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?
21 replies
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.
Seller_41YKljs3sPEsS
My metrics were affected in this case.
Seller_aV1Bh32hE0KND
"My metrics were affected in this case."
You can appeal, but before you do, what reason did Amazon give for refunding the customer? Check your email; there would be additional info. Please post it.
In order to advise on what to say, I want to make sure you are coming against the reason given for the refund/ODR hit with policy.
Also, did the customer reach out to you at all through Buyer-Seller Messaging? Was there any contact?
Does the first tracking scan on the UPS website prove that you shipped on time?
Lastly, are you by any chance using Customer Service by Amazon (CSBA) - check under your Manage Your Services to see if you are Registered?
Seller_41YKljs3sPEsS
This is the message I received from Amazon:
We have granted an A-to-z Guarantee claim of $1,176.95. We have debited the amount from your account and have counted the claim against your Order Defect Rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the customer claimed an issue with delivery and the tracking information you provided was either insufficient or the order was not actually received by the customer.
Now just so you read, this was actually delivered and signed for on 4/3. But then it got returned to UPS a week later to be sent back to sender, the buyer could have opened the package and took it out if he wanted to.
Yes tracking shows item scanned and shipped on time. I am not registered for Customer service by Amazon. The buyer did reach out to me, his first message stated that the item was delivered but he never got it and he thinks it was stolen. I looked up his address and it was a 7-eleven gas station address. My first message I told the buyer to ask all the employees there to see if one of them picked it up. He still couldn't located it so I provided him Amazon customer service phone number so they can help him open a claim ( I was thinking it would be like any other INR claim I dealt with and would be covered). The customer had the case opened and specified that tracking shows delivered but he never got the item.
Seller_aV1Bh32hE0KND
Thank you for the full account of what happened and for addressing all the questions; this is not a $40 item either; the amount is significant. There are a lot of elements to this. I assist on a forum sellersask sellers (you can look us up if you want) with some very experienced sellers, and I'm going to ask them to weigh in on this.
I'm sure we can assist in an appeal to at least get the ODR removed, but wondering if anything else can be done. If the appeal fails, we can also get a Community Manager involved, so hang tight.
"this was actually delivered and signed for on 4/3."
Last question; did you send a copy of the signature confirmation to the customer through Buyer-Seller messaging? If not, can you get a copy of it from UPS so we can have it ready?
Seller_41YKljs3sPEsS
Only the UPS Account holder can see signature, I could just see the name of the person that signed for the package, which I told the buyer and he said he would go ask around. But the problem now is that since the buyer brought the item back to UPS to have it shipped to sender, now it doesn't show who signed for it, just shows returned to HEBRON, KY, US. The tracking number is UPS 1Z24390W4276666751
Seller_aV1Bh32hE0KND
You should always download the signature confirmation so you have it for your records.
If there is ever any type of issue with a shipment like this, the signature confirmation must be sent through Buyer-Seller messaging as an attached; that is where the Rep will look for any evidence or additional info. You did use Buy-shipping, so it is reasonable for a seller to think that they would be covered, and the signature was just an extra precaution.
If you can get hold of it, it's possible that Amazon will reverse the claim even though it was returned (to who knows where). If Amazon covers the cost, that's great, but I imagine if they re-charge the customer, they may file a chargeback claim.
Amazon has changed its Account policy with UPS allowing sellers to contact them and file claims etc..
Can you reach out to UPS and see if they can email you a copy of the original signature confirm? They should have a record/copy of it. You may need to call a few times or ask to talk to a supervisor. IMO it's definitely worth trying.
If you can't get the signature, then you should be able to appeal to the fact that you used Amazon Buy-Shipping and you shipped on time and state policy. I have a template you can use.
On a side note: There is something definitely fishy going on with this order/customer.
As you stated, there is this large gap between Delivered and Return to Sender, so how on earth was this "stolen;" dId the thief decide to return it?.. 🤦
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Seller_41YKljs3sPEsS
So I appealed the decision, I explained the situation and pointed out that it was delivered 3rd and returned on 12th to wrong address. But the appeal was denied, the service rep stated that the tracking shows the item was delivered back to sender and because I did not refund the customer it will count on my ODR. I will try to give UPS a call and see if they can provide the evidence of delivery on the 3rd.
Jameson_Amazon
Hi @Seller_41YKljs3sPEsS,
Oh no, sorry to hear about this! I see in the replies that you are currently contacting UPS, in the meantime, can you please send me your Seller Support Case IDs for this? I'd be happy to look into this case further and see how I can best help.
Thanks!
Jameson
Seller_41YKljs3sPEsS
Thank you for your help, the case ID is 12682546441
Seller_41YKljs3sPEsS
I have called ups and they have sent me confirmation of package delivery below
[Moderator Edit: removed personal information]
Seller_41YKljs3sPEsS
I got response from Amazon today "Although we understand your position, we stand by our decision." At the very least you would think they would remove the claim from my metrics. I have seen sellers on here with same problems their odr never impacted. I opened a new case
