A-Z Claim - 2 items shipped together, package lost, Amazon only covered one
A customer purchased 2 items from us, we shipped both in the same package, using a USPS label we purchased on Amazon, and updated the orders - orders # 112-9005085-8501847 and 112-2058158-6508260. The package was lost and we advised the buyer to file an A-Z Claim. The buyer was refunded the money and Amazon funded 112-2058158-6508260 (the less expensive item), but debited us for 112-9005085-8501847 (the more expensive item). We have appealed a couple of times, emailed, chatted, and had phone calls with amazon, but no one can explain why one item was "Amazon-funded" and the other was "seller-funded" - we followed the guidelines and the package was lost through no fault of ours, why are we being penalized?
15 replies
Seller_oaGsgY6ORq2Fk
Can anyone from Amazon help to explain this situation to us?
Seller_oaGsgY6ORq2Fk
Can any MODS or ADMINS help us understand this situation that no customer service people could explain to us?
Seller_oaGsgY6ORq2Fk
@Joey_Amazon @Glenn_Amazon @Tatiana_Amazon @Cooper_Amazon @Danika_Amazon @Jameson_Amazon @Michelle_Amazon @Danny_Amazon @Blake_Amazon @Quincy_Amazon @Dougal_Amazon @Jim_Amazon @Manny_Amazon @Sandy_Amazon @KJ_Amazon @Micah_Amazon still looking for answers...
Seller_yKsH1VcZkLlOV
You learned a lesson, I learned it years ago, never combined shipping on Amazon, Amazon can do it, we as a 3rd party can't.
Seller_y79MQHIY0I76X
It's because Amazon does not support combined shipping.
Seller_MJgdOXeFNpwgT
You are only protected if you purchase the shipping label via Amazon. If you upload the tracking number that item is no longer protected.
Seller_oaGsgY6ORq2Fk
@Joey_Amazon @Glenn_Amazon @Tatiana_Amazon @Cooper_Amazon @Danika_Amazon @Jameson_Amazon @Michelle_Amazon @Danny_Amazon @Blake_Amazon @Quincy_Amazon @Dougal_Amazon @Jim_Amazon @Manny_Amazon @Sandy_Amazon @KJ_Amazon @Micah_Amazon MODS, ADMIN - still waiting for any Amazon representative to chime in here and clarify the policy for us
Seller_SJRMV3s4mNrFA
NEVER, EVER ship two items in one package. Amazon will screw you over each and every time. Sometimes it can even be a scam... Scammer orders several items, you ship them in all in one package, scammer claims they received only the cheapest item... You're out of luck.
Seller_yKsH1VcZkLlOV
I have had cases where the customer bought two products, I sent two separate packages, then scammer make a return request, Amazon authorizes the return of the two product and the customer only returns one not two, Amazon refunds the money for two products. Amazon was not made to protect sellers, better do your calculation of average monthly losses including fraud, scammers, lost packages, etc. Add it to your cost and you will find emotional happiness, otherwise Amazon is not for you, cases like this one are impossible to win if customer file A-Z claim for one item or if you file a safe-t-claims. You know, the customer is always right, and we sellers are the bad ones.
Seller_oaGsgY6ORq2Fk
@Joey_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Jameson_Amazon @Ricardo_Amazon @Danny_Amazon daily bump, still hoping for some answers from Amazon
