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Help with A to Z claim Appeal Denied
Hi
Perhaps I looking for help from a moderator in regards to an A to Z claimed denied with some robotic (incorrect reason) as there is 2nd appeal available on original denial.
I had an order 112-4871363-3053854 originally shipped with veeqo and signature required on Nov 7th.
On Nov 19th I was informed by customer that he never received package.
So we agreed to have me reship a new one asap. Which was done again using veeqo and ups with signature required.
Then on Nov 30th I received an A to Z claim with reason "Contact the seller was promised a new package since original never arrived I still have not received package"
So I appealed the Claim and provided all info including
- link to 2nd tracking UPS #, Proof of Delivery and of course label was created via veeqo which also comes with proof of delivery,
The new one(2nd item) arrives the same day that customer places A to Z claim.
So you think no problem Amazon will reverse claim as I provided all information required to do so.
Wrong I get reply from Support that my claim denied and listo the reason
Thank you for taking the time to provide us with more information regarding your claim on order 112-4871363-3053854. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than November 20, 2024. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.
Really we agreed upon reshipping on Nov 19th and the reason was that it wasn't delivered by Nov. 20th
It's quite clear that whom ever made decision did not read the whole claim as of courser original did arrive by the Nov 20th but Customer and I agreed to reship a new one out on Nov 19th.
Any Help in resolving this matter would gladly appreciated.
DS
3 replies
Seller_RClwXXLQjUdPk
Was the original shipped using Amazon Buy Shipping? If so, you would be protected from non delivery.
Did you ship a replacement at Amazon's direction (you received a replacement order)? If not, you are simply out of luck. Amazon does not accept tracking for a replacement order that you shipped on your own. There are plenty of posts in the forums detailing this problem with other sellers. All have the same outcome. The best you can hope for is that the buyer sends back one of the items to you.
Joey_Amazon
Hello @Seller_nMjRCV1GeCsB3,
Thank you for posting here at the forums! I totally understand your frustration with this situation.
Based on the details you have shared, please allow me to connect with our internal team and discuss your case once again. I will post here any new findings.
Thanks,
Joey
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