I received an A-to-z Claim even though the label was Claims Protected
I purchased a label through Seller Central, and it stated 'OTDR Protected' on the label.
Order details:
Deliver by: Fri, Aug 2, 2024 PDT to Wed, Aug 7, 2024 PDT.
The tracking number shows that the order was delivered on August 7. The customer claimed that they did not receive their order, and when they initiated an A-to-z Claim, Amazon satisfied the complaint, deducted the money from Seller Central, and counted this claim against my account metrics. The appeal did not help. What is the point of OTDR Protected then?
13 replies
Seller_kNAboD6kRgVt7
Do you also have AHT and SSA turned on? The protection only applies if so. (You have to hover your mouse over that badge to see this fact.)
Also, there have been many sellers report taking a hit with the protection, making one wonder if the protection does not begin until the stated start date of Sept. 25.
Seller_iKDvjr9hWfML4
In addition to what booknut7 said, check to see if the first scan (carrier tracking shows receipt of that specific item) was before the ship-by date. If it was not, none of the protections will apply. Since this is an INR, the delivery date doesn't seem to matter.
Seller_nBUcRErQhJ4JW
You have to appeal this and make sure to say in the appeal that you used Amazons label and its ODR and Claims protected.
The challenge is the team reading the claims is clueless with Amazon policies, which appears to be the case with other things as well.
Seller_Tbny0fDxQrHxH
Was it scanned by the carrier before or on the ship-by date? If not, that is probably the problem.
Seller_4HsL3GZbyDLea
There is no point to anything Amazon is having us do. We jump through their hoops and they still stab us in the back.
Seller_2azHBWt7FzGTG
@Seller_0CGGzVmO1C0mhA-Z claim coverage is hinged solely on the first postal scan. The first scan date MUST be on or before the ship by date cited on the order.
Roberto_Amazon
Hello! @Seller_0CGGzVmO1C0mh
Thank you for bringing this matter into our attention.
I have looked into the details of your latest A-Z claim, and the denial of your appeal relates to the fact that the order was shipped late. In order to be protected against claims for "Package didn’t arrive", 3 conditions need to be true, the 3rd condition on your order was not met as outlined in our help page:Amazon Buy Shipping protections:
- 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 Ship By date for this order was [08/01/2024], the carrier's first scan was on [08/03/2024] as per tracking event details. This has been correctly pointed out by other Selling Partners in this thread:
A-Z claim coverage is hinged solely on the first postal scan. The first scan date MUST be on or before the ship by date cited on the order
Thank you for your understanding,
Roberto
Seller_ZDUFw1qRNIbgB
We had an order where the package WAS shipped on time and delivered but the customer claimed the part wasn't in the box, the weight would prove it WAS in the box but we lost the A-Z claim anyways...they didn't count it against our metrics but refused to remove the bad feedback and charged us for the full amount of the claim, appeal was denied. I guess the scammers found a loophole, they just have to claim the item wasn't in the box and we lose...the money anyways.
Seller_aEzr9PjpfpuxN
just appeal it stating you purchased the label through Amazon buy shipping and provide the tracking number
