us that, upon further review, the A-to-Z Guarantee claim was reversed. Our account has been credited, and the order defect rate will be updated within 48 hours to reflect this change.
Assistance needed for lost A-to-Z claim despite using Buy Shipping from Amazon.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
Thank you.
Assistance needed for lost A-to-Z claim despite using Buy Shipping from Amazon.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
Thank you.
Assistance needed for lost A-to-Z claim despite using Buy Shipping from Amazon.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
Thank you.
0 replies
0 replies
Seller_4zBzdtgCyS9EI
The only thing that matters, is the scan that shows the shipper has physical control of the package. NOT the scan sheet scan 'Carrier picked up package), but an actual scan like "package arrived at carrier facility/city name". Delivery doesn't matter concerning protection. This has to be BEFORE the ship-by date expires. otherwise, you want to refund if you get an INR claim.
Seller_EaCNeHhki02sl
Asking mod to look into my case please:
@Danika_Amazon
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Cooper_Amazon
@Jim_Amazon
@Dougal_Amazon
@Ricardo_Amazon
@SEAmod
Emet_Amazon
Hello @Seller_EaCNeHhki02sl,
Thank you for posting your concerns with an A-to-Z claim.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
I have reached out to our community managers to review and follow up on your situation, I do appreciate you already providing your case as this will make it a bit easier for them to check up on the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Josh_Amazon
Hello @Seller_EaCNeHhki02sl,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with this order in which the customer filed the A to Z claim, and it was granted, also impacting your ODR, despite of you having used Buy Shipping services from Amazon.
Thank you so much for providing all the information and the case ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Seller_EaCNeHhki02sl
We received a positive update today! An email informed us that, upon further review, the A-to-Z Guarantee claim was reversed. Our account has been credited, and the order defect rate will be updated within 48 hours to reflect this change.
Seller_4zBzdtgCyS9EI
The only thing that matters, is the scan that shows the shipper has physical control of the package. NOT the scan sheet scan 'Carrier picked up package), but an actual scan like "package arrived at carrier facility/city name". Delivery doesn't matter concerning protection. This has to be BEFORE the ship-by date expires. otherwise, you want to refund if you get an INR claim.
Seller_4zBzdtgCyS9EI
The only thing that matters, is the scan that shows the shipper has physical control of the package. NOT the scan sheet scan 'Carrier picked up package), but an actual scan like "package arrived at carrier facility/city name". Delivery doesn't matter concerning protection. This has to be BEFORE the ship-by date expires. otherwise, you want to refund if you get an INR claim.
Seller_EaCNeHhki02sl
Asking mod to look into my case please:
@Danika_Amazon
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Cooper_Amazon
@Jim_Amazon
@Dougal_Amazon
@Ricardo_Amazon
@SEAmod
Seller_EaCNeHhki02sl
Asking mod to look into my case please:
@Danika_Amazon
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Cooper_Amazon
@Jim_Amazon
@Dougal_Amazon
@Ricardo_Amazon
@SEAmod
Emet_Amazon
Hello @Seller_EaCNeHhki02sl,
Thank you for posting your concerns with an A-to-Z claim.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
I have reached out to our community managers to review and follow up on your situation, I do appreciate you already providing your case as this will make it a bit easier for them to check up on the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_EaCNeHhki02sl,
Thank you for posting your concerns with an A-to-Z claim.
We purchased a shipping label through Buy Shipping from Amazon and shipped the package on time. Unfortunately, the package was incorrectly scanned as "Delivered" on the same day we shipped it (which was not our fault). However, it was later rescanned during delivery and showed that it was delivered at a later date. The customer opened an A-to-Z claim for Item Not Received (INR), and Amazon sided with the customer. They took our funds and counted the Order Defect Rate (ODR) against our store.
We tried to appeal, citing Amazon's policy regarding protection when using Buy Shipping, but we lost the appeal. We opened case ID 15591895801, but the case was transferred some time ago, and we have not received a response. We are requesting a moderator to step in and assist with this issue.
I have reached out to our community managers to review and follow up on your situation, I do appreciate you already providing your case as this will make it a bit easier for them to check up on the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Josh_Amazon
Hello @Seller_EaCNeHhki02sl,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with this order in which the customer filed the A to Z claim, and it was granted, also impacting your ODR, despite of you having used Buy Shipping services from Amazon.
Thank you so much for providing all the information and the case ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Josh_Amazon
Hello @Seller_EaCNeHhki02sl,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with this order in which the customer filed the A to Z claim, and it was granted, also impacting your ODR, despite of you having used Buy Shipping services from Amazon.
Thank you so much for providing all the information and the case ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Seller_EaCNeHhki02sl
We received a positive update today! An email informed us that, upon further review, the A-to-Z Guarantee claim was reversed. Our account has been credited, and the order defect rate will be updated within 48 hours to reflect this change.
Seller_EaCNeHhki02sl
We received a positive update today! An email informed us that, upon further review, the A-to-Z Guarantee claim was reversed. Our account has been credited, and the order defect rate will be updated within 48 hours to reflect this change.
