AtoZ claim, Buy Shipping, and INR - What am I missing?
Order placed on July 3.
Ship by July 5-July 6.
I shipped on July 5, purchasing shipping via Amazon Buy Shipping. Package was accepted by Post Office on July 5.
Customer said he didn't receive the package. Tracking shows that package delivery was attempted and that customer was supposed to arrange delivery. Since then, tracking shows the same.
Customer opened an AtoZ claim for INR.
Amazon granted it. Charged me for it, but it didn't hit my metrics.
I appealed explaining the policy for INR when using Amazon buy shipping, and that Amazon is supposed to fund the claim.
Appeal denied.
I opened case number 13555868151 on 8/14 to get additional help. Case was transferred to "another department." I haven't heard anything since.
Am I missing something, or should Amazon have funded the claim under these circumstances?
Thanks!
AtoZ claim, Buy Shipping, and INR - What am I missing?
Order placed on July 3.
Ship by July 5-July 6.
I shipped on July 5, purchasing shipping via Amazon Buy Shipping. Package was accepted by Post Office on July 5.
Customer said he didn't receive the package. Tracking shows that package delivery was attempted and that customer was supposed to arrange delivery. Since then, tracking shows the same.
Customer opened an AtoZ claim for INR.
Amazon granted it. Charged me for it, but it didn't hit my metrics.
I appealed explaining the policy for INR when using Amazon buy shipping, and that Amazon is supposed to fund the claim.
Appeal denied.
I opened case number 13555868151 on 8/14 to get additional help. Case was transferred to "another department." I haven't heard anything since.
Am I missing something, or should Amazon have funded the claim under these circumstances?
Thanks!
8 replies
Seller_f4a7xAPCCSMqD
As long as this is a scan that Amazon considers a valid acceptance scan, then it should have been covered under Amazon's buy shipping guarantee. If it was a scan at a kiosk or them scanning a SCAN form, then Amazon could see it as not being shipped in time.
This is the form response that I use when responding to INR A-Z claims:
This claim meets all requirements to be covered under Amazon's Buy Shipping Guarantee.
* ship-by date on the order was X
* order was shipped X with shipping purchased from Amazon (X tracking XXXX)
* carrier scan shows they took possession of the package on X, so the order was shipped on time
* carrier tracking shows that the order was delivered on X, so the order was delivered on time -
Since the order was shipped on time and shipping was purchased through Amazon's buy shipping, it qualifies to be covered under Amazon's buy shipping guarantee. A-Z claim should be funded by Amazon and not count against our ODR.
Seller_mCxarFIyy1EdW
Hi Mods,
Can you please provide any insight?
Thanks!
@Cooper_Amazon @CR_Amazon @Tiff_Amazon @Stevie_Amazon @SEAmod @KJ_Amazon
Bryce_Amazon
Greetings @Seller_mCxarFIyy1EdW,
I just came across your thread - thanks for the detailed post! I am going to review the case number you provided and research this issue a bit further to determine if there are options to escalate. I will update you here as soon as I have more information.
- Bryce
