Got an email about an A-Z Claim after buyer asked me to change the address during transit
For some context, a buyer contacted me using the inbox feature and said the following "When I orders this. I was waiting to hear back from an apartment… and me and my bf got the place. Is there anyway to change the shipping address on it?". I responded by saying I can't do that because the package is in transit and suggested that they request the package to be picked up at the post office.
After the item was delivered to the place they didn't want, they started an A-Z claim with Amazon.
My question is how often do sellers actually get favored in the A-Z claim process? I feel like the buyer has a good chance of winning this claim just because they complained even though I shipped to the address on file. Also what actually happens if it goes in their favor? Do I get a chance to appeal with the screenshots of my inbox messages?
Got an email about an A-Z Claim after buyer asked me to change the address during transit
For some context, a buyer contacted me using the inbox feature and said the following "When I orders this. I was waiting to hear back from an apartment… and me and my bf got the place. Is there anyway to change the shipping address on it?". I responded by saying I can't do that because the package is in transit and suggested that they request the package to be picked up at the post office.
After the item was delivered to the place they didn't want, they started an A-Z claim with Amazon.
My question is how often do sellers actually get favored in the A-Z claim process? I feel like the buyer has a good chance of winning this claim just because they complained even though I shipped to the address on file. Also what actually happens if it goes in their favor? Do I get a chance to appeal with the screenshots of my inbox messages?
0 respuestas
Seller_f4a7xAPCCSMqD
I am guessing for INR? In that case, was this shipping purchased through Amazon and does the tracking on carrier's site show them taking possession of it on or before the ship-by date?
Seller_nRFmxiQg4EGrw
Then you are likely not going to be covered.
If you purchase your shipping through Amazon, and ship on time, then Amazon will cover claims of INR; but generally will not cover claims against orders shipped without purchasing through Amazon.
Seller_Jpr1iJSGbQOdQ
Did you ship with the USPS?
If the Customer has a proper FORWARDING ORDER on file with the USPS, Parcels ~SHOULD~ be forwarded bythe USPS to the new address on file.
If the Customer did not file a proper Forwarding Order with the USPS, the the Parcel ~should~ be returned to you, endorsed by the USPS as "Undeliverable as addressed".
In any event Amazon does require shipping ONLY to the ADDRESS THE CUSTOMER PROVIDES at the time of order.
Seller_52pUzzgnsLDGs
It's a scam and she's expecting to get it for free. She probably will.
Everywhere, literally everywhere in the forums people are reminded to use Amazon shipping and still you did not. Why?
Oh, and next time someone does this you don't tell them it is too late to change the address, you tell them
1) it is against amazon rules to change the address,
2) it is impossible to change the address because the information on the order is automatically downloaded to the postage label.
3) In the future if the buyer has a mistake on his address he needs to cancel the order before the item is shipped. Sellers are unable to make any changes.
4) He can reorder with a correct address.
As stated above,
5) the buyer's change of address with USPS will forward the package; it will just take a few more days. But, in this case, there won't be a forwarding address because the whole thing is a scam and you went elsewhere to print the postage so you are not protected.
Also, when the message is in broken English (I orders this), there's a big red flag right there, also "Me and my bf" sounds like a young person on her phone all day watching videos on how to get stuff for free on Amazon - another big red flag, before you even respond you REPORT THE MESSAGE.
You buy postage from Amazon. Period. Since there are so many, you have to assume every buyer is a scammer and not always will you be protected but most of the time you will be. Number one is you. You protect yourself.
Seller_8d0901KLc2uBz
Thank goodness you have a paper trail!
Not buying shipping from Amazon may be an issue but you do have a paper trail so you can present the proof you did everything the correct way.
When you present your claim be sure to include you shipped to the address provided on the order from Amazon.
Also present information including the emails of the customer asking for the change of address.
Perhaps explain why you could not purchase the shipping via Amazon. You may get your hand slapped for this but you do have enough good information to support your case.
If you get the package back take pictures of look up the tracking number to see if USPS has indicated it is being returned to sender.
Good luck!
Seller_R2dP7Hunjcdj0
While the reasoning given MAY be true, it is equally true that trying to get the Seller to change the Delivery address is a "Classic" method used by Bad Actors to get something for nothing.
As long as you purchased Postage using Amazon Buy Shipping and made sure the package was physically scanned into the Carrier's possession before the close of the "Ship-By" window scheduled by Amazon, then you are protected against All A-Z Claims arising due to a Problem with Delivery.
This would qualify as a Problem with Delivery.
For us, the answer is 100% Win on A-Z Claims, because we always ship within Policy Parameters. Amazon promised to protect us, and they have 100% of the time.
Seller_R2dP7Hunjcdj0
TESTIFY!
The ONE time I was unable to purchase postage using Amazon Buy shipping is because the Delivery address was SO Rural that Amazon Buy Shipping would ONLY offer the "New" "Amazon Ground Shipping".
I could NOT choose this because it clearly displays that using Amaozn Ground Shipping means you have NO Delivery Confirmation or Signature Confirmation options, and NO "Declared Value" Shipping Insurance option either.
WHY would I EVER choose to ship without those valuable protections?
I would NOT.
So, in this (rare) case I shipped USPS GROUND ADVANTAGE from the USPS website. Since this was shipped OUTSIDE of Amazon Protection Policy, I shipped with a Signature Required for Delivery JUST IN CASE the Buyer attempted to claim INR.
The Buyer actually left us a 5-Star Feedback on the transaction. Who would have guessed?
Seller_xlf3vF516IRli
So the NEXT time someone does this to you consider "recalling/Intercepting" the package from USPS. It's like a $14 charge to intercept the package and have it returned if it's still in transit. USPS can then return the order to you, you issue a refund, no metric hit, no loss of merch, just the refund. You should be able to do it online, but for sure your local postal manager can do it.
There are ways to stop scammers.
Tatiana_Amazon
Hi @Seller_fQbCzbGenlqSZ,
Tatiana from Amazon here -- I can understand your frustration with this order. I see you posted this last week so I wanted to check in and see how this claim turned out for you.
As mentioned a few times by fellow sellers, using Amazon Buy Shipping can help prevent claims such as these. Amazon is typically not able to reimburse on orders where shipping was purchased outside of Amazon. However, on-time shipment with a buy shipping label will help provide protection against situations of non-receipt.
Let us know how the claim turned out and let me know if you need any further help with the appeals process.
Tatiana
Seller_WtOwWhtSrFjva
I have never lost an A to Z appeal.
