I purchased a label through Seller Central, and it stated 'OTDR Protected' on the label.

Order details:

Deliver by: Fri, Aug 2, 2024 PDT to Wed, Aug 7, 2024 PDT.

The tracking number shows that the order was delivered on August 7. The customer claimed that they did not receive their order, and when they initiated an A-to-z Claim, Amazon satisfied the complaint, deducted the money from Seller Central, and counted this claim against my account metrics. The appeal did not help. What is the point of OTDR Protected then?

I opened the safe-t claim stating that I'm covered by AMAZON BUY SHIP PROTECTION. All needed is 3 things, buy your shipping label through amazon, ship on time and the order was refunded by customer service if the item is lost in the mail. The page is here https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397 . All 3 of the criteria I met.

Claim was denied by the SAFE-T team for the reason "customer didn't take delivery of the order".

I'm perplexed how they could deny me after I quote policy and even included a screen shot of it in my claim. It's a very simple case of an item getting lost in the mail. In my history I've had a few AtoZ claims for orders lost in the mail which I was REIMBURSED for, this is my first SAFE-T of this type.

Does amazon simply deny all claims nowadays?

Hello,

we need some help with an A-Z claim decision.

Order ID: 111-2783229-6368214

-Order shipped on Tue, Jun 4, 2024

-Carrier: SDA

-Tracking number: 1UW18UN036694

-Delivered on June 6th, 2024

Customer stated that according to her, the package was lost and wanted to be refunded.

We replied that the package had been delivered on 6/6/2024 as per the SDA tracking number. The customer did not respond to us but opened a Claim on June 29, claiming that she had not received anything.

Amazon refunded the claim with our money and negatively affected our performance.

On July 3, we contacted the customer by phone to explain the situation and she confirmed that she had received the bag on June 6, as shown in the shipment tracking.

Customer confirmed that she received our bag but Amazon granted the Claim.

What can we do now? We have already appealed the claim but it was no use even though tracking and customer confirmed that the package was delivered!