amazon refunded customer and customer kept item
I had shipped out a item via amazon buy shipping using the post office. The post office delivered the item late. The customer opened a a-z claim while the item was in transit and the customer won the claim and received a full refund even though the tracking showed it was in transit. ( i would add i never received notice that the customer filed a claim and the only notice i received was once the customer was refunded.) A few days later the item was delivered and now the customer has the item and a full refund. Is there any way to require the customer to return the item or have the customer charged again? I thought i remember seeing somewhere that on a late delivery that amazon refunded because of the late delivery they can require the customer to return the item or charge them again. Does anybody have any insight into this or a copy of that policy ?
I would add that although the mail carrier picked it up within the required shipping time it wasn't scanned at the post office until after the ship by date so that is why i lost the a-z case even though the item was already in transit.
amazon refunded customer and customer kept item
I had shipped out a item via amazon buy shipping using the post office. The post office delivered the item late. The customer opened a a-z claim while the item was in transit and the customer won the claim and received a full refund even though the tracking showed it was in transit. ( i would add i never received notice that the customer filed a claim and the only notice i received was once the customer was refunded.) A few days later the item was delivered and now the customer has the item and a full refund. Is there any way to require the customer to return the item or have the customer charged again? I thought i remember seeing somewhere that on a late delivery that amazon refunded because of the late delivery they can require the customer to return the item or charge them again. Does anybody have any insight into this or a copy of that policy ?
I would add that although the mail carrier picked it up within the required shipping time it wasn't scanned at the post office until after the ship by date so that is why i lost the a-z case even though the item was already in transit.
12 replies
Seller_4zBzdtgCyS9EI
Gee...you tripple whammied all of this.
Doesn't matter. it must arrive on time or the A-Z will be granted, unless you refunded before they could open one
That's because it was instantly decided, seeing the shipping information as below
Absolutely not, especially because of below
Lost, lost again, and totally never had a chance of winning. Had you shipped on time, Amazon would have covered this A-Z. Printing the label by the shipping deadline isn't the same as the post office being in possession.
Seller_MEPPueZf0V54f
the post office was in possession ,however they never scanned it locally and it first scanned a day late by the distribution hub of the customers state.I actually shipped on time ,it just wasn't scanned at the local post office
SEAmod
@Seller_MEPPueZf0V54f
I am sorry. Did you simply drop off the package in a USPS mailbox or did you get in line at your post office and make sure a postal employee scanned the package as received? The latter is the best way to ensure that you don't get hurt by the postal services inability to scan every package dropped off to them.
Thanks for selling on Amazon.
Susan
Seller_MEPPueZf0V54f
@SEAmod
Thank you for following up
My mail carrier picked up the item and it was not scanned at the time of pickup. Unfortunately when it was scanned at the post office it was the following calendar date. I understand amazons policies and that I lost the initial a-z claim because it was not scanned on time. My question is that amazon refunded the seller and a few days later the customer received the item as can be seen from the tracking information .Is there a way to require the customer to return the item or if he does not return the item have him billed again?
Seller_7EM9GAR8s50gZ
Just a follow up as I have never had one of these before. If the item is shipped on time and the customer wants a refund because the tracking says that the item is "arriving late", do we refund and file a Safe-T or ask the customer to file an A to Z for INR?
Thanks in advance.
Seller_4zBzdtgCyS9EI
As I said, doesn't matter who's fault it is. No scan, no protection......
Seller_4zBzdtgCyS9EI
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
Seller_7EM9GAR8s50gZ
Thanks for breaking it down. This is very helpful. The "ship by" date was Jan 29th and the tracking says "USPS in possession of item" on Jan 29th.
Appreciate your help.
SEAmod
@Seller_7EM9GAR8s50gZ
I am happy to see that you received the help you needed from fellow seller and forum user @Seller_4zBzdtgCyS9EI.
Susan
Seller_4zBzdtgCyS9EI
If it wasn't scanned, then Amazon has no way of seeing it was shipped on time. Your fault or not, if it wasn't scanned in on time you will lose an A-Z. So if a customer contacts you and you do not refund, you will get dinged. If you refund you will also get a ding, but at least not for an A-Z.
Seller_e8XExHN1FrVSh
It truly is unfair, we lost $200 in two A to Z claims same scenario, package was in transit we were never contacted even though Amazon's policy says if it is in transit they are to contact you before filing a claim. Long story short they kept the product and got refunded in both cases. No one other than Amazon allows customers to do this. It is in my opinion stealing and something needs to be done about it. I saw one customer mention filing collections against the customer after several attempts to get their products back. I am sure Amazon wouldn't be too happy about that but are we suppose to continuosly be stolen from because that is what it is!
amazon refunded customer and customer kept item
I had shipped out a item via amazon buy shipping using the post office. The post office delivered the item late. The customer opened a a-z claim while the item was in transit and the customer won the claim and received a full refund even though the tracking showed it was in transit. ( i would add i never received notice that the customer filed a claim and the only notice i received was once the customer was refunded.) A few days later the item was delivered and now the customer has the item and a full refund. Is there any way to require the customer to return the item or have the customer charged again? I thought i remember seeing somewhere that on a late delivery that amazon refunded because of the late delivery they can require the customer to return the item or charge them again. Does anybody have any insight into this or a copy of that policy ?
I would add that although the mail carrier picked it up within the required shipping time it wasn't scanned at the post office until after the ship by date so that is why i lost the a-z case even though the item was already in transit.
amazon refunded customer and customer kept item
I had shipped out a item via amazon buy shipping using the post office. The post office delivered the item late. The customer opened a a-z claim while the item was in transit and the customer won the claim and received a full refund even though the tracking showed it was in transit. ( i would add i never received notice that the customer filed a claim and the only notice i received was once the customer was refunded.) A few days later the item was delivered and now the customer has the item and a full refund. Is there any way to require the customer to return the item or have the customer charged again? I thought i remember seeing somewhere that on a late delivery that amazon refunded because of the late delivery they can require the customer to return the item or charge them again. Does anybody have any insight into this or a copy of that policy ?
I would add that although the mail carrier picked it up within the required shipping time it wasn't scanned at the post office until after the ship by date so that is why i lost the a-z case even though the item was already in transit.
amazon refunded customer and customer kept item
I had shipped out a item via amazon buy shipping using the post office. The post office delivered the item late. The customer opened a a-z claim while the item was in transit and the customer won the claim and received a full refund even though the tracking showed it was in transit. ( i would add i never received notice that the customer filed a claim and the only notice i received was once the customer was refunded.) A few days later the item was delivered and now the customer has the item and a full refund. Is there any way to require the customer to return the item or have the customer charged again? I thought i remember seeing somewhere that on a late delivery that amazon refunded because of the late delivery they can require the customer to return the item or charge them again. Does anybody have any insight into this or a copy of that policy ?
I would add that although the mail carrier picked it up within the required shipping time it wasn't scanned at the post office until after the ship by date so that is why i lost the a-z case even though the item was already in transit.
12 replies
12 replies
Seller_4zBzdtgCyS9EI
Gee...you tripple whammied all of this.
Doesn't matter. it must arrive on time or the A-Z will be granted, unless you refunded before they could open one
That's because it was instantly decided, seeing the shipping information as below
Absolutely not, especially because of below
Lost, lost again, and totally never had a chance of winning. Had you shipped on time, Amazon would have covered this A-Z. Printing the label by the shipping deadline isn't the same as the post office being in possession.
Seller_MEPPueZf0V54f
the post office was in possession ,however they never scanned it locally and it first scanned a day late by the distribution hub of the customers state.I actually shipped on time ,it just wasn't scanned at the local post office
SEAmod
@Seller_MEPPueZf0V54f
I am sorry. Did you simply drop off the package in a USPS mailbox or did you get in line at your post office and make sure a postal employee scanned the package as received? The latter is the best way to ensure that you don't get hurt by the postal services inability to scan every package dropped off to them.
Thanks for selling on Amazon.
Susan
Seller_MEPPueZf0V54f
@SEAmod
Thank you for following up
My mail carrier picked up the item and it was not scanned at the time of pickup. Unfortunately when it was scanned at the post office it was the following calendar date. I understand amazons policies and that I lost the initial a-z claim because it was not scanned on time. My question is that amazon refunded the seller and a few days later the customer received the item as can be seen from the tracking information .Is there a way to require the customer to return the item or if he does not return the item have him billed again?
Seller_7EM9GAR8s50gZ
Just a follow up as I have never had one of these before. If the item is shipped on time and the customer wants a refund because the tracking says that the item is "arriving late", do we refund and file a Safe-T or ask the customer to file an A to Z for INR?
Thanks in advance.
Seller_4zBzdtgCyS9EI
As I said, doesn't matter who's fault it is. No scan, no protection......
Seller_4zBzdtgCyS9EI
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
Seller_7EM9GAR8s50gZ
Thanks for breaking it down. This is very helpful. The "ship by" date was Jan 29th and the tracking says "USPS in possession of item" on Jan 29th.
Appreciate your help.
SEAmod
@Seller_7EM9GAR8s50gZ
I am happy to see that you received the help you needed from fellow seller and forum user @Seller_4zBzdtgCyS9EI.
Susan
Seller_4zBzdtgCyS9EI
If it wasn't scanned, then Amazon has no way of seeing it was shipped on time. Your fault or not, if it wasn't scanned in on time you will lose an A-Z. So if a customer contacts you and you do not refund, you will get dinged. If you refund you will also get a ding, but at least not for an A-Z.
Seller_e8XExHN1FrVSh
It truly is unfair, we lost $200 in two A to Z claims same scenario, package was in transit we were never contacted even though Amazon's policy says if it is in transit they are to contact you before filing a claim. Long story short they kept the product and got refunded in both cases. No one other than Amazon allows customers to do this. It is in my opinion stealing and something needs to be done about it. I saw one customer mention filing collections against the customer after several attempts to get their products back. I am sure Amazon wouldn't be too happy about that but are we suppose to continuosly be stolen from because that is what it is!
Seller_4zBzdtgCyS9EI
Gee...you tripple whammied all of this.
Doesn't matter. it must arrive on time or the A-Z will be granted, unless you refunded before they could open one
That's because it was instantly decided, seeing the shipping information as below
Absolutely not, especially because of below
Lost, lost again, and totally never had a chance of winning. Had you shipped on time, Amazon would have covered this A-Z. Printing the label by the shipping deadline isn't the same as the post office being in possession.
Seller_4zBzdtgCyS9EI
Gee...you tripple whammied all of this.
Doesn't matter. it must arrive on time or the A-Z will be granted, unless you refunded before they could open one
That's because it was instantly decided, seeing the shipping information as below
Absolutely not, especially because of below
Lost, lost again, and totally never had a chance of winning. Had you shipped on time, Amazon would have covered this A-Z. Printing the label by the shipping deadline isn't the same as the post office being in possession.
Seller_MEPPueZf0V54f
the post office was in possession ,however they never scanned it locally and it first scanned a day late by the distribution hub of the customers state.I actually shipped on time ,it just wasn't scanned at the local post office
Seller_MEPPueZf0V54f
the post office was in possession ,however they never scanned it locally and it first scanned a day late by the distribution hub of the customers state.I actually shipped on time ,it just wasn't scanned at the local post office
SEAmod
@Seller_MEPPueZf0V54f
I am sorry. Did you simply drop off the package in a USPS mailbox or did you get in line at your post office and make sure a postal employee scanned the package as received? The latter is the best way to ensure that you don't get hurt by the postal services inability to scan every package dropped off to them.
Thanks for selling on Amazon.
Susan
SEAmod
@Seller_MEPPueZf0V54f
I am sorry. Did you simply drop off the package in a USPS mailbox or did you get in line at your post office and make sure a postal employee scanned the package as received? The latter is the best way to ensure that you don't get hurt by the postal services inability to scan every package dropped off to them.
Thanks for selling on Amazon.
Susan
Seller_MEPPueZf0V54f
@SEAmod
Thank you for following up
My mail carrier picked up the item and it was not scanned at the time of pickup. Unfortunately when it was scanned at the post office it was the following calendar date. I understand amazons policies and that I lost the initial a-z claim because it was not scanned on time. My question is that amazon refunded the seller and a few days later the customer received the item as can be seen from the tracking information .Is there a way to require the customer to return the item or if he does not return the item have him billed again?
Seller_MEPPueZf0V54f
@SEAmod
Thank you for following up
My mail carrier picked up the item and it was not scanned at the time of pickup. Unfortunately when it was scanned at the post office it was the following calendar date. I understand amazons policies and that I lost the initial a-z claim because it was not scanned on time. My question is that amazon refunded the seller and a few days later the customer received the item as can be seen from the tracking information .Is there a way to require the customer to return the item or if he does not return the item have him billed again?
Seller_7EM9GAR8s50gZ
Just a follow up as I have never had one of these before. If the item is shipped on time and the customer wants a refund because the tracking says that the item is "arriving late", do we refund and file a Safe-T or ask the customer to file an A to Z for INR?
Thanks in advance.
Seller_7EM9GAR8s50gZ
Just a follow up as I have never had one of these before. If the item is shipped on time and the customer wants a refund because the tracking says that the item is "arriving late", do we refund and file a Safe-T or ask the customer to file an A to Z for INR?
Thanks in advance.
Seller_4zBzdtgCyS9EI
As I said, doesn't matter who's fault it is. No scan, no protection......
Seller_4zBzdtgCyS9EI
As I said, doesn't matter who's fault it is. No scan, no protection......
Seller_4zBzdtgCyS9EI
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
Seller_4zBzdtgCyS9EI
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
Seller_7EM9GAR8s50gZ
Thanks for breaking it down. This is very helpful. The "ship by" date was Jan 29th and the tracking says "USPS in possession of item" on Jan 29th.
Appreciate your help.
Seller_7EM9GAR8s50gZ
Thanks for breaking it down. This is very helpful. The "ship by" date was Jan 29th and the tracking says "USPS in possession of item" on Jan 29th.
Appreciate your help.
SEAmod
@Seller_7EM9GAR8s50gZ
I am happy to see that you received the help you needed from fellow seller and forum user @Seller_4zBzdtgCyS9EI.
Susan
SEAmod
@Seller_7EM9GAR8s50gZ
I am happy to see that you received the help you needed from fellow seller and forum user @Seller_4zBzdtgCyS9EI.
Susan
Seller_4zBzdtgCyS9EI
If it wasn't scanned, then Amazon has no way of seeing it was shipped on time. Your fault or not, if it wasn't scanned in on time you will lose an A-Z. So if a customer contacts you and you do not refund, you will get dinged. If you refund you will also get a ding, but at least not for an A-Z.
Seller_4zBzdtgCyS9EI
If it wasn't scanned, then Amazon has no way of seeing it was shipped on time. Your fault or not, if it wasn't scanned in on time you will lose an A-Z. So if a customer contacts you and you do not refund, you will get dinged. If you refund you will also get a ding, but at least not for an A-Z.
Seller_e8XExHN1FrVSh
It truly is unfair, we lost $200 in two A to Z claims same scenario, package was in transit we were never contacted even though Amazon's policy says if it is in transit they are to contact you before filing a claim. Long story short they kept the product and got refunded in both cases. No one other than Amazon allows customers to do this. It is in my opinion stealing and something needs to be done about it. I saw one customer mention filing collections against the customer after several attempts to get their products back. I am sure Amazon wouldn't be too happy about that but are we suppose to continuosly be stolen from because that is what it is!
Seller_e8XExHN1FrVSh
It truly is unfair, we lost $200 in two A to Z claims same scenario, package was in transit we were never contacted even though Amazon's policy says if it is in transit they are to contact you before filing a claim. Long story short they kept the product and got refunded in both cases. No one other than Amazon allows customers to do this. It is in my opinion stealing and something needs to be done about it. I saw one customer mention filing collections against the customer after several attempts to get their products back. I am sure Amazon wouldn't be too happy about that but are we suppose to continuosly be stolen from because that is what it is!
