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package was delivered but customer filed A to Z claim and grant
I guess lots of sellers have the same experience, the package was delivered but the customer filed A to Z claim and granted. Amazon gave reason for this claim was "The customer has not received their package, and our records indicate the tracking information is either missing or invalid." We appeal the discission and provided the valid USPS tracking and showed package was delivered. And this order uses [Amazon's Buy Shipping Service] But our appeal still gets denied!!
Anyone can help and let us know what to do? It is so unfair that someone use this claim for keeping the item and get the money back:( and most important things our ODR got hit too....
for Order ID: # 114-5015480-4748224
Thank you
3 replies
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
Roberto_Amazon
Hello! @Seller_PsH8i2QmXYeKA
This is Roberto. I have reviewed the details of the claim under this order and confirmed that your appeal has been accepted.
It appears this was incorrectly handled from the beginning, we apologize for any confusion. The ODR has been removed, and you have been refunded for this order.
Regards,
Roberto
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