A-to-Z Claim Lost: (We did everything correctly) Amazon's Unrealistic APO Delivery SSA Promises
@Tiff_Amazon @SEAmod
I know many of you don’t agree with Amazon's SSA for determining transit times, but personally, I think their software is generally reliable, and we rarely have issues — except when it comes to APO military addresses. In my experience, I’ve never seen Priority Mail arrive at an APO address within 2 days, despite what Amazon might estimate, they are always wrong.
This brings me to a frustrating issue: we’ve will have to stop offering shipping to APO addresses entirely. It’s unfortunate because it limits options for our service members, but the Amazon shipping calculations just doesn’t align with the realities of military shipping and transit times. Average military delivery time is 15-21 days.
We recently shipped an order to an APO address using the method Amazon recommended and well within the stated handling time. The package arrived in what we consider a normal timeframe for APO delivery. However, the buyer reached out after 2 days to request a shipping refund since the package didn’t arrive within the SSA-estimated time. We issued the shipping refund to the buyer (only $11.21)
Ten days later, the buyer filed an A-to-Z claim, which Amazon granted— the package arrived a few days after that. We appealed the decision, providing evidence of carrier pickup and tracking scans, but Amazon denied the appeal, claiming we didn’t ship within the handling time. (Screenshot attached for reference shows we did.)
We’ve done everything by the book, you see the pickup scan, and transit scans all moving through the system (although funny how it is in Chicago and Miami at the same time given the time difference between the 2 states) yet Amazon still keeps saying we did not ship within the handling time. I am at a loss here, it's only $100 but it's the principal of the fact, claims protected is not a guarantee.
The buyer emailed us the same day the package arrived at their local post office, requesting a reshipment after filing an A-to-Z claim. We informed the buyer that the package was en route for delivery and requested its return since a refund had already been issued. However, we received no further communication from the buyer, who has also opted out of receiving messages, preventing us from sending a return label.
For mods interested, case id. 16682687761
Granted
Seller-funded: Nov 14
Order Defect Rate (ODR) impacted: Yes
Appeal by: Dec 14 (appealed and lost 11/18)
Order ID:
Product Amount: USD 98.95
Claim date: November 14, 2024
Why is this happening?
The customer has not received their package and our records indicate you shipped this order after the maximum handle time
1 reply
Quincy_Amazon
Hello @Seller_CyGI7lF1437gx
Thank you for posting your inquiry to the Forums and for providing that feedback regarding SSA for APO addresses as well as providing the case ID number. Your feedback will be passed along to the appropriate partner team(s).
I looked into the case and I am confirming that I have escalated your case for additional review by the partner team. I will monitor the case for updates and will relay the same. Please continue to monitor your performance notifications, email address on file, and case log in case the team reaches out to you directly.
Regards,
Quincy_Amazon
A-to-Z Claim Lost: (We did everything correctly) Amazon's Unrealistic APO Delivery SSA Promises
@Tiff_Amazon @SEAmod
I know many of you don’t agree with Amazon's SSA for determining transit times, but personally, I think their software is generally reliable, and we rarely have issues — except when it comes to APO military addresses. In my experience, I’ve never seen Priority Mail arrive at an APO address within 2 days, despite what Amazon might estimate, they are always wrong.
This brings me to a frustrating issue: we’ve will have to stop offering shipping to APO addresses entirely. It’s unfortunate because it limits options for our service members, but the Amazon shipping calculations just doesn’t align with the realities of military shipping and transit times. Average military delivery time is 15-21 days.
We recently shipped an order to an APO address using the method Amazon recommended and well within the stated handling time. The package arrived in what we consider a normal timeframe for APO delivery. However, the buyer reached out after 2 days to request a shipping refund since the package didn’t arrive within the SSA-estimated time. We issued the shipping refund to the buyer (only $11.21)
Ten days later, the buyer filed an A-to-Z claim, which Amazon granted— the package arrived a few days after that. We appealed the decision, providing evidence of carrier pickup and tracking scans, but Amazon denied the appeal, claiming we didn’t ship within the handling time. (Screenshot attached for reference shows we did.)
We’ve done everything by the book, you see the pickup scan, and transit scans all moving through the system (although funny how it is in Chicago and Miami at the same time given the time difference between the 2 states) yet Amazon still keeps saying we did not ship within the handling time. I am at a loss here, it's only $100 but it's the principal of the fact, claims protected is not a guarantee.
The buyer emailed us the same day the package arrived at their local post office, requesting a reshipment after filing an A-to-Z claim. We informed the buyer that the package was en route for delivery and requested its return since a refund had already been issued. However, we received no further communication from the buyer, who has also opted out of receiving messages, preventing us from sending a return label.
For mods interested, case id. 16682687761
Granted
Seller-funded: Nov 14
Order Defect Rate (ODR) impacted: Yes
Appeal by: Dec 14 (appealed and lost 11/18)
Order ID:
Product Amount: USD 98.95
Claim date: November 14, 2024
Why is this happening?
The customer has not received their package and our records indicate you shipped this order after the maximum handle time
A-to-Z Claim Lost: (We did everything correctly) Amazon's Unrealistic APO Delivery SSA Promises
@Tiff_Amazon @SEAmod
I know many of you don’t agree with Amazon's SSA for determining transit times, but personally, I think their software is generally reliable, and we rarely have issues — except when it comes to APO military addresses. In my experience, I’ve never seen Priority Mail arrive at an APO address within 2 days, despite what Amazon might estimate, they are always wrong.
This brings me to a frustrating issue: we’ve will have to stop offering shipping to APO addresses entirely. It’s unfortunate because it limits options for our service members, but the Amazon shipping calculations just doesn’t align with the realities of military shipping and transit times. Average military delivery time is 15-21 days.
We recently shipped an order to an APO address using the method Amazon recommended and well within the stated handling time. The package arrived in what we consider a normal timeframe for APO delivery. However, the buyer reached out after 2 days to request a shipping refund since the package didn’t arrive within the SSA-estimated time. We issued the shipping refund to the buyer (only $11.21)
Ten days later, the buyer filed an A-to-Z claim, which Amazon granted— the package arrived a few days after that. We appealed the decision, providing evidence of carrier pickup and tracking scans, but Amazon denied the appeal, claiming we didn’t ship within the handling time. (Screenshot attached for reference shows we did.)
We’ve done everything by the book, you see the pickup scan, and transit scans all moving through the system (although funny how it is in Chicago and Miami at the same time given the time difference between the 2 states) yet Amazon still keeps saying we did not ship within the handling time. I am at a loss here, it's only $100 but it's the principal of the fact, claims protected is not a guarantee.
The buyer emailed us the same day the package arrived at their local post office, requesting a reshipment after filing an A-to-Z claim. We informed the buyer that the package was en route for delivery and requested its return since a refund had already been issued. However, we received no further communication from the buyer, who has also opted out of receiving messages, preventing us from sending a return label.
For mods interested, case id. 16682687761
Granted
Seller-funded: Nov 14
Order Defect Rate (ODR) impacted: Yes
Appeal by: Dec 14 (appealed and lost 11/18)
Order ID:
Product Amount: USD 98.95
Claim date: November 14, 2024
Why is this happening?
The customer has not received their package and our records indicate you shipped this order after the maximum handle time
1 reply
1 reply
Quincy_Amazon
Hello @Seller_CyGI7lF1437gx
Thank you for posting your inquiry to the Forums and for providing that feedback regarding SSA for APO addresses as well as providing the case ID number. Your feedback will be passed along to the appropriate partner team(s).
I looked into the case and I am confirming that I have escalated your case for additional review by the partner team. I will monitor the case for updates and will relay the same. Please continue to monitor your performance notifications, email address on file, and case log in case the team reaches out to you directly.
Regards,
Quincy_Amazon
Quincy_Amazon
Hello @Seller_CyGI7lF1437gx
Thank you for posting your inquiry to the Forums and for providing that feedback regarding SSA for APO addresses as well as providing the case ID number. Your feedback will be passed along to the appropriate partner team(s).
I looked into the case and I am confirming that I have escalated your case for additional review by the partner team. I will monitor the case for updates and will relay the same. Please continue to monitor your performance notifications, email address on file, and case log in case the team reaches out to you directly.
Regards,
Quincy_Amazon
Quincy_Amazon
Hello @Seller_CyGI7lF1437gx
Thank you for posting your inquiry to the Forums and for providing that feedback regarding SSA for APO addresses as well as providing the case ID number. Your feedback will be passed along to the appropriate partner team(s).
I looked into the case and I am confirming that I have escalated your case for additional review by the partner team. I will monitor the case for updates and will relay the same. Please continue to monitor your performance notifications, email address on file, and case log in case the team reaches out to you directly.
Regards,
Quincy_Amazon
