A-Z claims filed after buyer reported not delivered and was refunded
We keep running into an issue of buyers reporting INR even when tracking shows delivered with photo of delivered goods. The customers message us that they didn't receive the package, we provide them again with the proof of delivery and tracking number included in their order details, etc, and they then file A-Z. Even after going through the appeal process, refunding them for the merchandise (which they received per carrier tracking and POD), our account is still getting hit and our traffic has slowed down exponentially. We would greatly appreciate any help from mods to at least help these claims from affecting our account especially with it being peak season.
There are several orders, these are the order ID's:
114-1236696-5346616
112-9607376-0677828
113-1143772-1607431
@SEAmod@Quincy_Amazon@TaylorR_Amazon@KJ_Amazon@Rose_Amazon
A-Z claims filed after buyer reported not delivered and was refunded
We keep running into an issue of buyers reporting INR even when tracking shows delivered with photo of delivered goods. The customers message us that they didn't receive the package, we provide them again with the proof of delivery and tracking number included in their order details, etc, and they then file A-Z. Even after going through the appeal process, refunding them for the merchandise (which they received per carrier tracking and POD), our account is still getting hit and our traffic has slowed down exponentially. We would greatly appreciate any help from mods to at least help these claims from affecting our account especially with it being peak season.
There are several orders, these are the order ID's:
114-1236696-5346616
112-9607376-0677828
113-1143772-1607431
@SEAmod@Quincy_Amazon@TaylorR_Amazon@KJ_Amazon@Rose_Amazon
15 replies
Seller_4zBzdtgCyS9EI
If you are using Amazon Buy shipping and have it IN THE HANDS of the carrier on time, then you are protected for INR. If a customer contact you, you tell them Amazon handles this shipment and to please open an A-Z claim. That's it. You do not tell them "Here is the tracking number, it has been delivered!"
If you are NOT using Amazon buy shipping, or do, but do not have an "IN POSSESSION" scan that is on time and a buyer tells you they did not receive their package, you have NO options, telling them the package shows delivered is not acceptable. That is why they file A-Z and win. That is why you get a strike. Even signature delivery is often not accepted as proof of delivery. You need to refund such orders or face the consequences.
SEAmod
@Seller_xUhNV42YABk6R
Thank you for using the Forums. You could evaluate using buy shipping for your orders and/or get additional proof of delivery with signature confirmation. If you process your order that way, claims are less likely to be granted in the buyer's favor.
You can find more details in the Shipping Section for the help article below:
Thank you for your understanding, Susan
Seller_bHL2yFzkRYEpz
most likely not - perhaps its time to file class action- Amazon is refunding buyers despite delivery and proof of delivery.
SEAmod
@Seller_bHL2yFzkRYEpz
I am sorry you feel that way. Good luck to you.
Seller_5tlCr4Spn5nzh
Any insight on this one? https://sellercentral.amazon.com/seller-forums/discussions/t/089804df-347c-4ce4-8c49-f3a4d92deaeb?postId=d7213e91-9a16-4d1d-a798-f414f0ff77ca&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute
SEAmod
@Seller_5tlCr4Spn5nzh
I read through the thread you linked in your post. There is no SAFE-T claim program in the Canada store.
Seller_5tlCr4Spn5nzh
Thanks for the reply, but when shipping is purchased for Canada orders Amazon states that Safe T Claims protection is available. Isn't this contradicting?
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for your reply. Do you have a link to the help page that says SAFE-T claim is available for shipping purchased for orders going into Canada? I am going to research it myself as well. I don't want to provide inaccurate information! I'll post back.
Seller_5tlCr4Spn5nzh
Please see the attached screenshot. This is the ship page we get with every Canadian shipment
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for the screenshot. Now I understand and can see that if a seller is based in the US and they buy shipping to deliver to Canada, then they do qualify for SAFE-T claim protection.
Strikeout made by SEAmod. This is an incorrect statement based on information further down in this thread.
Seller_5tlCr4Spn5nzh
How do we file a Safe-T claim? When I attempt to file a Safe-T claim for the order I get an error that its an invalid order number. See attached screenshot.
Thanks
SEAmod
Hi @Seller_5tlCr4Spn5nzh
I admit that it is confusing. My understanding is that the annotation on the order stating it is "claims protected" is erroneous. I say that because the help page found here:
https://sellercentral.amazon.com/help/hub/reference/GUJPSX2P9N79GRTH
states the following:
"You can now use Buy Shipping services to buy shipping labels for your seller-fulfilled orders through Seller Central and ship from a US address to customers in the UK, Germany, France, Italy, Spain, the Netherlands, Poland, and Sweden with a supported carrier."
Seller_5tlCr4Spn5nzh
Doesn't your citation refer to the Amazon "Buy Shipping" program that is located here? https://ship.amazon.com/
Seller_egmJkP7C3ln6Y
Amazon is granting all kind of claims for the customers. They dont even look at the case. I just had a customer claiming they returned the watch, no tracking , no contacting us for anything and Amazon refunded the money right away. We have not received the returned watch. We appealed it and they denied it.
Another case... I have is a customer that claimed he didn't receive the watch eventho, it says it was delivered and signed by the customer and Amazon refunded the money. They just dont care since it is your money and not theirs!
A-Z claims filed after buyer reported not delivered and was refunded
We keep running into an issue of buyers reporting INR even when tracking shows delivered with photo of delivered goods. The customers message us that they didn't receive the package, we provide them again with the proof of delivery and tracking number included in their order details, etc, and they then file A-Z. Even after going through the appeal process, refunding them for the merchandise (which they received per carrier tracking and POD), our account is still getting hit and our traffic has slowed down exponentially. We would greatly appreciate any help from mods to at least help these claims from affecting our account especially with it being peak season.
There are several orders, these are the order ID's:
114-1236696-5346616
112-9607376-0677828
113-1143772-1607431
@SEAmod@Quincy_Amazon@TaylorR_Amazon@KJ_Amazon@Rose_Amazon
A-Z claims filed after buyer reported not delivered and was refunded
We keep running into an issue of buyers reporting INR even when tracking shows delivered with photo of delivered goods. The customers message us that they didn't receive the package, we provide them again with the proof of delivery and tracking number included in their order details, etc, and they then file A-Z. Even after going through the appeal process, refunding them for the merchandise (which they received per carrier tracking and POD), our account is still getting hit and our traffic has slowed down exponentially. We would greatly appreciate any help from mods to at least help these claims from affecting our account especially with it being peak season.
There are several orders, these are the order ID's:
114-1236696-5346616
112-9607376-0677828
113-1143772-1607431
@SEAmod@Quincy_Amazon@TaylorR_Amazon@KJ_Amazon@Rose_Amazon
A-Z claims filed after buyer reported not delivered and was refunded
We keep running into an issue of buyers reporting INR even when tracking shows delivered with photo of delivered goods. The customers message us that they didn't receive the package, we provide them again with the proof of delivery and tracking number included in their order details, etc, and they then file A-Z. Even after going through the appeal process, refunding them for the merchandise (which they received per carrier tracking and POD), our account is still getting hit and our traffic has slowed down exponentially. We would greatly appreciate any help from mods to at least help these claims from affecting our account especially with it being peak season.
There are several orders, these are the order ID's:
114-1236696-5346616
112-9607376-0677828
113-1143772-1607431
@SEAmod@Quincy_Amazon@TaylorR_Amazon@KJ_Amazon@Rose_Amazon
15 replies
15 replies
Seller_4zBzdtgCyS9EI
If you are using Amazon Buy shipping and have it IN THE HANDS of the carrier on time, then you are protected for INR. If a customer contact you, you tell them Amazon handles this shipment and to please open an A-Z claim. That's it. You do not tell them "Here is the tracking number, it has been delivered!"
If you are NOT using Amazon buy shipping, or do, but do not have an "IN POSSESSION" scan that is on time and a buyer tells you they did not receive their package, you have NO options, telling them the package shows delivered is not acceptable. That is why they file A-Z and win. That is why you get a strike. Even signature delivery is often not accepted as proof of delivery. You need to refund such orders or face the consequences.
SEAmod
@Seller_xUhNV42YABk6R
Thank you for using the Forums. You could evaluate using buy shipping for your orders and/or get additional proof of delivery with signature confirmation. If you process your order that way, claims are less likely to be granted in the buyer's favor.
You can find more details in the Shipping Section for the help article below:
Thank you for your understanding, Susan
Seller_bHL2yFzkRYEpz
most likely not - perhaps its time to file class action- Amazon is refunding buyers despite delivery and proof of delivery.
SEAmod
@Seller_bHL2yFzkRYEpz
I am sorry you feel that way. Good luck to you.
Seller_5tlCr4Spn5nzh
Any insight on this one? https://sellercentral.amazon.com/seller-forums/discussions/t/089804df-347c-4ce4-8c49-f3a4d92deaeb?postId=d7213e91-9a16-4d1d-a798-f414f0ff77ca&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute
SEAmod
@Seller_5tlCr4Spn5nzh
I read through the thread you linked in your post. There is no SAFE-T claim program in the Canada store.
Seller_5tlCr4Spn5nzh
Thanks for the reply, but when shipping is purchased for Canada orders Amazon states that Safe T Claims protection is available. Isn't this contradicting?
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for your reply. Do you have a link to the help page that says SAFE-T claim is available for shipping purchased for orders going into Canada? I am going to research it myself as well. I don't want to provide inaccurate information! I'll post back.
Seller_5tlCr4Spn5nzh
Please see the attached screenshot. This is the ship page we get with every Canadian shipment
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for the screenshot. Now I understand and can see that if a seller is based in the US and they buy shipping to deliver to Canada, then they do qualify for SAFE-T claim protection.
Strikeout made by SEAmod. This is an incorrect statement based on information further down in this thread.
Seller_5tlCr4Spn5nzh
How do we file a Safe-T claim? When I attempt to file a Safe-T claim for the order I get an error that its an invalid order number. See attached screenshot.
Thanks
SEAmod
Hi @Seller_5tlCr4Spn5nzh
I admit that it is confusing. My understanding is that the annotation on the order stating it is "claims protected" is erroneous. I say that because the help page found here:
https://sellercentral.amazon.com/help/hub/reference/GUJPSX2P9N79GRTH
states the following:
"You can now use Buy Shipping services to buy shipping labels for your seller-fulfilled orders through Seller Central and ship from a US address to customers in the UK, Germany, France, Italy, Spain, the Netherlands, Poland, and Sweden with a supported carrier."
Seller_5tlCr4Spn5nzh
Doesn't your citation refer to the Amazon "Buy Shipping" program that is located here? https://ship.amazon.com/
Seller_egmJkP7C3ln6Y
Amazon is granting all kind of claims for the customers. They dont even look at the case. I just had a customer claiming they returned the watch, no tracking , no contacting us for anything and Amazon refunded the money right away. We have not received the returned watch. We appealed it and they denied it.
Another case... I have is a customer that claimed he didn't receive the watch eventho, it says it was delivered and signed by the customer and Amazon refunded the money. They just dont care since it is your money and not theirs!
Seller_4zBzdtgCyS9EI
If you are using Amazon Buy shipping and have it IN THE HANDS of the carrier on time, then you are protected for INR. If a customer contact you, you tell them Amazon handles this shipment and to please open an A-Z claim. That's it. You do not tell them "Here is the tracking number, it has been delivered!"
If you are NOT using Amazon buy shipping, or do, but do not have an "IN POSSESSION" scan that is on time and a buyer tells you they did not receive their package, you have NO options, telling them the package shows delivered is not acceptable. That is why they file A-Z and win. That is why you get a strike. Even signature delivery is often not accepted as proof of delivery. You need to refund such orders or face the consequences.
Seller_4zBzdtgCyS9EI
If you are using Amazon Buy shipping and have it IN THE HANDS of the carrier on time, then you are protected for INR. If a customer contact you, you tell them Amazon handles this shipment and to please open an A-Z claim. That's it. You do not tell them "Here is the tracking number, it has been delivered!"
If you are NOT using Amazon buy shipping, or do, but do not have an "IN POSSESSION" scan that is on time and a buyer tells you they did not receive their package, you have NO options, telling them the package shows delivered is not acceptable. That is why they file A-Z and win. That is why you get a strike. Even signature delivery is often not accepted as proof of delivery. You need to refund such orders or face the consequences.
SEAmod
@Seller_xUhNV42YABk6R
Thank you for using the Forums. You could evaluate using buy shipping for your orders and/or get additional proof of delivery with signature confirmation. If you process your order that way, claims are less likely to be granted in the buyer's favor.
You can find more details in the Shipping Section for the help article below:
Thank you for your understanding, Susan
SEAmod
@Seller_xUhNV42YABk6R
Thank you for using the Forums. You could evaluate using buy shipping for your orders and/or get additional proof of delivery with signature confirmation. If you process your order that way, claims are less likely to be granted in the buyer's favor.
You can find more details in the Shipping Section for the help article below:
Thank you for your understanding, Susan
Seller_bHL2yFzkRYEpz
most likely not - perhaps its time to file class action- Amazon is refunding buyers despite delivery and proof of delivery.
Seller_bHL2yFzkRYEpz
most likely not - perhaps its time to file class action- Amazon is refunding buyers despite delivery and proof of delivery.
SEAmod
@Seller_bHL2yFzkRYEpz
I am sorry you feel that way. Good luck to you.
SEAmod
@Seller_bHL2yFzkRYEpz
I am sorry you feel that way. Good luck to you.
Seller_5tlCr4Spn5nzh
Any insight on this one? https://sellercentral.amazon.com/seller-forums/discussions/t/089804df-347c-4ce4-8c49-f3a4d92deaeb?postId=d7213e91-9a16-4d1d-a798-f414f0ff77ca&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute
Seller_5tlCr4Spn5nzh
Any insight on this one? https://sellercentral.amazon.com/seller-forums/discussions/t/089804df-347c-4ce4-8c49-f3a4d92deaeb?postId=d7213e91-9a16-4d1d-a798-f414f0ff77ca&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute&mons_redirect=stck_reroute
SEAmod
@Seller_5tlCr4Spn5nzh
I read through the thread you linked in your post. There is no SAFE-T claim program in the Canada store.
SEAmod
@Seller_5tlCr4Spn5nzh
I read through the thread you linked in your post. There is no SAFE-T claim program in the Canada store.
Seller_5tlCr4Spn5nzh
Thanks for the reply, but when shipping is purchased for Canada orders Amazon states that Safe T Claims protection is available. Isn't this contradicting?
Seller_5tlCr4Spn5nzh
Thanks for the reply, but when shipping is purchased for Canada orders Amazon states that Safe T Claims protection is available. Isn't this contradicting?
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for your reply. Do you have a link to the help page that says SAFE-T claim is available for shipping purchased for orders going into Canada? I am going to research it myself as well. I don't want to provide inaccurate information! I'll post back.
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for your reply. Do you have a link to the help page that says SAFE-T claim is available for shipping purchased for orders going into Canada? I am going to research it myself as well. I don't want to provide inaccurate information! I'll post back.
Seller_5tlCr4Spn5nzh
Please see the attached screenshot. This is the ship page we get with every Canadian shipment
Seller_5tlCr4Spn5nzh
Please see the attached screenshot. This is the ship page we get with every Canadian shipment
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for the screenshot. Now I understand and can see that if a seller is based in the US and they buy shipping to deliver to Canada, then they do qualify for SAFE-T claim protection.
Strikeout made by SEAmod. This is an incorrect statement based on information further down in this thread.
SEAmod
Hi @Seller_5tlCr4Spn5nzh
Thanks for the screenshot. Now I understand and can see that if a seller is based in the US and they buy shipping to deliver to Canada, then they do qualify for SAFE-T claim protection.
Strikeout made by SEAmod. This is an incorrect statement based on information further down in this thread.
Seller_5tlCr4Spn5nzh
How do we file a Safe-T claim? When I attempt to file a Safe-T claim for the order I get an error that its an invalid order number. See attached screenshot.
Thanks
Seller_5tlCr4Spn5nzh
How do we file a Safe-T claim? When I attempt to file a Safe-T claim for the order I get an error that its an invalid order number. See attached screenshot.
Thanks
SEAmod
Hi @Seller_5tlCr4Spn5nzh
I admit that it is confusing. My understanding is that the annotation on the order stating it is "claims protected" is erroneous. I say that because the help page found here:
https://sellercentral.amazon.com/help/hub/reference/GUJPSX2P9N79GRTH
states the following:
"You can now use Buy Shipping services to buy shipping labels for your seller-fulfilled orders through Seller Central and ship from a US address to customers in the UK, Germany, France, Italy, Spain, the Netherlands, Poland, and Sweden with a supported carrier."
SEAmod
Hi @Seller_5tlCr4Spn5nzh
I admit that it is confusing. My understanding is that the annotation on the order stating it is "claims protected" is erroneous. I say that because the help page found here:
https://sellercentral.amazon.com/help/hub/reference/GUJPSX2P9N79GRTH
states the following:
"You can now use Buy Shipping services to buy shipping labels for your seller-fulfilled orders through Seller Central and ship from a US address to customers in the UK, Germany, France, Italy, Spain, the Netherlands, Poland, and Sweden with a supported carrier."
Seller_5tlCr4Spn5nzh
Doesn't your citation refer to the Amazon "Buy Shipping" program that is located here? https://ship.amazon.com/
Seller_5tlCr4Spn5nzh
Doesn't your citation refer to the Amazon "Buy Shipping" program that is located here? https://ship.amazon.com/
Seller_egmJkP7C3ln6Y
Amazon is granting all kind of claims for the customers. They dont even look at the case. I just had a customer claiming they returned the watch, no tracking , no contacting us for anything and Amazon refunded the money right away. We have not received the returned watch. We appealed it and they denied it.
Another case... I have is a customer that claimed he didn't receive the watch eventho, it says it was delivered and signed by the customer and Amazon refunded the money. They just dont care since it is your money and not theirs!
Seller_egmJkP7C3ln6Y
Amazon is granting all kind of claims for the customers. They dont even look at the case. I just had a customer claiming they returned the watch, no tracking , no contacting us for anything and Amazon refunded the money right away. We have not received the returned watch. We appealed it and they denied it.
Another case... I have is a customer that claimed he didn't receive the watch eventho, it says it was delivered and signed by the customer and Amazon refunded the money. They just dont care since it is your money and not theirs!
