Buyer claims he never received package A to Z granted
Hello, I have a wierd case here where the customer purchased item from me, we purchased label through Amazon with signature confirmation. The package tracking shows that the item was delivered on 4/3. But then a week after on 4/10 it shows Returning to Sender Incomplete address information may delay delivery. We are attempting to update this information. The package will be returned to the sender. Then on 4/12 the package shows Returned. Returned to sender HEBRON, KY. The problem is that we are located in California and our return address is in California but the package was returned somewhere in Hebron, KY and my guess is that UPS shipped it to Amazon facility through their account instead of shipping it to the return address and this was a FBM order. I have lost the A-to-Z claim, who is suppose to be responsible for this case? I thought sellers are covered during shipping issues when using Amazon shipping services?
Buyer claims he never received package A to Z granted
Hello, I have a wierd case here where the customer purchased item from me, we purchased label through Amazon with signature confirmation. The package tracking shows that the item was delivered on 4/3. But then a week after on 4/10 it shows Returning to Sender Incomplete address information may delay delivery. We are attempting to update this information. The package will be returned to the sender. Then on 4/12 the package shows Returned. Returned to sender HEBRON, KY. The problem is that we are located in California and our return address is in California but the package was returned somewhere in Hebron, KY and my guess is that UPS shipped it to Amazon facility through their account instead of shipping it to the return address and this was a FBM order. I have lost the A-to-Z claim, who is suppose to be responsible for this case? I thought sellers are covered during shipping issues when using Amazon shipping services?
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Seller_aV1Bh32hE0KND
"I thought sellers are covered during shipping issues when using Amazon shipping services?"
Amazon does not cover the cost when it is 'Returned to Sender.' The customer will win an A-z claim, but your metrics won't or at least shouldn't get hit.
This just happened recently to another seller, and I would agree with you; it sounds like it may have been returned to an Amazon facility.
Amazon used to return these misdirected packages to the seller, but I don't think they do it anymore (automatically).
You can try opening a case to get the package back; it's a long shot. They need to forward your case to the Hebron, KY, warehouse Team (hopefully, there is only one warehouse there).
Provide all the relevant info, and I would use bullet points so it is very clear.
- Order ID #
- Description of the package
- Carrier and Tracking info
- Outgoing Address
- The Sender's address
Then ask them to return the FMB package back to you and include your address again.
I would also put in a claim with UPS.
Here is a post with some helpful info and instructions → How to file UPS claim after using Buy Shipping.
You can also view Amazon's help page → File a claim with UPS.
Maybe some other forum member can offer some additional/alternative suggestions.
