Multiple INR Claims Denied Despite Proof of Delivery – New Seller Here!
Hi fellow sellers,
I’m reaching out for some urgent help and advice. I’m a new seller, having been on Amazon for less than 3 months, and I’m facing a significant issue with INR (Item Not Received) claims. Here’s the situation:
- I shipped over 10 orders using USPS and UPS (not Amazon Buy Shipping).
- The tracking for all these orders shows that the packages were delivered.
- Despite this, buyers claimed INR, and Amazon’s customer service refunded them, deducting the money from my account.
- I submitted a SAFE-T claim with all the proof of delivery, but it was denied because I didn’t use Amazon Buy Shipping and there was no signature confirmation.
This has resulted in a huge loss for me as a new seller, and I’m desperate for advice on how to handle this. Has anyone managed to get a SAFE-T claim approved under similar circumstances? Is there any way to fight INR claims successfully without using Amazon Buy Shipping and without a signature confirmation?
Any tips or insights would be greatly appreciated!
Thank you in advance for your help!
Multiple INR Claims Denied Despite Proof of Delivery – New Seller Here!
Hi fellow sellers,
I’m reaching out for some urgent help and advice. I’m a new seller, having been on Amazon for less than 3 months, and I’m facing a significant issue with INR (Item Not Received) claims. Here’s the situation:
- I shipped over 10 orders using USPS and UPS (not Amazon Buy Shipping).
- The tracking for all these orders shows that the packages were delivered.
- Despite this, buyers claimed INR, and Amazon’s customer service refunded them, deducting the money from my account.
- I submitted a SAFE-T claim with all the proof of delivery, but it was denied because I didn’t use Amazon Buy Shipping and there was no signature confirmation.
This has resulted in a huge loss for me as a new seller, and I’m desperate for advice on how to handle this. Has anyone managed to get a SAFE-T claim approved under similar circumstances? Is there any way to fight INR claims successfully without using Amazon Buy Shipping and without a signature confirmation?
Any tips or insights would be greatly appreciated!
Thank you in advance for your help!
6 replies
Seller_kIukTwdhvntAp
New sellers are a target (THANK AMAZON) due to the special badge/notice showing that you are NEW (fresh meat for the lions and thieves).
If you had/have read any Forum posts you would know this.
Once you get past that target on your account the number of issues should decline.
In the meantime I use this template for the (very few) INR claims that I receive. Change it to personalize the language. I get a little 'in your face' with crooks.
Once the Postal Inspector gets mentioned almost all of these go away without as much as a whimper.
"Hello!
I am sorry to hear you can not locate your package. As you note, this is marked as delivered by the PO. It was sent in a new Uline box -- 6x6x4. The PO now uses GPS Tracking which will show exactly where the item was left (within about six inches of the location!)
Here are the details for the delivery on May 18th………….
Delivered
Delivered, In/At Mailbox
KILAUEA, HI 96754
May 18, 2024, 6:50 pm
Out for Delivery
KILAUEA, HI 96754
May 18, 2024, 6:10 am
Arrived at Post Office
KILAUEA, HI 96754
May 17, 2024, 12:02 pm
Please note that with that late in the day time stamp it is NOT unusual to see the delivery driver scan remaining packages in their truck and then take them back to be delivered the next day. In this case that means on Monday!
If we can not track your package down I will refund your money for this order. Please check some things on your end first:
Please verify this is your current mailing address:
Regular Scammer
1234 Thievery Place
Anywhere, state
Please check with other members of your household to see if anyone may have put your package aside.
I will contact your local PO to get more information and find out where their GPS system shows that the item was delivered.
If you have not contacted the LOCAL PO please do so. Do NOT call the “800” number or you will be stuck on hold for an hour or longer. They respond to the LOCAL customer better than someone many miles away. Ask them “What are the GPS Coordinates where it was delivered, and is it at my mail box?”
I have had the PO drop it at the wrong address, put things in the wrong drop box, even deliver to an entirely wrong street! Once I hear that they delivered it to the correct address I will file a loss/theft report with the US Postal Inspector.
They can be very helpful in finding missing packages within their system due to theft. If they are unable to help us, I will refund your money in about 3-5 days depending on how quickly the Postal Inspector responds with their findings.
Once the Postal Inspector gets involved please cooperate with them as they take package theft very seriously. It is a Federal crime and can lead to serious time in prison. If they find that there have been additional cases of stolen items in your area they may have to resort to having all mail held for a signature at the PO.
I was on the list for that with UPS for several years when one of my "good neighbors" stole several packages in the area. I only got off the signature delivery requirement after they sold the house and moved.
We will find out what happened but it may take several days before this can be resolved.
Thank you for your patience!"
Seller_LBb11mvqoNN7Y
I'm trying to understand how the INR SAFE-T investigation process works. Without signature confirmation and not using Amazon Buy Shipping, what documents and evidence can I provide to improve my chances of getting approved and getting my money back? Any further advice or insights would be greatly appreciated.
Seller_nRFmxiQg4EGrw
A simple thing for future sales to prevent this issue:
USE AMAZON'S "BUY SHIPPING". You'll get rates at worst slightly higher than other sources (but often the same as the best rates), but you will be protected against INR complaints.
If you use Amazon Buy Shipping, and a customer contacts you for not receiving the package, have them file an A-Z for INR. The few legitimate customers who have this problem should be willing to do this, but the scammers won't, as the know that too many of these will put them on Amazon's radar.
Quincy_Amazon
Hello @Seller_LBb11mvqoNN7Y
Thank you for posting your inquiry to the Forums and thank you to members of the community for the contributions.
In order to mitigate delivery-related A-Z Claims, it is advisable to use Amazon's Buy Shipping. This is because when you ship on time (meaning that the package has an initial scan from the carrier by the ship-by date) using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery related claims (as long as you respond to customer inquiries within 48 hours), although you may still be responsible for reimbursing the customer.
To respond to a delivery-related A-Z Claim, you can provide the following information (as well as any additional information to strengthen your case) and Amazon will review and make a decision regarding the claim:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation
- carrier details
I have included some resources below regarding A-Z Claims for your reference if needed:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
In relation to SAFE-T Claims, please note that only refunds that are issued to customers by Amazon on your behalf are eligible for reimbursements (such as orders that are refunded at first scan). Orders with an A-to-z Guarantee claim are not eligible for SAFE-T claims as you have the ability to Appeal an A-to-z Guarantee claim.
If an order is lost in transit or shipped to the wrong address, sometimes you can get help from your shipping carrier. This help page provides additional detail on optional coverage and filing a claim with the carrier.
Regards,
Quincy_Amazon
