Buyer claiming not received item situation
Hi,
Now, a buyer is saying he did not receive the item. However, because I purchased "signature required" service in UPS, the proof of deliver showed the item “received by ID” and "left at the receiver". As what UPS representative explains, UPS driver gave the packages to buyer after checking ID, and signature space only had a "."(dot)
I have reply buyer with attaching a proof of claim and a delivery confirmation form from UPS representative.
Based on my experience, the buyer most likely will file A-to-Z claim soon in the next couple of days.
1.Who will win the A-to-Z claim?
2.How can I explain to Amazon so that Amazon will trust sellers in A-to-Z cliam?
Thanks,
Peter
Buyer claiming not received item situation
Hi,
Now, a buyer is saying he did not receive the item. However, because I purchased "signature required" service in UPS, the proof of deliver showed the item “received by ID” and "left at the receiver". As what UPS representative explains, UPS driver gave the packages to buyer after checking ID, and signature space only had a "."(dot)
I have reply buyer with attaching a proof of claim and a delivery confirmation form from UPS representative.
Based on my experience, the buyer most likely will file A-to-Z claim soon in the next couple of days.
1.Who will win the A-to-Z claim?
2.How can I explain to Amazon so that Amazon will trust sellers in A-to-Z cliam?
Thanks,
Peter
6 replies
Seller_7LrAV0m5llaI7
If you paid UPS to get a signature, and UPS did not get a signature, you go after UPS insurance for a misdelivery and get your money back from them. Amazon isn't going to back you up, you don't have a signature in the customer order's name.
Seller_F0vWfrwVpZ8w6
If buyer signed it as "." that is buyer's signature. Explain it to Amazon that "." is the signature of buyer as buyer signed it that way. UPS probably won't cover it under their insurance as from their perspective, signature is obtained, and how buyer signs for the package isn't their fault. Let us know how Amazon decides on A-to-z case. Wish you the best.
Seller_rTAxflJvPFLKc
I'd give a refund right away. Not worth risking A-Z. You might lose the buybox afterwards and claim with UPS. So far I had 14 claims with UPS this year, and 13 got refunded. I had a few cases where UPS had delivery pics and also got refunded. if the value below $100 the chance they approve your claim is fairly high, I also had a few packages got returned to me after they issued the refund
Seller_qEPPNkFif5sqD
Agreed with @Seller_rTAxflJvPFLKc
We now just process the refund once they let us know the product was not received.
We have notice lately after we respond to the initial message from the customer to try and assist getting the package located, they end up not responding and next thing we know we have an A-Z claim opened.
Providing the tracking showing delivered/signed doesn't seem to do much help, unfortunately. While we have no issue with the refund, it's the ODR hit that hurts and difficult to appeal.
Sidenote: We find the above happens alot with customers who have a community mailbox ie: a mailbox down the street that isn't on their actual property. Because they are used to Amazon prime, and the Amazon drivers delivering it to their door - they don't realize that FBM sellers are different and those packages from Canada Post would be delivered to the mailbox down the street. We often have to remind them to check their Parcel B box. Most of the time it's located, otherwise we get the ghost answer and the the A-Z claim.
