Amazon acknowledges Proof of Delivery, still Grants A-to-Z Claim?
Hi Everyone,
Wondering if anyone can help make sense of this scenario, Customer DID NOT contact us prior to starting A-to-Z claim (which is a requirement as per Amazon Policy), further to that we provided full proof of delivery which Amazon has acknowledged.
Oddly enough, they still granted the claim for the buyer? We have the opportunity to appeal but feel like they will still favor the buyer regardless of any rationale we provide.
Order ID: 702-1962623-1899420
"Why is this happening?
The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves that the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
Amazon acknowledges Proof of Delivery, still Grants A-to-Z Claim?
Hi Everyone,
Wondering if anyone can help make sense of this scenario, Customer DID NOT contact us prior to starting A-to-Z claim (which is a requirement as per Amazon Policy), further to that we provided full proof of delivery which Amazon has acknowledged.
Oddly enough, they still granted the claim for the buyer? We have the opportunity to appeal but feel like they will still favor the buyer regardless of any rationale we provide.
Order ID: 702-1962623-1899420
"Why is this happening?
The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves that the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
0 replies
Seller_7LrAV0m5llaI7
What they have acknowledged is that you have done your part and fulfilled the order to the customer's address on the order, and the courier delivered it "somewhere" which isn't your fault, which is why they did not affect your Order Defect Rate, because you did everything correct (other than getting a signature confirmation of delivery which would be a dead nuts confirmation of the package being received in your customer's hands).
What you now have to do is if the courier misdelivered it or did not hold for a signature like you requested for confirmation of delivery, is you open up a claim investigation with your courier's insurance for reimbursement.
Seller_kNAboD6kRgVt7
" Customer DID NOT contact us prior to starting A-to-Z claim (which is a requirement as per Amazon Policy"
Amazon no longer enforces this policy. They should remove it from the written policy, as they grant A-Z's constantly without forcing the buyer to contact seller first.
Seller_7LrAV0m5llaI7
Open up a case here on the forum or email the executive selling relations team?
Seller_7LrAV0m5llaI7
Yea, but then they have to sign a sworn affidavit with the courier company for the insurance claim which declares a false declaration could be punishable by law if found to be invalid
Seller_7LrAV0m5llaI7
You're the one who has to claim to your courier. It has to be claimed from the shippers side.
Seller_7LrAV0m5llaI7
Not blindly, they check to see if you got a singature confirmation of delivery to make sure that Amazon's customer received your package in their hands.
If they haven't, the courier could have misdelivered the package to the wrong address, the package could have gotten stolen before the customer got home.
We had an instance with UPS last year where a customers front driveway gate was locked so they left the packages on the side of the highway and then someone drove by and they got stolen. This package did not have a signature confirmation of delivery and UPS paid out via insurance.
