Amazon Buy Shipping and UPS Insurance - Not covered under A-to-Z ?
(1.) On Tuesday, January 7th we shipped the product for order 114-3861677-1387437 via Amazon Buy Shipping with full UPS insurance. The customer is in Mexico, and as usual UPS stated they couldn't 'reach the receiver' for customs clearance.
(2.) On February 25th the customer opened an A-to-Z claim claiming they had not received the package. This claim was found in the customer's favor, despite us having purchased the shipping label through Amazon's 'BUY SHIPPING' policy.
(3.) After appealing the AtoZ claim, Amazon directed us to start a claim with the carrier which we did on March 17th 2025.
(4.) Today UPS closed the claim, stating the package was returned to an Amazon warehouse "PHX IE MDU"
(5.) We purchased shipping through Amazon Buy Shipping which should have covered us for any shipping issues, AND we purchased insurance for the package as well. Now Amazon has the product, the customer has our money, and we have nothing. We've opened a case under ID 17547780181.
This is so completely ridiculous that it's hard to believe it's real. Hoping a mod can help with this. @KJ_Amazon ?
5 replies
Seller_OvL8C4BJWiuS9
Can't you file a claim for the insurance protection? Does Amazon's shipping cover issues related to customs?
Seller_6UnqM5af7cwSH
Thanks for the tags! That's what I thought too, but Amazon said we had to use the carrier insurance. We created a case this morning under case number 17547780181
Seller_6UnqM5af7cwSH
UPDATE: Amazon closed my case stating they 'stand by their original decision'.
So I cannot claim the insurance on the package because the package was returned to Amazon--INSTEAD OF ME--and Amazon refuses to cover me despite having used 'Buy Shipping'.
