Request for Refund on A-to-Z INR Claim for Amazon Buy Shipping Order
Dear Amazon Team,
I am writing to bring to your attention a matter concerning a recent A-to-Z Guarantee claim filed against an order that was fulfilled using Amazon's Buy Shipping service. As per your policy, when an order is shipped with Buy Shipping and a buyer files an A-to-Z claim stating that the order was not received, Amazon covers the cost of the claims. We have had a few of these such claims in the past, and in all instances where the Buy Shipping label was scanned on or before Amazon's ship-by date, the claims were either closed, or funded by Amazon without an ODR strike counted against our account.
The order in question is:
113-3577034-6225044
This order was shipped using an approved Buy Shipping method, scanned by the carrier a day before the Amazon ship-by date, and was delivered 2 days before the Amazon delivery window expired. The buyer filed an A-Z INR claim (1 day after the delivery window expired without notifying us of the INR), and was refunded from our account along with an ODR strike against us. We promptly appealed, provided evidence that the order was indeed shipped and delivered on time via Amazon Buy Shipping, and still lost the appeal for the following reason:
"We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery."
Amazon's policy regarding A-Z claims filed on orders shipped via Amazon Buy Shipping explicitly states sellers are protected against such claims:
"A-to-z Guarantee claims: 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."
I am hoping that @Tatiana_Amazon who has dealt with similar cases in the past, or someone on Amazon's seller support team can take another closer look at this order and kindly rectify the issue by crediting us back with the order amount that was refunded to the customer as well as remove the ODR strike against our account. It is essential for us to maintain a fair and consistent policy application to ensure a seamless seller experience on your platform.
Your prompt attention to this matter is greatly appreciated, as it will restore our confidence in knowing that Amazon will properly enforce its own policies with regards to how INR A-Z claims are handled when Buy Shipping services are utilized.
Regards,
SP
Request for Refund on A-to-Z INR Claim for Amazon Buy Shipping Order
Dear Amazon Team,
I am writing to bring to your attention a matter concerning a recent A-to-Z Guarantee claim filed against an order that was fulfilled using Amazon's Buy Shipping service. As per your policy, when an order is shipped with Buy Shipping and a buyer files an A-to-Z claim stating that the order was not received, Amazon covers the cost of the claims. We have had a few of these such claims in the past, and in all instances where the Buy Shipping label was scanned on or before Amazon's ship-by date, the claims were either closed, or funded by Amazon without an ODR strike counted against our account.
The order in question is:
113-3577034-6225044
This order was shipped using an approved Buy Shipping method, scanned by the carrier a day before the Amazon ship-by date, and was delivered 2 days before the Amazon delivery window expired. The buyer filed an A-Z INR claim (1 day after the delivery window expired without notifying us of the INR), and was refunded from our account along with an ODR strike against us. We promptly appealed, provided evidence that the order was indeed shipped and delivered on time via Amazon Buy Shipping, and still lost the appeal for the following reason:
"We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery."
Amazon's policy regarding A-Z claims filed on orders shipped via Amazon Buy Shipping explicitly states sellers are protected against such claims:
"A-to-z Guarantee claims: 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."
I am hoping that @Tatiana_Amazon who has dealt with similar cases in the past, or someone on Amazon's seller support team can take another closer look at this order and kindly rectify the issue by crediting us back with the order amount that was refunded to the customer as well as remove the ODR strike against our account. It is essential for us to maintain a fair and consistent policy application to ensure a seamless seller experience on your platform.
Your prompt attention to this matter is greatly appreciated, as it will restore our confidence in knowing that Amazon will properly enforce its own policies with regards to how INR A-Z claims are handled when Buy Shipping services are utilized.
Regards,
SP
27 respuestas
Seller_J46Ruz3VzvWCV
Seller_BfFB0O3AtGVPh
What was the value of this order?
Seller_aWrza8YvWVgM1
Seller_gUOZ4KdmGPSvZ
I am dealing with the same issue now. Carrier ran into issues and delivered the order 2-3 days after the expected date which is out of my control and buyer opened a claim with A-Z and A-Z quickly refunded the buyer while the order was still in route. I have contacted A-Z several times and they have yet to cooperate with this issue so now the buyer got their refund and kept my product that arrived late, terrible service!
Seller_R2dP7Hunjcdj0
Usually Amazon gets it right the first time, but not always. At least they do give us a "Appeal" option to fix their error.
We too have experienced some wrongly-decided A-Z Claims on initial decision that were ALWAYS reverses on Appeal.
I am VERY Happy to hear that yours was reversed as well. It makes me feel comfortable relying on this Seller Protection that Amazon provides, and I am glad to hear it is still functioning as written.
Seller_rPhBMkxOAsL3I
It is SO good to see a coherent, well-written posting.
Seller_wnc1pjYEF5ZqF
No where in the Buy Shipping fine print does it say that. Amazon will "recommend signature" to higher risk customers, but no where does it say Buy Shipping won't be covered if signature wasn't included. Remember, we're talking about Buy Shipping coverage.
Seller_G6LQzhrKqAkp9
Going through this same exact thing. Did several orders through Amazon Ground via the Buy Shipping Services and they are trying to deny refunds on all the orders their shipping lost through their own services.
Amazon Ground has been the absolute worse shipping experience I have ever had. Still also dealing with shipping they "adjusted" to be quadruple the price. Absolutely insane how deceptive their prices and practices are on it. Went from saving a couple dollars on their "better" shipping to being charged 20-30 dollars for a 1-3 lb package that they now won't even refund after they lost them and failed to deliver.
Seller_yKsH1VcZkLlOV
Good luck with that, at the end of November there were more than 10 cases similar to yours in my account and Amazon never resolved anything, my account was semi-destroyed due to something that is Amazon's responsibility and still the effects are big (four months later), the good thing is a learn every time this happens just give me time, ideas and courage to grow in different platforms with excellent results, do they care? No, they don't care, maybe some moderator has the courtesy of "wanting" to do something or they simply respond to comply with the reports, unfortunately that just don't solve our problems. Moderators and Amazon Seller support don't have the tools to solve or the authority to make decisions. At least that's what they project or want to project sometimes. Is a moral support hot line.
Amazon has rules and unfortunately does not set an example in following them, the trust you should have is in you to figure things out and make your own decisions, I know how frustrating and sad it is to realize that you are alone, talking about INR cases, you provide tracking number, buy the label on Amazon, ship on time and supposedly you will be protected, that is a fantasy, it is a false advertise.
BTW before my account was attacked, this policy did work for me and it does work sporadically, but not as it should be, there is no adequate training or simply the AI created was not intelligent enough, in the end the consequences are always assumed by us, for amazon "the third category sellers"
As I told you SP good luck
Seller_nqHBkkxawmpmz
Amazon does NOT have a handle on this whatsoever. I was recently denied A-Z claim because of :
"The customer has not received their package and our records indicate you shipped this order after the maximum handle time."
(Item shipped in less than 12 hours after purchase) Tracking stopped once it left my local facility, and says "Package delayed in transit". Customer says the item did not arrive. Ok - so the carrier GOT the package and checked it in the system. It was not delivered - so why is there not automatic insurance coverage for the item that is apparently lost? It was due to arrive first week FEB.
Luckily, my item cost was under $5. Just think of all the people this happens to - how much Amazon is saving by denying all claims, and not insuring packages they are policied to.
The refund is not the problem I have - The customer was refunded and is whole. However, the seller is out the item cost, shipping, and all associated fees - which Amazon just flat-out denies to pay.
You can fight until you are blue in the face - the "Amazon Team" does as it wishes. Policies are not written for Amazon to follow. If it did - things would be much smoother.
