Help needed with an A-Z Claim
Hello,
we need some help with an A-Z claim decision.
Order ID: 111-2783229-6368214
-Order shipped on Tue, Jun 4, 2024
-Carrier: SDA
-Tracking number: 1UW18UN036694
-Delivered on June 6th, 2024
Customer stated that according to her, the package was lost and wanted to be refunded.
We replied that the package had been delivered on 6/6/2024 as per the SDA tracking number. The customer did not respond to us but opened a Claim on June 29, claiming that she had not received anything.
Amazon refunded the claim with our money and negatively affected our performance.
On July 3, we contacted the customer by phone to explain the situation and she confirmed that she had received the bag on June 6, as shown in the shipment tracking.
Customer confirmed that she received our bag but Amazon granted the Claim.
What can we do now? We have already appealed the claim but it was no use even though tracking and customer confirmed that the package was delivered!
2 replies
Seller_OvL8C4BJWiuS9
First, if you didn't use Amazon's buy shipping, then whether it was delivered or not, Amazon won't cover it.
Second, you are not allowed to call the buyer. The number provided is for carrier use only. You have now opened yourself up to that issue.
Danny_Amazon
Hello @Seller_da7a8P47NCTO9- thank you for the post. I do want to call out that contacting the customer via phone in this manner does depart from our Communication Guidelines.
From reviewing that order and claim, I do see our team was unable to verify the tracking details provided as Buy Shipping was not used. Should you have the option to still appeal this claim decision, please do reference these best practices on what to include in an appeal.
