"Buy Amazon Shipping" A-Z claim protection questions
We have been using "Buy Amazon Shipping" service for all of our orders for a long time. However just 2 weeks ago, a buyer filed an A-Z claim as "item not received". The carrier UPS has the order delivered to the correct address. The first claim was denied to the buyer and the buyer filed the claim again with the same reason with a comment "received an empty box" then the claim was granted to the buyer. We messaged the buyer before the first claim was filed and was told that the box delivered torn and damaged. We tried appealed the decision and got the answer from Amazon saying "Although we understand your position, we stand by our decision." We would like to have some clear understanding of this "Buy Amazon Shipping" claim protection policy. Thank you for all your help in advance.
17 replies
Seller_CW0P5hgbsiqWX
Appeals are only as good as to how well-crafted they were in the first place. Understanding how buyers can make your situation happen, is also beneficial.
You won the first INR claim, and the buyer was not happy without a refund. So, the buyer calls Customer Service and rants about how the big bad seller is taking advantage of him and demands his payment back. CS will refund on the spot from your account, and it shows up in your account as an A-Z claim.
By Default, this works for the buyer (and Amazon) because you do not know what the buyer said to the CS Rep. Therefore, you have no defense in the second appeal.
The only defense would be to say Amazon denied the first INR claim, and the second CS Rep, failed to adhere to Amazon prior decision.
Seller_CW0P5hgbsiqWX
Give @SEAmodsuggestion a try. She usually doesn't comment on things she can't make a difference on.
SEAmod
@Seller_hJqLWFATYG5X1
I am confused because I only see one A-to-z claim for your Order 113-3152943-8421810. Can you help me understand what happened. I do see the claim filed for "received an empty box" but I don't see a claim before that which was denied as you say in your opening post.
"Buy Amazon Shipping" A-Z claim protection questions
We have been using "Buy Amazon Shipping" service for all of our orders for a long time. However just 2 weeks ago, a buyer filed an A-Z claim as "item not received". The carrier UPS has the order delivered to the correct address. The first claim was denied to the buyer and the buyer filed the claim again with the same reason with a comment "received an empty box" then the claim was granted to the buyer. We messaged the buyer before the first claim was filed and was told that the box delivered torn and damaged. We tried appealed the decision and got the answer from Amazon saying "Although we understand your position, we stand by our decision." We would like to have some clear understanding of this "Buy Amazon Shipping" claim protection policy. Thank you for all your help in advance.
"Buy Amazon Shipping" A-Z claim protection questions
We have been using "Buy Amazon Shipping" service for all of our orders for a long time. However just 2 weeks ago, a buyer filed an A-Z claim as "item not received". The carrier UPS has the order delivered to the correct address. The first claim was denied to the buyer and the buyer filed the claim again with the same reason with a comment "received an empty box" then the claim was granted to the buyer. We messaged the buyer before the first claim was filed and was told that the box delivered torn and damaged. We tried appealed the decision and got the answer from Amazon saying "Although we understand your position, we stand by our decision." We would like to have some clear understanding of this "Buy Amazon Shipping" claim protection policy. Thank you for all your help in advance.
17 replies
17 replies
Seller_CW0P5hgbsiqWX
Appeals are only as good as to how well-crafted they were in the first place. Understanding how buyers can make your situation happen, is also beneficial.
You won the first INR claim, and the buyer was not happy without a refund. So, the buyer calls Customer Service and rants about how the big bad seller is taking advantage of him and demands his payment back. CS will refund on the spot from your account, and it shows up in your account as an A-Z claim.
By Default, this works for the buyer (and Amazon) because you do not know what the buyer said to the CS Rep. Therefore, you have no defense in the second appeal.
The only defense would be to say Amazon denied the first INR claim, and the second CS Rep, failed to adhere to Amazon prior decision.
Seller_CW0P5hgbsiqWX
Give @SEAmodsuggestion a try. She usually doesn't comment on things she can't make a difference on.
SEAmod
@Seller_hJqLWFATYG5X1
I am confused because I only see one A-to-z claim for your Order 113-3152943-8421810. Can you help me understand what happened. I do see the claim filed for "received an empty box" but I don't see a claim before that which was denied as you say in your opening post.
Seller_CW0P5hgbsiqWX
Appeals are only as good as to how well-crafted they were in the first place. Understanding how buyers can make your situation happen, is also beneficial.
You won the first INR claim, and the buyer was not happy without a refund. So, the buyer calls Customer Service and rants about how the big bad seller is taking advantage of him and demands his payment back. CS will refund on the spot from your account, and it shows up in your account as an A-Z claim.
By Default, this works for the buyer (and Amazon) because you do not know what the buyer said to the CS Rep. Therefore, you have no defense in the second appeal.
The only defense would be to say Amazon denied the first INR claim, and the second CS Rep, failed to adhere to Amazon prior decision.
Seller_CW0P5hgbsiqWX
Appeals are only as good as to how well-crafted they were in the first place. Understanding how buyers can make your situation happen, is also beneficial.
You won the first INR claim, and the buyer was not happy without a refund. So, the buyer calls Customer Service and rants about how the big bad seller is taking advantage of him and demands his payment back. CS will refund on the spot from your account, and it shows up in your account as an A-Z claim.
By Default, this works for the buyer (and Amazon) because you do not know what the buyer said to the CS Rep. Therefore, you have no defense in the second appeal.
The only defense would be to say Amazon denied the first INR claim, and the second CS Rep, failed to adhere to Amazon prior decision.
Seller_CW0P5hgbsiqWX
Give @SEAmodsuggestion a try. She usually doesn't comment on things she can't make a difference on.
Seller_CW0P5hgbsiqWX
Give @SEAmodsuggestion a try. She usually doesn't comment on things she can't make a difference on.
SEAmod
@Seller_hJqLWFATYG5X1
I am confused because I only see one A-to-z claim for your Order 113-3152943-8421810. Can you help me understand what happened. I do see the claim filed for "received an empty box" but I don't see a claim before that which was denied as you say in your opening post.
SEAmod
@Seller_hJqLWFATYG5X1
I am confused because I only see one A-to-z claim for your Order 113-3152943-8421810. Can you help me understand what happened. I do see the claim filed for "received an empty box" but I don't see a claim before that which was denied as you say in your opening post.
