Losing A-to-Z Claims, but Support response says enough information was proivded and verifies the customer recevied the item?
Hi! I am posting as I am confused by how we have lost now lost 2 A-to-Z claims in the past month where Support says, "The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate. " and the claim is Seller-Funded. We have been selling since 2020 and normally anytime we provided proof of delivery for "Order Not Received" claims we would win them and they would be Amazon-Funded. We unsure what we can do to stop losing these claims considering Amazon support states in their responses that we did everything correctly. These are high dollar orders as with most of our sales, we have tried opening cases but they just get transferred to the A-to-Z claims department without any updates. Can a mod please give us more information to what we can do or how to go about these being resolved? We rarely lose A-to-Z claims and now have lost multiple within 3 weeks without valid reasoning.
14 replies
Seller_wkFHn7hM1vOrC
@Danny_Amazon any help would be appreciated.
Seller_ItzmQ2WaIKQN3
No one will help you. Amazon train their team to reject any claim.
Sorry to say this. But that's what's going on in amazon currently.
Best of luck of you got some help.
Seller_3mS7x0speznAT
Are you using Amazon Buy shipping? Every time this happens for us, they cover it. But we are using Buy Shipping.
Seller_wnc1pjYEF5ZqF
While they're trained to reject, OP is in the right and should be covered. Keep fighting and he should get help.
Seller_lCX40xAkSs1xm
We just lost a claim worth $1844.09 even though the person who ordered the item signed the delivery receipt. It is theft and us sellers are being abused.
Seller_xlf3vF516IRli
Here's the scenario where Amazon will cover the cost:
You use Buy Shipping.
Thats it. Period. No other path.
If it's a high dollar item, you should be getting a signature on delivery as well. If you DONT use Buy Shipping, your only recourse will be to file a claim with the carrier.
If you used USPS, and it was under $100, the insurance is worth up to $100 on that order. You may need to file several appeals, but they usually pay in the end. If it was over $100 and you didn't add additional insurance, then the max you can claim is $100 plus the shipping cost. I usually have to file 2 appeals before they pay out on claims where it shows delivery. It also helps to take the label number to your local post office and have them check the GPS delivery location before you file a claim. If it was clearly delivered wrong, thats something that should be included in your claim info when filing.
I don't know anything about UPS or Fedex Claims outside of Amazon shipping. I've only ever had to file late delivery claims for guaranteed services and both have been pretty good about paying in those circumstances in the past for me.
If you used Buy Shipping to buy the shipping labels for these orders, then you need to APPEAL AND APPEAL to get someone to look at it and see that these should have been covered under the buy shipping program if you Shipped ON TIME (and theres a carrier scan to prove that).
Seller_lCX40xAkSs1xm
Can't do it. We ship via LTL, which is not eligible for Buy Shipping.
You use Buy Shipping.
Thats it. Period. No other path.
Seller_IFRrkIcoHoGF8
GOOD.LUCK. AMAZON DOING ALLOT OF SCAMS LATELY. AND DENYING SELLERS EVEN WITH EVIDENCE!!!!
Seller_Sram36TnVt73c
you have to purchase claims-protected shipping through Amazon, and the carrier has to show a pickup/possession scan ON THEIR WEBSITE on or before Amazon's ship-by date.
