A-to-Z Claim Approved Despite Proof of Delivery and Protection
Hi,
I'm reaching out to get some advice and share my frustration about a recent A-to-Z claim. The situation is as follows
We shipped the item through USPS using a label purchased from Veeqo, which provides both claims protection and OTDR protection. According to the tracking number 9334620111470166086231, the package was delivered on January 13, 2025, at 1:29 PM to the customer's front door in Bolton, MA.
Despite this, the customer filed an A-to-Z claim, and to our surprise, the claim was approved, and the funds were deducted from our account.
We contested the decision and provided Amazon with the proof of delivery, but our appeal was denied. How can a claim be granted when there’s solid evidence the item was delivered? This not only seems unfair but also undermines seller protection policies like OTDR.
Has anyone else faced a similar issue? How did you handle it? Any input or advice would be greatly appreciated.
Thanks for your time!
A-to-Z Claim Approved Despite Proof of Delivery and Protection
Hi,
I'm reaching out to get some advice and share my frustration about a recent A-to-Z claim. The situation is as follows
We shipped the item through USPS using a label purchased from Veeqo, which provides both claims protection and OTDR protection. According to the tracking number 9334620111470166086231, the package was delivered on January 13, 2025, at 1:29 PM to the customer's front door in Bolton, MA.
Despite this, the customer filed an A-to-Z claim, and to our surprise, the claim was approved, and the funds were deducted from our account.
We contested the decision and provided Amazon with the proof of delivery, but our appeal was denied. How can a claim be granted when there’s solid evidence the item was delivered? This not only seems unfair but also undermines seller protection policies like OTDR.
Has anyone else faced a similar issue? How did you handle it? Any input or advice would be greatly appreciated.
Thanks for your time!
0 replies
Seller_OvL8C4BJWiuS9
Was the package scanned by the carrier as |accepted" on or before the ship by date?
KJ_Amazon
Hello @Seller_7gLMPh7d2HtKE. I am following up on your question about that A-to-Z Claim.
Amazon Buy Shipping protections
Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
- The buyer was reimbursed by Amazon for not receiving their package.
- The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service.
- The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
I was able to review that shipment and the claim details. Based on the carrier tracking information, it was not shipped on time and thus did not qualify for Buy Shipping protection. I see that the shipment was not counted against your metrics.
KJ_Amazon
