Amazon no longer provides buyer support for FBM Buy Shipping issues
I was contacted by two customers today due to USPS tracking showing their orders delivered but both insist they were not. I used Amazon's buy shipping service to purchase the labels. As I always do with this problem, I referred the customer to buyer customer service for resolution.
Buyer customer service told both customers that they don't provide customer service for FBM orders and referred the customers back to me.
I then opened a case with seller support and was told that buyer customer service no longer handles buy shipping issues and that I needed to tell the customers to call USPS and open a claim with them.
One of the customers was told that no claim could be opened when a package is actually delivered.
Now I have 2 upset customers that are looking at me as the cause of their problems. I shouldn't even be dealing with any of this!
What are the ramifications of me suggesting to the customers that they file an A-Z claim to get a refund? Will the tracking data showing that the orders were delivered be adequate to defend against the claim? If not, what would you guys do in this situation? I'd love your suggestions.
Thanks!
Amazon no longer provides buyer support for FBM Buy Shipping issues
I was contacted by two customers today due to USPS tracking showing their orders delivered but both insist they were not. I used Amazon's buy shipping service to purchase the labels. As I always do with this problem, I referred the customer to buyer customer service for resolution.
Buyer customer service told both customers that they don't provide customer service for FBM orders and referred the customers back to me.
I then opened a case with seller support and was told that buyer customer service no longer handles buy shipping issues and that I needed to tell the customers to call USPS and open a claim with them.
One of the customers was told that no claim could be opened when a package is actually delivered.
Now I have 2 upset customers that are looking at me as the cause of their problems. I shouldn't even be dealing with any of this!
What are the ramifications of me suggesting to the customers that they file an A-Z claim to get a refund? Will the tracking data showing that the orders were delivered be adequate to defend against the claim? If not, what would you guys do in this situation? I'd love your suggestions.
Thanks!
5 replies
Seller_f4a7xAPCCSMqD
Direct them to open an A-Z claim for package not received. This is the form response we normally use:
You may be eligible to request a refund under the A-to-z Guarantee if “You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund.”
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order:
1. Go to Your Orders
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive”
When you get the A-Z claim, this is the form response I use to represent our case:
This claim meets all requirements to be covered under Amazon's Buy Shipping Guarantee.
* ship-by date on the order was X
* order was shipped X with shipping purchased from Amazon (X tracking XXXX)
* carrier scan shows they took possession of the package on X, so the order was shipped on time
* carrier tracking shows that the order was delivered on X, so the order was delivered on time -
Since the order was shipped on time and shipping was purchased through Amazon's buy shipping, it qualifies to be covered under Amazon's buy shipping guarantee. A-Z claim should be funded by Amazon and not count against our ODR.
Seller_kIukTwdhvntAp
Welcome to the jungle.
First, @Seller_f4a7xAPCCSMqDgave you the template to use for these folks.
THEN, referring buyers to 'customer service' for missing FBM shipments has NEVER been the way to go.
That only works for FBA shipments and, as you discovered, doing so just leads to PI#$# OFF REALLY ANGRY buyers when they had faith enough in you to buy FBM instead of through Amazon.
If you seriously believe ' I shouldn't even be dealing with any of this!' just send all your stuff to AMAZON and do FBA.
Then THEY get to deal with all of it and you just get to deal with AMAZON when THEY create problems -- which they are extremely good at doing.
KJ_Amazon
Hello @Seller_QjMhuQlay1HiB. I see that you received some excellent advice and suggestions from @Seller_f4a7xAPCCSMqDand @Seller_kIukTwdhvntAp.
Can you please share the Case ID where you were told "buyer customer service no longer handles buy shipping issues" as I would like to review it.
Please check our seller help page to learn about the benefits of using Buy Shipping, including protect against A-to-z Guarantee claims:
Buy Shipping benefits and features
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.
