Amazon A-Z claims Policy
Has there been a change in Amazon's A-Z claim coverage?
We purchase shipping from Amazon, Tracking confirms the item was received by Buyer, and Amazon still deducts / debits our account asserting:
"The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.
In this case, the tracking information indicates delivery, but the customer did not receive the package. Because you followed our policy and shipped the order with valid tracking, we will not count the claim against your order defect rate."
We don't understand --this shipment was in August, it is now October --and we still have a claim? On top of it, WHAT IS THE VALUE OF TRACKING THAT SHOWS "DELIVERED" , when Amazon says, too bad. Buyer says it wasn't received?
If buyer's learn of this loophole, we are in for a ridiculous amount of false claims? Why then should we buy shipping from amazon? What coverage do we in fact receive?
Isn't the Amazon policy:
"If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Amazon - can you review this order? Order ID: 112-4052392-5927414...
What are sellers like ourselves left to do? Why purchase shipping from Amazon if they don't adhere to their own policies.
Amazon A-Z claims Policy
Has there been a change in Amazon's A-Z claim coverage?
We purchase shipping from Amazon, Tracking confirms the item was received by Buyer, and Amazon still deducts / debits our account asserting:
"The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.
In this case, the tracking information indicates delivery, but the customer did not receive the package. Because you followed our policy and shipped the order with valid tracking, we will not count the claim against your order defect rate."
We don't understand --this shipment was in August, it is now October --and we still have a claim? On top of it, WHAT IS THE VALUE OF TRACKING THAT SHOWS "DELIVERED" , when Amazon says, too bad. Buyer says it wasn't received?
If buyer's learn of this loophole, we are in for a ridiculous amount of false claims? Why then should we buy shipping from amazon? What coverage do we in fact receive?
Isn't the Amazon policy:
"If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Amazon - can you review this order? Order ID: 112-4052392-5927414...
What are sellers like ourselves left to do? Why purchase shipping from Amazon if they don't adhere to their own policies.
2 respuestas
Seller_f4a7xAPCCSMqD
Since I didn't see it in your post, does the carrier's tracking show them taking possession of it on or before the ship-by date on the order? That is needed to be covered under the buy shipping guarantee.
Joey_Amazon
Hello @Seller_z2QNoPZSaJ0cV,
I appreciate you posting here at the forums and sharing this information with us.
Unfortunately, for this particular case the order did not ship within the established window. The order was supposed to ship on 08/26 and per the tracking info the order was shipped on 08/30. This is such a common issue, the order needs to be scanned by your carrier to count as shipped. I'm afraid shipping late voided the protection offered by Buy Shipping.
When you have a moment please go over this post Protect Your Shipments with Amazon Buy Shipping I added all of the information needed to make sure you qualify for the claim protection.
Let me know if you have any other questions.
Sincerely,
Joey
