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A-z claim for Order ID: 114-3669732-0705034
Hello there,
I have a frustrating issue with the claim filed by the customer from Order 114-3669732-0705034. They are claiming that the package was never delivered but when we checked the tracking number 416491642145 from FEDEX, confirmed that it was delivered to their address.
Please help us escalate.
@Danny_Amazon@
4 replies
Seller_Jh0LViGOSYG0E
@Cade_Amazon @Charly_Amazon @Danika_Amazon @Dominic_Amazon@Dougal_Amazon@Emet_Amazon@Joey_Amazon@LeviDylan_Amazon@Micah_Amazon@Michelle_Amazon@Quincy_Amazon@Roberto_Amazon@Sandy_Amazon@SEAmod@Steve_Amazon@Tatiana_Amazon@Troy_Amazon@Topher_Amazon@Veronica_Amazon
Seller_R2dP7Hunjcdj0
Just because the package was Delivered to the address does NOT prove that the recipient actually received it. The internet is full of ring-cam videos of packages being stolen by "Porch-Pirates", and every one of those packages displayed as "Delivered" when tracked.
This is the essence of the Amazon Seller Protection Policy; it is insurance against this exact situation.
IF you purchased Postage using "Amazon Buy Shipping" AND you ship "On-Time" as scheduled by Amazon (packaged scanned into the Carrier's possession BEFORE the close of the Ship-By window), THEN you are completely protected from any Negative consequences that arise from ANY "Problem with Delivery" of the package. This includes "LATE" as well as "MISSING".
If you did NOT follow the above procedure, then you WILL lose the A-Z Claim AND take an ODR "Hit" on your metrics.
IF you were NOT covered by the Policy, then you SHOULD Refund the Buyer BEFORE Amazon does to avoid the Metrics hit.
My advice is, ALWAYS purchase Postage using "Amazon Buy Shipping" and ALWAYS ship "On-Time" as defined by Amazon.
It is cheap insurance against this type of Loss.
Good Luck!
TaylorR_Amazon
Hello @Seller_Jh0LViGOSYG0E, did you use Buy Shipping?
To respond to an A-to-z Claim notification:
- From the Performance menu, select A-to-z Guarantee Claims.
- In the Action required tab (which is the default tab), find the relevant claim and select Respond to Amazon.
- Enter your comments in the text box and include any information that may help us better understand the Claim and your position on whether it should be granted.
- Click Submit.
You have 30 days to submit an appeal. To appeal an A-to-z claim:
- From the Performance menu, select A-to-z Guarantee Claims.
- Click the Option to Appeal tab, find the relevant Claim and select Appeal decision.
- Follow the appeal instructions and upload proof of delivery or other documentation that supports your reason for appealing.
- Select Submit.
Let me know if you have any questions!
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