Safe-T Claim question
A customer filed an A-Z Claim against us for not issuing a refund before we received the return. Amazon granted the A-Z Claim and denied my appeal. We still have not received the package- according to the UPS tracking, it's lost. We started a claim with UPS about this package, but because it was shipped on Amazon's account, we are unable to check the status of the claim and Amazon would be granted any money returned from the claim anyway. I'm unable to file a Safe-T claim because the customer was granted their A-Z claim. Do you know if there's anything I can do to get some of our money back from this $500ish dollar order?
Safe-T Claim question
A customer filed an A-Z Claim against us for not issuing a refund before we received the return. Amazon granted the A-Z Claim and denied my appeal. We still have not received the package- according to the UPS tracking, it's lost. We started a claim with UPS about this package, but because it was shipped on Amazon's account, we are unable to check the status of the claim and Amazon would be granted any money returned from the claim anyway. I'm unable to file a Safe-T claim because the customer was granted their A-Z claim. Do you know if there's anything I can do to get some of our money back from this $500ish dollar order?
15 replies
SEAmod
Hello @Seller_faQOqtScXV7Di
When return tracking shows a package en route back to the seller, Amazon will process the customer refund and not impact the seller's Order Defect Rate (ODR). However, ODR may be affected if the return is due to late shipment.
For more details, visit our help page: Amazon’s A-to-z Guarantee claims: Instant customer refunds
Seller_R2dP7Hunjcdj0
We also had a recent similar event. We shipped an Amazon Order ($500.00 + Shipping).
The Buyer initiated a Return using Reason: Arrived Damaged.
We DID receive the item back, and it WAS broken, so we issued the Buyer a complete Refund.
This order was shipped UPS GROUND with Full Insurance, GPS Tracking and Signature Required for Delivery. Postage purchased using Amazon Buy Shipping and shipped/scanned On-Time.
However, once we received the Return back we found we were unable to even successfully file a UPS Claim for Damage, even though it WAS fully insured.
After numerous attempts to speak with a human being, including many failed calls and recalls. Finally I reach a real human being who told me that the Damaged Return was NOT actually covered because the Buyer had Shipped the Return back to us.
Which is not only Amazon Policy and a requirement, but without a Buyer required to Return the "Damaged" item, anyone could "Claim" Damaged for a Full Refund AND get to keep the product.
It made ZERO sense to me, but I have had ZERO recourse in being able to file a Claim for the $500.00 statue that arrived Damaged.
I long for the days when U-PIC covered UPS shipments and not only USPS shipments!
Any guidance on how to successfully file a UPS Claim for Damage on an Amaozn order would be gratefully accepted!
Thanks!
