Customer claimed package not received, Amazon immediately refunded, Safe-T claim submitted, Need Help with Amazon's response
The response I received from Amazon about my claim was absolutely ridiculous. I opened up a claim because customer stated package was not received and Amazon immediately refunded the money. I sent Amazon screenshots of the tracking information and the actual UPS photo showing the package was sitting outside his front door.
This is Amazon's response to my claim# 66037-91017-9658404:
We need some additional information to complete the review of your SAFE-T claim for the order 112-2052374-5955440.
Next steps:
To proceed with your claim, provide the following information within 7 calendar days of receiving this request.
-- The details of why you are requesting a reimbursement.
-- Photographic evidence of the damage or difference with the original item. Please note that images of packaging will not suffice.
-- An image of the return mailing label on the package. Do not use the digital file or the RMA image and make sure that the image is clear.
-- An invoice document that lists the serial ID or unique device identifier, such as the barcode scanner, of the item that was sold.
-- A certification from the manufacturer that confirms that the item is working in perfect condition.
-- The tracking ID of the shipment.
-- Any additional documentation that you think may support your claim.
I already stated when I opened the claim why I was seeking reimburesement. I submitted screenshots of the delivery photograph. I also submitted the tracking# and the tracking history with proof that it was delivered. AN INVOICE DOCUMENT? YOU ALREADY HAVE THE INVOICE BECAUSE THEY BOUGHT MY PRODUCT THROUGH YOU! I am the manufacturer of this tea. I don't ship out broken bottles.
Can someone look into this? I feel that I received an AI response that doesn't even address my issue. I want my money back please. Thank you.
0 replies
Seller_Sram36TnVt73c
Did Amazon refund through an a-to-z claim or did they just do it outside of that process?
Did you buy your shipping on Amazon and does the tracking information on the carriers website indicate it was picked up on or before Amazon's ship by date?
Seller_R2dP7Hunjcdj0
Assuming that you are selling under the FBM model and NOT the FBA model.
This seems to be a recurring theme lately.
Allow me to Help you by explaining what occurred, and what you can do to avoid this in the future.
MANY Amazon Sellers harbor the belief that IF the Tracking displays as "Delivered", then Amazon considers that package Delivered and the matter Closed.
THIS IS NOT THE CASE.
A photo of the Delivered package is worthless, and is NOT "Proof of Delivery" according to Amazon.
Amazon does NOT consider the package to be Delivered UNTIL the recipient actually receives the package.
This means that IF the Buyer reports INR (item Not Received), Amazon WILL believe them.
The reason for this is because: PACKAGES CAN BE STOLEN WHEN DELIVERED TO AN UNATTENDED LOCATION.
All you need do is a quick internet search under the term "Porch-Pirate" and you will find an massive array of camera footage of this type of theft. It is most common during the Holidays, but can (and does) happen every single day somewhere.
Every one of those Stolen Packages ALSO displayed as "Delivered", right? But we can all agree that the recipient NEVER received the package... Right?
Now try this thought exercise:
Instead of being the "Seller" here, pretend for a moment that you are the "Buyer". All you want is your purchase, right? IF it gets stolen from your door/porch/mailbox/etc., YOU are able to contact Amazon AND be eligible for a Replacement or a Refund, right?
Now imagine for a moment how your Sales (and ALL of our Sales) would be affected IF Amazon were to make the Buyer responsible for stolen packages?
You don't need much of an imagination to realize that it would be the virtual DEATH of online sales for ANYTHING that does not ship with a Signature Required for Delivery.
This is the MAIN reason Amazon provides Seller Protection IF you follow the Policy:
IF you purchase Postage using Amazon Buy Shipping, AND you make SURE the first physical scan of the package transferring possession to the Carrier, AND you make SURE to always reply to the Buyer's messages within 48 hours (less than 24 is preferred), AND the package experiences ANY "Problem with Delivery:, THEN Amazon will 1) Fund the INR Claim, 2) will NOT count the INR Claim against your Seller Metrics, AND 3) will protect you from Retaliatory Negative Feedback.
If you are NOT within Policy, then you leave yourself wide-open to Seller-Funding all INR Claims arising due to any Problem with Delivery.
Think of it as "INR A-Z Claim Insurance". It is a GREAT value!
Now, on to problem #2: "Safe-T claim submitted".
If the Seller reports any Problem with Delivery, the Buyer is supposed to file an A-Z Claim for INR, and you are within Amazon Seller Protection Policy parameters, Amazon will take care of it.
The Safe-T Claim is used for when the Buyer receives back a Returned product "Returned in Materially Different Condition than Originally Shipped".
Since Amazon automatically Refunded the Buyer (rather than issuing an A-Z Claim as they SHOULD have done), it really IS an Amazon Error, and since Amazon refunded the Buyer, you SHOULD be able to file a Safe-T Claim since Amazon themselves violated Policy.
It was the Automatic Refund by the Amazon Rep that prevented the A-Z Claim that SHOULD have been initiated. There is where the breakdown occurred, and where you need to focus with an Amazon Seller Rep.
But remember, in the fine print of your Seller agreement is that Amaozn reserves the right to Refund your Buyer at Amazon's discretion.
In MY experience, the Value of reimbursement for a Safe-T Claim is usually around 20% of the original captured sale amount, so it is hardly worth the effort. I suspect this is deliberate by Amazon, as one of the many ways that they put pressure on FBM Sellers in order to convince them to switch to becoming FBA Sellers.
Where Amazon REALLY makes their money!
