Countries
Read only
We're expected to grant refunds for delivered-not-received?
I bought shipping with Amazing Buy Shipping.
Customer says the package tracking shows it was delivered, but they never received it.
I thought A-to-Z claims made Amazon responsible for refunding the customer and refunding me?
Amazon customer support says I'm supposed to trust the customer and refund them? When did that change?
I'm expected to lose money on the unit and shipping costs?
21 replies
Seller_nRFmxiQg4EGrw
Amazon customer support rarely does anything more than transcribe what the customer tells them.
Assuming that your item was shipped on time, with a scan showing that, then the customer should file A-Z, and Amazon should cover it. If they ask for a refund, just keep telling them to file the A-Z for "Item Not Received". Do not issue the refund yourself, regardless of what customer support tells you.
Seller_OvL8C4BJWiuS9
Did you have SSA and AHT active as well as buy your shipping from Amazon?
KJ_Amazon
Hello @Seller_4Hup2RqEDvEWi
Amazon Buy Shipping protections
For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z claim protections against "Package didn’t arrive" claims for orders where you manage the customer support when all of the following conditions are true:
- The buyer was reimbursed by Amazon for not receiving their package.
- The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service.
- The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
The seller may request a direct/immediate refund, but the above protection works through A-to-Z claims and apply only when the buyer is reimbursed by Amazon.
Did you have SSA and AHT active as well as buy your shipping from Amazon?
Using Automated Handling Time (AHT) and Shipping Settings Automation (SSA) are among the requirements for OTDR Metrics Protection, but not claim protection.
Seller_Sram36TnVt73c
Assuming you used USPS, when a customer first contacts you regarding an INR showing delivery you let them know that you will contact the US Postal Inspector to file an inquiry to find their package.
ThenThen go over to the USPS site and select help and click on find missing mail and Report the package missing and the recipient's address this will get them on usps's radar as well if they are a repeat scammer.
TheyThey usually email right away telling you not to bother that they found their package but if not you can then direct them to file an A to Z claim for item not received.
Seller_0nGImTFHPEYbI
its horrible. i had one signature required, signature made and money was refunded and my claim denied. robbery
Seller_Ha6JyVvDK6Ybs
If you waste 10 hours fighting AtoZ and useless seller support and filing police reports eventually you will get it covered but it is clear this platform would rather you allow fraud and just move on.
Seller_1Le3xvzF0gGyv
Just ignore what customer support says & follow amazon policy. In many cases amazon customer support gives buyer's wrong information/mis-information & just passes a message to us seller's. I would prefer them to just tell the buyer to contact the merchant. How many messages have I gotten "buyer purchased wrong item & wants a refund"? My response is "open a return & send it back".
"Customer says the package tracking shows it was delivered".
I check on USPS website which is way more accurate than amazon, if the package truly shows delivered I send the buyer a polite message stating details of delivery, ask them to check with family members to make sure nobody picked this up & forget to give it to them which happens a lot or that it is not by the mailbox out of site. IF there is an office where they live check with them, a lot of delivery drivers just leave packages at the office & don't tag doors or the tag blows off. I also see instances where in error or deliberately a carrier shows an item delivered & then delivers it the next day. I then state "if after a day or so you are still unable to locate your item please ask amazon for a refund per amazon policy" & attach instructions on how to file an AtoZ emphasizing reason is "not received". amazon should fund these per amazon policy, if they don't I contest it, same with returns, if the buyer uses a false return reason which they often do to avoid paying return shipping I file a SAFE-T. I don't get overly concerned about either since I have no control over them, I just follow amazon policy. Stand your ground.
Seller_bLpzUne3tRjkG
Amazon expects us to give our stuff away for free whenever asked. And since they always get their cut, we're paying for the privilege of giving away inventory to scammers.
Seller_nUPsNjgTUlpiS
The idiots that answered the phone when the customer calls will always tell you what you should do based on customer demands and poor agent training. It is up to you to tell them to take a hike.
Similar Discussions
