No AtoZ Protection - Shipping purchased through Amazon, packaged shipped on time - PLEASE HELP
Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.
How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?
History:
1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659
2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.
3) 12-15-24. AtoZ claim is opened. I represent my case.
4) 12-16-24. I lose AtoZ claim
5) 12-19-24. The item is delivered.
6) 12-28-24. I appeal the AtoZ claim
7) 12-29-24. AtoZ Appeal lost
This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
No AtoZ Protection - Shipping purchased through Amazon, packaged shipped on time - PLEASE HELP
Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.
How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?
History:
1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659
2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.
3) 12-15-24. AtoZ claim is opened. I represent my case.
4) 12-16-24. I lose AtoZ claim
5) 12-19-24. The item is delivered.
6) 12-28-24. I appeal the AtoZ claim
7) 12-29-24. AtoZ Appeal lost
This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
6 replies
Seller_OvL8C4BJWiuS9
Was the shipment scanned by the carrier on or before the ship by date? Do you also have SSA and AHT activated on your account?
Seller_J46Ruz3VzvWCV
This part isn't required for A-z claims. It's just for OTDR protection.
Seller_J46Ruz3VzvWCV
I agree with @Seller_OvL8C4BJWiuS9 on - was it scanned on/before the ship date?
After that the fact that it was delivered AFTER the A-z is likely throwing Amazon.
If so your appeal should have followed this format, posted here - https://sellercentral.amazon.com/seller-forums/discussions/t/c113bb21-455d-4761-9fa2-1ab4ac4bcd4b?postId=ba1367fd-9f44-4a39-b575-b596bde2a9cc
EDIT TO FIT YOUR EXACT SCENARIO ....
I am appealing this A-to-z claim because it shows that I am funding it. Instead it should be Amazon funded.
Buyer Complaint: “INR”
Amazon’s policy states that if I meet certain requirements that Amazon will fund, not I, for “INR” A-z claims when using Amazon Buy Shipping Services.
AMAZON POLICY PAGE
Amazon Buy Shipping protections https:// sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
AMAZON STATEMENT
“For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
1. The buyer was reimbursed by Amazon for not receiving their package
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
HISTORY:
Purchased on Monday, November, XX, 20__.
Marked as shipped on Amazon on Monday, November, XX, 20__.
First Scan on Monday, November, XX, 20__.
I purchased Amazon Buy Shipping.
I Shipped and it was Scanned in time.
I am covered according to the policy.
You have incorrectly funded this from my account. Since I followed the policy, please mark the claim as Amazon funded, refund my account and remove the ODR Defect.
Seller_VLB93SOhkHsZs
Can a mod PLEASE help with this issue?
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
@SEAmod
@Dominic_Amazon
@Dougal_Amazon
@Rose_Amazon
@KJ_Amazon
@TaylorR_Amazon
Seller_qKazf8TmYbJNO
We shipped hundreds of orders that weekend and were wondering if we were going to be covered in the case of claims for a few reasons. A lot of the carriers were not moving packages on 3 out of 4, or all 4 of the days that weekend because of the holiday. So if we purchased the label through amazon, the system is assuming the product will be moved that day or the next day. but if we moved the ship date to dec 2nd which is when it would actually move, we were no longer covered through the service we were choosing. So even if we got a scan from the carrier on nov 29th or 30th, it was technically the same as getting it scanned on dec 2nd. It happened over a 100 times when we were shipping items that weekend. For example, we would be shipping a package on the 29th and we would use fed ex ground economy which would show delivery on dec 5th and we were covered, but even if we dropped it off on the evening of the 29th or early on the 30th it was just sitting til dec 2nd. If we moved the ship date to dec 2nd it would show that fed ex ground economy would not arrive til dec 9th and it was no longer covered and we had to use fed ex 2 day to be covered
No AtoZ Protection - Shipping purchased through Amazon, packaged shipped on time - PLEASE HELP
Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.
How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?
History:
1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659
2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.
3) 12-15-24. AtoZ claim is opened. I represent my case.
4) 12-16-24. I lose AtoZ claim
5) 12-19-24. The item is delivered.
6) 12-28-24. I appeal the AtoZ claim
7) 12-29-24. AtoZ Appeal lost
This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
No AtoZ Protection - Shipping purchased through Amazon, packaged shipped on time - PLEASE HELP
Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.
How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?
History:
1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659
2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.
3) 12-15-24. AtoZ claim is opened. I represent my case.
4) 12-16-24. I lose AtoZ claim
5) 12-19-24. The item is delivered.
6) 12-28-24. I appeal the AtoZ claim
7) 12-29-24. AtoZ Appeal lost
This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
No AtoZ Protection - Shipping purchased through Amazon, packaged shipped on time - PLEASE HELP
Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.
How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?
History:
1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659
2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.
3) 12-15-24. AtoZ claim is opened. I represent my case.
4) 12-16-24. I lose AtoZ claim
5) 12-19-24. The item is delivered.
6) 12-28-24. I appeal the AtoZ claim
7) 12-29-24. AtoZ Appeal lost
This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
6 replies
6 replies
Seller_OvL8C4BJWiuS9
Was the shipment scanned by the carrier on or before the ship by date? Do you also have SSA and AHT activated on your account?
Seller_J46Ruz3VzvWCV
This part isn't required for A-z claims. It's just for OTDR protection.
Seller_J46Ruz3VzvWCV
I agree with @Seller_OvL8C4BJWiuS9 on - was it scanned on/before the ship date?
After that the fact that it was delivered AFTER the A-z is likely throwing Amazon.
If so your appeal should have followed this format, posted here - https://sellercentral.amazon.com/seller-forums/discussions/t/c113bb21-455d-4761-9fa2-1ab4ac4bcd4b?postId=ba1367fd-9f44-4a39-b575-b596bde2a9cc
EDIT TO FIT YOUR EXACT SCENARIO ....
I am appealing this A-to-z claim because it shows that I am funding it. Instead it should be Amazon funded.
Buyer Complaint: “INR”
Amazon’s policy states that if I meet certain requirements that Amazon will fund, not I, for “INR” A-z claims when using Amazon Buy Shipping Services.
AMAZON POLICY PAGE
Amazon Buy Shipping protections https:// sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
AMAZON STATEMENT
“For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
1. The buyer was reimbursed by Amazon for not receiving their package
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
HISTORY:
Purchased on Monday, November, XX, 20__.
Marked as shipped on Amazon on Monday, November, XX, 20__.
First Scan on Monday, November, XX, 20__.
I purchased Amazon Buy Shipping.
I Shipped and it was Scanned in time.
I am covered according to the policy.
You have incorrectly funded this from my account. Since I followed the policy, please mark the claim as Amazon funded, refund my account and remove the ODR Defect.
Seller_VLB93SOhkHsZs
Can a mod PLEASE help with this issue?
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
@SEAmod
@Dominic_Amazon
@Dougal_Amazon
@Rose_Amazon
@KJ_Amazon
@TaylorR_Amazon
Seller_qKazf8TmYbJNO
We shipped hundreds of orders that weekend and were wondering if we were going to be covered in the case of claims for a few reasons. A lot of the carriers were not moving packages on 3 out of 4, or all 4 of the days that weekend because of the holiday. So if we purchased the label through amazon, the system is assuming the product will be moved that day or the next day. but if we moved the ship date to dec 2nd which is when it would actually move, we were no longer covered through the service we were choosing. So even if we got a scan from the carrier on nov 29th or 30th, it was technically the same as getting it scanned on dec 2nd. It happened over a 100 times when we were shipping items that weekend. For example, we would be shipping a package on the 29th and we would use fed ex ground economy which would show delivery on dec 5th and we were covered, but even if we dropped it off on the evening of the 29th or early on the 30th it was just sitting til dec 2nd. If we moved the ship date to dec 2nd it would show that fed ex ground economy would not arrive til dec 9th and it was no longer covered and we had to use fed ex 2 day to be covered
Seller_OvL8C4BJWiuS9
Was the shipment scanned by the carrier on or before the ship by date? Do you also have SSA and AHT activated on your account?
Seller_OvL8C4BJWiuS9
Was the shipment scanned by the carrier on or before the ship by date? Do you also have SSA and AHT activated on your account?
Seller_J46Ruz3VzvWCV
This part isn't required for A-z claims. It's just for OTDR protection.
Seller_J46Ruz3VzvWCV
This part isn't required for A-z claims. It's just for OTDR protection.
Seller_J46Ruz3VzvWCV
I agree with @Seller_OvL8C4BJWiuS9 on - was it scanned on/before the ship date?
After that the fact that it was delivered AFTER the A-z is likely throwing Amazon.
If so your appeal should have followed this format, posted here - https://sellercentral.amazon.com/seller-forums/discussions/t/c113bb21-455d-4761-9fa2-1ab4ac4bcd4b?postId=ba1367fd-9f44-4a39-b575-b596bde2a9cc
EDIT TO FIT YOUR EXACT SCENARIO ....
I am appealing this A-to-z claim because it shows that I am funding it. Instead it should be Amazon funded.
Buyer Complaint: “INR”
Amazon’s policy states that if I meet certain requirements that Amazon will fund, not I, for “INR” A-z claims when using Amazon Buy Shipping Services.
AMAZON POLICY PAGE
Amazon Buy Shipping protections https:// sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
AMAZON STATEMENT
“For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
1. The buyer was reimbursed by Amazon for not receiving their package
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
HISTORY:
Purchased on Monday, November, XX, 20__.
Marked as shipped on Amazon on Monday, November, XX, 20__.
First Scan on Monday, November, XX, 20__.
I purchased Amazon Buy Shipping.
I Shipped and it was Scanned in time.
I am covered according to the policy.
You have incorrectly funded this from my account. Since I followed the policy, please mark the claim as Amazon funded, refund my account and remove the ODR Defect.
Seller_J46Ruz3VzvWCV
I agree with @Seller_OvL8C4BJWiuS9 on - was it scanned on/before the ship date?
After that the fact that it was delivered AFTER the A-z is likely throwing Amazon.
If so your appeal should have followed this format, posted here - https://sellercentral.amazon.com/seller-forums/discussions/t/c113bb21-455d-4761-9fa2-1ab4ac4bcd4b?postId=ba1367fd-9f44-4a39-b575-b596bde2a9cc
EDIT TO FIT YOUR EXACT SCENARIO ....
I am appealing this A-to-z claim because it shows that I am funding it. Instead it should be Amazon funded.
Buyer Complaint: “INR”
Amazon’s policy states that if I meet certain requirements that Amazon will fund, not I, for “INR” A-z claims when using Amazon Buy Shipping Services.
AMAZON POLICY PAGE
Amazon Buy Shipping protections https:// sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
AMAZON STATEMENT
“For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
1. The buyer was reimbursed by Amazon for not receiving their package
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
HISTORY:
Purchased on Monday, November, XX, 20__.
Marked as shipped on Amazon on Monday, November, XX, 20__.
First Scan on Monday, November, XX, 20__.
I purchased Amazon Buy Shipping.
I Shipped and it was Scanned in time.
I am covered according to the policy.
You have incorrectly funded this from my account. Since I followed the policy, please mark the claim as Amazon funded, refund my account and remove the ODR Defect.
Seller_VLB93SOhkHsZs
Can a mod PLEASE help with this issue?
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
@SEAmod
@Dominic_Amazon
@Dougal_Amazon
@Rose_Amazon
@KJ_Amazon
@TaylorR_Amazon
Seller_VLB93SOhkHsZs
Can a mod PLEASE help with this issue?
@Cooper_Amazon
@Danny_Amazon
@Nano_Amazon
@Josh_Amazon
@SEAmod
@Dominic_Amazon
@Dougal_Amazon
@Rose_Amazon
@KJ_Amazon
@TaylorR_Amazon
Seller_qKazf8TmYbJNO
We shipped hundreds of orders that weekend and were wondering if we were going to be covered in the case of claims for a few reasons. A lot of the carriers were not moving packages on 3 out of 4, or all 4 of the days that weekend because of the holiday. So if we purchased the label through amazon, the system is assuming the product will be moved that day or the next day. but if we moved the ship date to dec 2nd which is when it would actually move, we were no longer covered through the service we were choosing. So even if we got a scan from the carrier on nov 29th or 30th, it was technically the same as getting it scanned on dec 2nd. It happened over a 100 times when we were shipping items that weekend. For example, we would be shipping a package on the 29th and we would use fed ex ground economy which would show delivery on dec 5th and we were covered, but even if we dropped it off on the evening of the 29th or early on the 30th it was just sitting til dec 2nd. If we moved the ship date to dec 2nd it would show that fed ex ground economy would not arrive til dec 9th and it was no longer covered and we had to use fed ex 2 day to be covered
Seller_qKazf8TmYbJNO
We shipped hundreds of orders that weekend and were wondering if we were going to be covered in the case of claims for a few reasons. A lot of the carriers were not moving packages on 3 out of 4, or all 4 of the days that weekend because of the holiday. So if we purchased the label through amazon, the system is assuming the product will be moved that day or the next day. but if we moved the ship date to dec 2nd which is when it would actually move, we were no longer covered through the service we were choosing. So even if we got a scan from the carrier on nov 29th or 30th, it was technically the same as getting it scanned on dec 2nd. It happened over a 100 times when we were shipping items that weekend. For example, we would be shipping a package on the 29th and we would use fed ex ground economy which would show delivery on dec 5th and we were covered, but even if we dropped it off on the evening of the 29th or early on the 30th it was just sitting til dec 2nd. If we moved the ship date to dec 2nd it would show that fed ex ground economy would not arrive til dec 9th and it was no longer covered and we had to use fed ex 2 day to be covered
