Ongoing headache and tracking issue with UPS Ground Saver through Amazon Buy Shipping
A few months ago Amazon rolled out UPS Ground Saver as part of their Partner Buy Shipping Services and have really worked hard to funnel most of the orders we send out through that. For those who don't know, UPS takes the package to the buyer's local Post Office and then hands it off to USPS for final delivery. Which is all well and good....
HOWEVER, there is a major problem with what is happening when that handoff happens. What happens is when UPS hands off the package to the Post Office, the buyer is getting notified that the package has been delivered. And when the buyer goes to the order tracking it is showing as "Delivered". But it has not been delivered to them, it has only been delivered to their local USPS. That means it is still at least one day away from being delivered and sometimes even two or more.
But the buyer has no way of knowing this and they are just looking around their porch for something that was never delivered and then they are either contacting us (sometimes we deal with this multiple times a day) and we have to walk them through the process of telling them that just means it was delivered to their local post office.
Even in our tracking under the Order Details page will be wrong. For instance this buyer contacted us today saying the tracking said the item was delivered to Erie, PA and not W. Springfield, PA where they live. That is because Erie is the local USPS hub I guess. As soon as UPS hands off to USPS all tracking inside of Amazon ends. The only way to see where it is at is to go to the UPS tracking site and then follow that over to the USPS site, which will show the correct status of the package. In this case it had been delivered to her mailbox and it all turned out OK.
But in other cases Amazon has issued refunds to the customer, and even though we have been covered becauase we purchase through Amazon's Buy Shipping, it is certainly costing Amazon money everytime it happens. You'd think they would want to fix it.
If they don't have the resources to do so, at least then just display a hyperlink with the UPS tracking number for the customer so they can follow it to the UPS site and get the real information and status. As it is just a constant headache having to deal with over and over and explain and it is a self inflicted issue by Amazon.
Ongoing headache and tracking issue with UPS Ground Saver through Amazon Buy Shipping
A few months ago Amazon rolled out UPS Ground Saver as part of their Partner Buy Shipping Services and have really worked hard to funnel most of the orders we send out through that. For those who don't know, UPS takes the package to the buyer's local Post Office and then hands it off to USPS for final delivery. Which is all well and good....
HOWEVER, there is a major problem with what is happening when that handoff happens. What happens is when UPS hands off the package to the Post Office, the buyer is getting notified that the package has been delivered. And when the buyer goes to the order tracking it is showing as "Delivered". But it has not been delivered to them, it has only been delivered to their local USPS. That means it is still at least one day away from being delivered and sometimes even two or more.
But the buyer has no way of knowing this and they are just looking around their porch for something that was never delivered and then they are either contacting us (sometimes we deal with this multiple times a day) and we have to walk them through the process of telling them that just means it was delivered to their local post office.
Even in our tracking under the Order Details page will be wrong. For instance this buyer contacted us today saying the tracking said the item was delivered to Erie, PA and not W. Springfield, PA where they live. That is because Erie is the local USPS hub I guess. As soon as UPS hands off to USPS all tracking inside of Amazon ends. The only way to see where it is at is to go to the UPS tracking site and then follow that over to the USPS site, which will show the correct status of the package. In this case it had been delivered to her mailbox and it all turned out OK.
But in other cases Amazon has issued refunds to the customer, and even though we have been covered becauase we purchase through Amazon's Buy Shipping, it is certainly costing Amazon money everytime it happens. You'd think they would want to fix it.
If they don't have the resources to do so, at least then just display a hyperlink with the UPS tracking number for the customer so they can follow it to the UPS site and get the real information and status. As it is just a constant headache having to deal with over and over and explain and it is a self inflicted issue by Amazon.
6 replies
Joey_Amazon
Hey @Seller_i8T5vppfKx5Hd,
Appreciate you posting here at the forums and bring this matter to our attention.
Do you mind sharing the Order ID of the example you are providing ? This will make it easier when connecting with our internal team.
Thank you,
Joey
Seller_ob5I74DPwNtS4
I am having customers contacting me that their packages have not been delivered even though the UPS tracking says Delivered. Now I realize it is due to UPS Ground Saver purchased through Amazon Shipping that indicates "Delivered" at the local post office not at the residence of the customer! Hopefully they will then deliver to the residence of my customers but in the meantime I have to continue contacting them to find out and worry that I will get dinged for "too many customer contacts" and non delivery problems.
