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USD 545 Chargeback was funded from my account because "I did not deliver the item". UPS just gave me a proof of delivery.
We received an Amazon order labeled "Signature confirmation recommended." We fulfilled and shipped the order on time, and UPS attempted to deliver it to the address but could not get a signature. It then forwarded the package to a UPS access point so the recipient could pick it up there.
While the item was awaiting pickup, a chargeback was filed for this order. I provided Amazon with all the information to represent my case.
Amazon funded this chargeback from my account, arguing that I did not deliver the package. The tracking showed that the package had been waiting to be picked up for over a month, so I had to request UPS return it. The package should have been returned automatically a week after nobody claimed it, but over a month had passed, and the tracking showed that the package was still waiting. Despite multiple requests, the package was never returned to us.
I tried to open an investigation with UPS to locate the package, but they closed it the next day because I'm an Amazon seller, and Amazon is the one who needs to request an investigation.
I've called UPS multiple times to try to reopen the investigation and locate the package, and I keep requesting its return. However, today, they closed the investigation again and sent me proof of delivery that does not clearly state when or to whom the package was delivered.
I replied to the chargeback team's funding decision email explaining the situation and sending them the proof of delivery provided, to no avail.
This is a USD 545 value item.
Order # is 111-2922278-4560221
I don't know what else to do to resolve this issue. Please help
Thank you!
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