a to Z claim
Hi I received an a to z claim for package not receive the package shows delivered, and shipping was purchased through Amazon order number . The claim was granted of course but did not go against my ODR but Amazon did take the funds away from my account so I covered the cost of the a to Z claim even though it clearly states it was delivered and shipping was purchased through Amazon? Is amazon not covering the costs of these claims now. What is going on I have never had to cover the cost of a A to Z claim when it was clearly delivered and shipping was purchased through amazon.
We have granted an A-to-z Guarantee claim of $54.97 on order 114-5909873-7521059. We have debited the amount from your account but have not counted the claim against your Order Defect Rate.
a to Z claim
Hi I received an a to z claim for package not receive the package shows delivered, and shipping was purchased through Amazon order number . The claim was granted of course but did not go against my ODR but Amazon did take the funds away from my account so I covered the cost of the a to Z claim even though it clearly states it was delivered and shipping was purchased through Amazon? Is amazon not covering the costs of these claims now. What is going on I have never had to cover the cost of a A to Z claim when it was clearly delivered and shipping was purchased through amazon.
We have granted an A-to-z Guarantee claim of $54.97 on order 114-5909873-7521059. We have debited the amount from your account but have not counted the claim against your Order Defect Rate.
0 replies
Seller_nRFmxiQg4EGrw
Did your shipment get a scan showing that it was shipped on time? If there is no scan prior to the shipping deadline (note that the "Carrier has picked up package" update is spurious, and doesn't count), then Amazon won't cover the A-Z.
But if it was shipped on time, it should be covered. You can try opening a case, then post the case number here and tag a mod or two.
@KJ_Amazon @Bryce_Amazon
Seller_nRFmxiQg4EGrw
You have to make sure that they scan. Otherwise, there is no evidence that you shipped on time. Usually, even if not scanned at the counter, most packages will get a scan soon; but as in this case, you can't count on it being 100%.
Sadly, in this case, I think you're on the hook.
Seller_nRFmxiQg4EGrw
That is correct. But Amazon will not help you if the scan does not show that it was shipped on time.
Right. So at that point, the USPS is done with responsibility. Unless you pay for Sig Con, you have no protection against porch pirates, etc.
That is why you should use Amazon's shipping, and meet their guidelines. Amazon got where it is by protecting the customer; part of the price of that is occasional problems. But if you follow the rules (including getting it scanned on time), then Amazon will back you up. If you don't follow the rules, then it's up to you. And as you state, once it's marked "delivered", it is, as far as the carrier is concerned, delivered.
Seller_8d0901KLc2uBz
I have had the exact thing happen to me as well. I can scratching my noggin on this one.
I only ship FMA, purchase shipping via Amazon on nearly all orders. I had a customer contact me stating they did not receive their order. I responded with the USPS information showing it delivered.
Amazon's time frame for delivery Deliver by: Fri, Jul 5, 2024 PDT to Thu, Jul 11, 2024 PDT
The package was delivered in or at the mailbox at 1:52 pm on July 6, 2024.
I get the message Granted Seller-funded: Jul 17
Order Defect Rate (ODR) impacted: No
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 order was actually received by the customer, we will not count the claim against your Order Defect Rate.
I open a support ticket
Order ID - 111-8766732-5726601
Information on A-to-z claim for this order: Appeal A-to-z claim decision
I provided the necessary information showing this package was delivered to the address provided and I purchased the shipping via Amazon. I should have been refunded for this A to Z claim and was not. I would like to be refunded for this A to Z claim.
Response from Support
Amazon 04:21 AM 07/22/2024
We understand your concern regarding the issue with the order ID 111-8766732-5726601.
We would like to inform you that we have forwarded the information to our claims team. They will reach out to you directly if they need any additional information.
Selling Partner Support is not able to provide any further information on this claim.
Response from the "Claims Team"
Hello,
We have reviewed the buyer’s claim and the information you provided for order 111-8766732-5726601.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon
I simply do not understand what is going on with Amazon. I thought the bots and support were bad, but now the claims team is ripping sellers off too!
Amazon must be trying to bump the 3rd quarter numbers by ripping off sellers on A to Z claims $54.00 at a time.
Seller_nRFmxiQg4EGrw
Amazon does not have a legal obligation to cover the claim. They offer such coverage, but with limitations. Don't meet the limitations, they do not have to cover it.
Joey_Amazon
Hello @Seller_gEPjSon38eOie,
Thank you for utilizing the forums!
Since Amazon's Buy Shipping services were used for your shipping, the claim will not count against your ODR. However, due to the lack of information about the shipping process, it might be hard to overturn the claim.
Let me know if you have any more questions.
Cheers,
Joey
Seller_R2dP7Hunjcdj0
Unless you are in Policy parameters, you are NOT covered, and the issue of Delivery becomes moot.
Displaying as "Delivered" is NOT "Proof of Delivery". Here is why:
Remember that "Porch-Pirates" DO exist, and Amazon does NOT consider the package to be Delivered until it is received by the recipient, regardless of what the tracking shows.
Now you know where you made your error, and it is a easy error to correct going forward. Use this as an expensive "Lesson", and don't let it happen to you again.
Good Luck!
Seller_4K7eqIN4GuF2E
Was the A to Z claim field before the package was delivered or after? If after delivery then you should report the buyer to their local police department for theft and to the Postal Inspectors for Mail Fraud.
Seller_TBS3wt1Auoij3
Try get the details to a mod. I have this exact problem. One mod actually helped and got the A to Z overturned. But buyer left a nasty review that's still under my profile. Hopefully the mod can fix that too soon.
Seller_2GBVuiBoNLbzO
just talk with no proof that is acounted defect rate? ask us for reurn label we issued then without get back our goods also counted us?crazy.
