A-to-Z appeal lost with signature proof
I had a customer claim they did not receive a package and that it was given to a stranger in their apartment when the USPS signature shows their name as the signer. They were not getting the desired refund from me via seller messages, so they went to A to Z and got a refund. I appealed and was denied "Thank you for taking the time to provide us with more information regarding your claim on order 111-2424892-2544263. Upon further review, we have decided to uphold our original decision."
I have opened a new Case# 13214278761 in the hopes someone will look at this objectively and see the USPS signature information.
A-to-Z appeal lost with signature proof
I had a customer claim they did not receive a package and that it was given to a stranger in their apartment when the USPS signature shows their name as the signer. They were not getting the desired refund from me via seller messages, so they went to A to Z and got a refund. I appealed and was denied "Thank you for taking the time to provide us with more information regarding your claim on order 111-2424892-2544263. Upon further review, we have decided to uphold our original decision."
I have opened a new Case# 13214278761 in the hopes someone will look at this objectively and see the USPS signature information.
21 replies
Seller_aWrza8YvWVgM1
Signature confirmation with Amazon is a joke. Amazon will claim that maybe someone else signed for the package and will always side with the buyer. Did you use Buy Shipping?
Seller_aV1Bh32hE0KND
Did you send a copy of the signature confirmation to the customer through Buyer-Seller Messaging?
Seller_oDrtF23VsXOi9
I did not send a picture although i confirmed what the tracking showed verbatim in a template reply I use.
Seller_aV1Bh32hE0KND
A copy of the signature confirmation must be sent to the customer through Buyer-Seller messaging in order to successfully defend/appeal an A-z claim. This is where the Rep will look for it when reviewing and deciding the claim.
Prevent an A-to-z Guarantee Claim
- When you promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favor, which is why signature delivery is helpful.
Respond to an A-to-z Guarantee Claim
- For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details
- Note that the text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information in Buyer-Seller Messages.
Appeal an A-to-z Guarantee Claim
- Note: The text box does not support attachments. If you must attach any documents, use Buyer-Seller Messages to attach documents and send it to the customer. State in your A-to-z Guarantee Claim response that you have attached (such as POD) in Buyer-Seller Messages.
++
It is not too late, send a copy of the signature confirmation to the customer through Buyer-Seller Messaging.
Appeal the A-z claim and include:
- Dispatch method, tracking number, customer’s delivery address, and carrier details and let the Rep know to view Buyer-Seller Messaging for the POD with signature confirmation.
Danika_Amazon
@Medic thank you, I literally could not have written that better myself. The links, the quotes--just, wow, thanks!
@Seller_oDrtF23VsXOi9Medic has given you some great advice here.
I hope this helps you with your claim. If you have any additional questions for me, I'm happy to assist--just let me know.
Thanks again,
Danika
Seller_oDrtF23VsXOi9
So i took a screenshot of the delivery proof from USPS site and sent to buyer via buyer-seller message.
I just got a reply back
"Hello,
We have reviewed the buyer’s claim and the information you provided for order 111-2424892-2544263.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon"
They are completely disregarding the signature on record with USPS confirming the buyers name is signed on it.
Seller_oDrtF23VsXOi9
Well, I attached the screenshot of delivery proof, and now the customer is using buyer-seller messaging to contact again about refund/returns and fishing for credits with a fanciful story about delivery driver - quote:
"Details: he delivery driver, when he handed me the package, he insulted me with the word "stupid black man" and hit me in the face. It was terrible. For this misunderstanding, I would like to receive moral compensation in the form of a $30 promo balance on my account to cover the physical mayhem.
please contact the customer "
The customer was already AtoZ refunded and I was hit with an ODR. Hopefully an amazon review team will actually look at this and see it for what it actually is.
The amazon message system also expects me to respond to this within 24 hours. I am at a loss here.
I would also like to point out I really appreciate the help.
Seller_aV1Bh32hE0KND
We can hopefully get the case opened again for a deeper investigation.
...but first, can you confirm that the USPS tracking acceptance scan proves that you shipped on or before the ship-by-date? (carrier picked-up does not count)... If USPS scanned it late or not until it reached its destination this may have a bearing on the A-z decision. (I'm assuming you did not purchase your shipping label through Amz)
Unbelievable, what a load of bs. The order was not even delivered by a "Delivery Driver" it would've been delivered by a USPS postal worker.
Mark the message as 'No Response needed'; you do not want to engage with this crazy person and also use the 'Report Message' option at the bottom of the message.
This message will help with your case; the customer just admitted he received the package and hopefully, Amz will flag his buyer Account for misconduct.
A-to-Z appeal lost with signature proof
I had a customer claim they did not receive a package and that it was given to a stranger in their apartment when the USPS signature shows their name as the signer. They were not getting the desired refund from me via seller messages, so they went to A to Z and got a refund. I appealed and was denied "Thank you for taking the time to provide us with more information regarding your claim on order 111-2424892-2544263. Upon further review, we have decided to uphold our original decision."
I have opened a new Case# 13214278761 in the hopes someone will look at this objectively and see the USPS signature information.
A-to-Z appeal lost with signature proof
I had a customer claim they did not receive a package and that it was given to a stranger in their apartment when the USPS signature shows their name as the signer. They were not getting the desired refund from me via seller messages, so they went to A to Z and got a refund. I appealed and was denied "Thank you for taking the time to provide us with more information regarding your claim on order 111-2424892-2544263. Upon further review, we have decided to uphold our original decision."
I have opened a new Case# 13214278761 in the hopes someone will look at this objectively and see the USPS signature information.
A-to-Z appeal lost with signature proof
I had a customer claim they did not receive a package and that it was given to a stranger in their apartment when the USPS signature shows their name as the signer. They were not getting the desired refund from me via seller messages, so they went to A to Z and got a refund. I appealed and was denied "Thank you for taking the time to provide us with more information regarding your claim on order 111-2424892-2544263. Upon further review, we have decided to uphold our original decision."
I have opened a new Case# 13214278761 in the hopes someone will look at this objectively and see the USPS signature information.
21 replies
21 replies
Seller_aWrza8YvWVgM1
Signature confirmation with Amazon is a joke. Amazon will claim that maybe someone else signed for the package and will always side with the buyer. Did you use Buy Shipping?
Seller_aV1Bh32hE0KND
Did you send a copy of the signature confirmation to the customer through Buyer-Seller Messaging?
Seller_oDrtF23VsXOi9
I did not send a picture although i confirmed what the tracking showed verbatim in a template reply I use.
Seller_aV1Bh32hE0KND
A copy of the signature confirmation must be sent to the customer through Buyer-Seller messaging in order to successfully defend/appeal an A-z claim. This is where the Rep will look for it when reviewing and deciding the claim.
Prevent an A-to-z Guarantee Claim
- When you promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favor, which is why signature delivery is helpful.
Respond to an A-to-z Guarantee Claim
- For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details
- Note that the text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information in Buyer-Seller Messages.
Appeal an A-to-z Guarantee Claim
- Note: The text box does not support attachments. If you must attach any documents, use Buyer-Seller Messages to attach documents and send it to the customer. State in your A-to-z Guarantee Claim response that you have attached (such as POD) in Buyer-Seller Messages.
++
It is not too late, send a copy of the signature confirmation to the customer through Buyer-Seller Messaging.
Appeal the A-z claim and include:
- Dispatch method, tracking number, customer’s delivery address, and carrier details and let the Rep know to view Buyer-Seller Messaging for the POD with signature confirmation.
Danika_Amazon
@Medic thank you, I literally could not have written that better myself. The links, the quotes--just, wow, thanks!
@Seller_oDrtF23VsXOi9Medic has given you some great advice here.
I hope this helps you with your claim. If you have any additional questions for me, I'm happy to assist--just let me know.
Thanks again,
Danika
Seller_oDrtF23VsXOi9
So i took a screenshot of the delivery proof from USPS site and sent to buyer via buyer-seller message.
I just got a reply back
"Hello,
We have reviewed the buyer’s claim and the information you provided for order 111-2424892-2544263.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon"
They are completely disregarding the signature on record with USPS confirming the buyers name is signed on it.
Seller_oDrtF23VsXOi9
Well, I attached the screenshot of delivery proof, and now the customer is using buyer-seller messaging to contact again about refund/returns and fishing for credits with a fanciful story about delivery driver - quote:
"Details: he delivery driver, when he handed me the package, he insulted me with the word "stupid black man" and hit me in the face. It was terrible. For this misunderstanding, I would like to receive moral compensation in the form of a $30 promo balance on my account to cover the physical mayhem.
please contact the customer "
The customer was already AtoZ refunded and I was hit with an ODR. Hopefully an amazon review team will actually look at this and see it for what it actually is.
The amazon message system also expects me to respond to this within 24 hours. I am at a loss here.
I would also like to point out I really appreciate the help.
Seller_aV1Bh32hE0KND
We can hopefully get the case opened again for a deeper investigation.
...but first, can you confirm that the USPS tracking acceptance scan proves that you shipped on or before the ship-by-date? (carrier picked-up does not count)... If USPS scanned it late or not until it reached its destination this may have a bearing on the A-z decision. (I'm assuming you did not purchase your shipping label through Amz)
Unbelievable, what a load of bs. The order was not even delivered by a "Delivery Driver" it would've been delivered by a USPS postal worker.
Mark the message as 'No Response needed'; you do not want to engage with this crazy person and also use the 'Report Message' option at the bottom of the message.
This message will help with your case; the customer just admitted he received the package and hopefully, Amz will flag his buyer Account for misconduct.
Seller_aWrza8YvWVgM1
Signature confirmation with Amazon is a joke. Amazon will claim that maybe someone else signed for the package and will always side with the buyer. Did you use Buy Shipping?
Seller_aWrza8YvWVgM1
Signature confirmation with Amazon is a joke. Amazon will claim that maybe someone else signed for the package and will always side with the buyer. Did you use Buy Shipping?
Seller_aV1Bh32hE0KND
Did you send a copy of the signature confirmation to the customer through Buyer-Seller Messaging?
Seller_aV1Bh32hE0KND
Did you send a copy of the signature confirmation to the customer through Buyer-Seller Messaging?
Seller_oDrtF23VsXOi9
I did not send a picture although i confirmed what the tracking showed verbatim in a template reply I use.
Seller_oDrtF23VsXOi9
I did not send a picture although i confirmed what the tracking showed verbatim in a template reply I use.
Seller_aV1Bh32hE0KND
A copy of the signature confirmation must be sent to the customer through Buyer-Seller messaging in order to successfully defend/appeal an A-z claim. This is where the Rep will look for it when reviewing and deciding the claim.
Prevent an A-to-z Guarantee Claim
- When you promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favor, which is why signature delivery is helpful.
Respond to an A-to-z Guarantee Claim
- For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details
- Note that the text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information in Buyer-Seller Messages.
Appeal an A-to-z Guarantee Claim
- Note: The text box does not support attachments. If you must attach any documents, use Buyer-Seller Messages to attach documents and send it to the customer. State in your A-to-z Guarantee Claim response that you have attached (such as POD) in Buyer-Seller Messages.
++
It is not too late, send a copy of the signature confirmation to the customer through Buyer-Seller Messaging.
Appeal the A-z claim and include:
- Dispatch method, tracking number, customer’s delivery address, and carrier details and let the Rep know to view Buyer-Seller Messaging for the POD with signature confirmation.
Seller_aV1Bh32hE0KND
A copy of the signature confirmation must be sent to the customer through Buyer-Seller messaging in order to successfully defend/appeal an A-z claim. This is where the Rep will look for it when reviewing and deciding the claim.
Prevent an A-to-z Guarantee Claim
- When you promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favor, which is why signature delivery is helpful.
Respond to an A-to-z Guarantee Claim
- For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details
- Note that the text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information in Buyer-Seller Messages.
Appeal an A-to-z Guarantee Claim
- Note: The text box does not support attachments. If you must attach any documents, use Buyer-Seller Messages to attach documents and send it to the customer. State in your A-to-z Guarantee Claim response that you have attached (such as POD) in Buyer-Seller Messages.
++
It is not too late, send a copy of the signature confirmation to the customer through Buyer-Seller Messaging.
Appeal the A-z claim and include:
- Dispatch method, tracking number, customer’s delivery address, and carrier details and let the Rep know to view Buyer-Seller Messaging for the POD with signature confirmation.
Danika_Amazon
@Medic thank you, I literally could not have written that better myself. The links, the quotes--just, wow, thanks!
@Seller_oDrtF23VsXOi9Medic has given you some great advice here.
I hope this helps you with your claim. If you have any additional questions for me, I'm happy to assist--just let me know.
Thanks again,
Danika
Danika_Amazon
@Medic thank you, I literally could not have written that better myself. The links, the quotes--just, wow, thanks!
@Seller_oDrtF23VsXOi9Medic has given you some great advice here.
I hope this helps you with your claim. If you have any additional questions for me, I'm happy to assist--just let me know.
Thanks again,
Danika
Seller_oDrtF23VsXOi9
So i took a screenshot of the delivery proof from USPS site and sent to buyer via buyer-seller message.
I just got a reply back
"Hello,
We have reviewed the buyer’s claim and the information you provided for order 111-2424892-2544263.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon"
They are completely disregarding the signature on record with USPS confirming the buyers name is signed on it.
Seller_oDrtF23VsXOi9
So i took a screenshot of the delivery proof from USPS site and sent to buyer via buyer-seller message.
I just got a reply back
"Hello,
We have reviewed the buyer’s claim and the information you provided for order 111-2424892-2544263.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon"
They are completely disregarding the signature on record with USPS confirming the buyers name is signed on it.
Seller_oDrtF23VsXOi9
Well, I attached the screenshot of delivery proof, and now the customer is using buyer-seller messaging to contact again about refund/returns and fishing for credits with a fanciful story about delivery driver - quote:
"Details: he delivery driver, when he handed me the package, he insulted me with the word "stupid black man" and hit me in the face. It was terrible. For this misunderstanding, I would like to receive moral compensation in the form of a $30 promo balance on my account to cover the physical mayhem.
please contact the customer "
The customer was already AtoZ refunded and I was hit with an ODR. Hopefully an amazon review team will actually look at this and see it for what it actually is.
The amazon message system also expects me to respond to this within 24 hours. I am at a loss here.
I would also like to point out I really appreciate the help.
Seller_oDrtF23VsXOi9
Well, I attached the screenshot of delivery proof, and now the customer is using buyer-seller messaging to contact again about refund/returns and fishing for credits with a fanciful story about delivery driver - quote:
"Details: he delivery driver, when he handed me the package, he insulted me with the word "stupid black man" and hit me in the face. It was terrible. For this misunderstanding, I would like to receive moral compensation in the form of a $30 promo balance on my account to cover the physical mayhem.
please contact the customer "
The customer was already AtoZ refunded and I was hit with an ODR. Hopefully an amazon review team will actually look at this and see it for what it actually is.
The amazon message system also expects me to respond to this within 24 hours. I am at a loss here.
I would also like to point out I really appreciate the help.
Seller_aV1Bh32hE0KND
We can hopefully get the case opened again for a deeper investigation.
...but first, can you confirm that the USPS tracking acceptance scan proves that you shipped on or before the ship-by-date? (carrier picked-up does not count)... If USPS scanned it late or not until it reached its destination this may have a bearing on the A-z decision. (I'm assuming you did not purchase your shipping label through Amz)
Unbelievable, what a load of bs. The order was not even delivered by a "Delivery Driver" it would've been delivered by a USPS postal worker.
Mark the message as 'No Response needed'; you do not want to engage with this crazy person and also use the 'Report Message' option at the bottom of the message.
This message will help with your case; the customer just admitted he received the package and hopefully, Amz will flag his buyer Account for misconduct.
Seller_aV1Bh32hE0KND
We can hopefully get the case opened again for a deeper investigation.
...but first, can you confirm that the USPS tracking acceptance scan proves that you shipped on or before the ship-by-date? (carrier picked-up does not count)... If USPS scanned it late or not until it reached its destination this may have a bearing on the A-z decision. (I'm assuming you did not purchase your shipping label through Amz)
Unbelievable, what a load of bs. The order was not even delivered by a "Delivery Driver" it would've been delivered by a USPS postal worker.
Mark the message as 'No Response needed'; you do not want to engage with this crazy person and also use the 'Report Message' option at the bottom of the message.
This message will help with your case; the customer just admitted he received the package and hopefully, Amz will flag his buyer Account for misconduct.
