A-Z claim refunded on a lost shipment back to us
I recently received an A-Z claim from a customer who purchased a Canon camera from our company for a total of $747.00. We received a claim (order # 113-6167198-8841837) stating that he sent back the shipment and we did not refund him. We checked the return tracking number (1ZA81G969065829277) and his return was lost by UPS on the way back to us. Here is the kicker, he received the return label from Amazon directly . We never issued him a return label. We informed Amazon that the return was not received by us and that if and when it arrives we would be happy to refund it. Amazon refunded the customer anyway and denied our appeal. Some important information was that this was a normal return without any fault from our company. The goods were originally signed for on time. Our seller account is A762DAYKU2MSF. If anyone or moderator can help we would be most appreciative.
A-Z claim refunded on a lost shipment back to us
I recently received an A-Z claim from a customer who purchased a Canon camera from our company for a total of $747.00. We received a claim (order # 113-6167198-8841837) stating that he sent back the shipment and we did not refund him. We checked the return tracking number (1ZA81G969065829277) and his return was lost by UPS on the way back to us. Here is the kicker, he received the return label from Amazon directly . We never issued him a return label. We informed Amazon that the return was not received by us and that if and when it arrives we would be happy to refund it. Amazon refunded the customer anyway and denied our appeal. Some important information was that this was a normal return without any fault from our company. The goods were originally signed for on time. Our seller account is A762DAYKU2MSF. If anyone or moderator can help we would be most appreciative.
1 reply
SEAmod
Hello @Seller_sfU8nWK1e12gq
When a MFN return shipment is lost or damaged in transit, the seller is responsible for filing a claim directly with the carrier. Learn more about claims here:
I see that there was a claim opened for this shipment. It shows the claim opened on December 2, and it shows the investigation was closed on December 12. There is an annotation that states "The investigation requires additional merchandise description. Please visit ups.com/claims or contact ups for additional support."
I do not know who opened the claim. Perhaps you have additional information about the claim.
Thanks, Susan
