AtoZ claim for high value item
Hi, order 701-2993529-6615462 was shipped late and the estimate delivery was 2 days late. I had informed buyer about this and also offered to wave off the shipping charges and he agreed. On the delivery date, buyer requests to UPS that the package be held at nearby location. Next day he files an AtoZ claim and also contacts giving the message below. The value of the item is 1500 and I see the claim is granted but the item is still held at UPS location which he may pickup at any time. I have contacted amazon support multiple times through chat but no proper response. I have been responding promptly throughout on amazon messaging.
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B0CHZ6R4GV
Order number: 701-2993529-6615462
Return requested: No
Reason for contact: cx needed the item for a birth day present , no the item is marked as undeliverable , requesting refund or replacement for the item , requesting to consider this with high priority
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
AtoZ claim for high value item
Hi, order 701-2993529-6615462 was shipped late and the estimate delivery was 2 days late. I had informed buyer about this and also offered to wave off the shipping charges and he agreed. On the delivery date, buyer requests to UPS that the package be held at nearby location. Next day he files an AtoZ claim and also contacts giving the message below. The value of the item is 1500 and I see the claim is granted but the item is still held at UPS location which he may pickup at any time. I have contacted amazon support multiple times through chat but no proper response. I have been responding promptly throughout on amazon messaging.
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B0CHZ6R4GV
Order number: 701-2993529-6615462
Return requested: No
Reason for contact: cx needed the item for a birth day present , no the item is marked as undeliverable , requesting refund or replacement for the item , requesting to consider this with high priority
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
0 replies
Seller_uEnQr2eDOW4d2
Hi, The item was picked up by the customer and I see the amount being deducted. The claim was closed stating the information below. "The carrier was not able to deliver the item to the customer. Tracking shows that the shipment is being returned to you. We have debited the amount from your account but have not counted the claim against your Order Defect Rate because we understand that the delivery problem was out of your control".
But the tracking shows clearly that the customer requested it to be held at UPS location and then picked it up once the amount was debited. I had appealed and provided evidence that it was the buyer who requested the item to be held up at ups store and also while the item was at store he raised atoz claim and then picked up the item once the claim was granted. I provided tracking information with proof of signature but amazon still denied my appeal with the following information "We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery."
Some one please advice. I am a very small seller and the value of the item affects my ability to sell items in future
Seller_LTv2zrpA8Qcn1
It's not necessarily the buyer. But if it is, it is well orchestrated....
Nonetheless Google "ups receiver request package held scam amazon" and you will see your situation is not uncommon. However, some "recipients" are claiming UPS tells them items were picked up, when they were not, etc.
Doesn't sound good for you either way.
Have you contacted the buyer since?
