A-to-z claim for shipping refund for remorse return
An order was placed for two units with expedited shipping. Due to weight/size each unit was shipped in separate box. One shipment was lost by UPS. We issued the buyer full refund including shipping.
The second unit was delivered successfully and on time. The buyer demanded to return it for the reason: Missing parts or accessories. We only received one of the ordered bars, second one never arrived, was lost.
Amazon issued prepaid return label. Upon processing return we issued product price refund but not the outbound shipping. The buyer filed A-to-z claim with the reason: Package didn't arrive. Amazon granted the claim and debited outbound shipping.
Amazon's response in the claim closure message was: As the buyer returned the item, you are required to refund the original shipping costs.
But the buyer provided false return reason. This should shift liability for shipping charges to the buyer.
Per my understanding the second package is as described and nothing was missing, also arrived on time. Since we don't participate in Prime we should not be debited for outbound shipping and the buyer should pay for return shipping. I can't force UPS to refund the second shipping charge just because the first box was lost and compensated for.
I'm yet to appeal the claim. Any suggestions?
A-to-z claim for shipping refund for remorse return
An order was placed for two units with expedited shipping. Due to weight/size each unit was shipped in separate box. One shipment was lost by UPS. We issued the buyer full refund including shipping.
The second unit was delivered successfully and on time. The buyer demanded to return it for the reason: Missing parts or accessories. We only received one of the ordered bars, second one never arrived, was lost.
Amazon issued prepaid return label. Upon processing return we issued product price refund but not the outbound shipping. The buyer filed A-to-z claim with the reason: Package didn't arrive. Amazon granted the claim and debited outbound shipping.
Amazon's response in the claim closure message was: As the buyer returned the item, you are required to refund the original shipping costs.
But the buyer provided false return reason. This should shift liability for shipping charges to the buyer.
Per my understanding the second package is as described and nothing was missing, also arrived on time. Since we don't participate in Prime we should not be debited for outbound shipping and the buyer should pay for return shipping. I can't force UPS to refund the second shipping charge just because the first box was lost and compensated for.
I'm yet to appeal the claim. Any suggestions?
0 replies
Quincy_Amazon
Hello @Seller_aP8jvHNCXiAfe
Thank you for posting your inquiry to the Forums.
In this case, the reason that the claim was granted in favor of the buyer is as indicated in the Claim. The buyer only received half of their order and successfully returned it using the shipping label that was provided. As referenced in this help page, "The cost of return shipping may be your responsibility. For example, if you ship an incorrect or damaged product, you cannot deduct the original shipping or return shipping costs from the refund. You must provide a full refund to the buyer."
Please note that Amazon provides A-to-z and SAFE-T claims protection against "Package didn't arrive" claims when all of the following criteria are met:
[1] Amazon has reimbursed the buyer for the undelivered package.
[2] The shipping label was:
- Purchased through Amazon Buy Shipping
- Designated as "Claims Protected" - The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased.
[3] The order was shipped on time. Timeliness is determined by the carrier's first scan, not by your shipment confirmation.
Please feel free to review the below help pages that provide additional detail on Amazon Buy Shipping:
For additional guidance on appealing the A-Z Claim, you can review the following help pages:
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Quincy_Amazon
