FBM order reimbursed out of my funds for late delivery after using OTDR
I purchase shipping through Amazon with the OTDR protected badge, and my account uses Automated handling time and Shipping settings automation. Per Amazon TOS this should protect you for claims and late deliveries. I shipped product out the same day, but the carrier got delayed in transit, I now see a "General adjustment" reason for refund on my account, and this customer gets to keep my product and I pay them for it.
How fair is this?
Amazon set clear guidelines, and I abide to it, and still end up burned. My OTDR rate went from 100% to low 80' just for this. Because to be on the safe side, I usually purchase shipping for delivery a day earlier than "deliver by" date. Why do I have to give a free product to this buyer? and where is the guarantee claimed to be afforded FBM sellers through "OTDR protected" and "Claims protected" shipping?
9 replies
Seller_4zBzdtgCyS9EI
Was the package scanned in as "IN THE HANDS" of the carrier by the ship by date? This does NOT include the first 2 scans, one showing after you print the label, another when the scan sheet is scanned in. Go to the carrier website, it needs to show the package was scanned received by them on time.
Seller_RClwXXLQjUdPk
Are you saying you buy the label a day earlier than you actually ship it? If so, this is a problem. If you are not going to ship something until Wednesday, do not purchase the label earlier than Wednesday. If you do so, you have already voided the new OTDR protections. This is a nice new surprise created by Amazon in the past few months and designed for thim to minimize Buy Shipping protection payouts.
Amazon is making it very clear that they do not want FBM even though many FBM sellers are better at what they do than Amazon in all aspects. They keep pushing us to meet ridiculous standards while throwing new hurdles in our way. When that doesn't work, they try and tell us that services like CSBA are what we should use. When those fail, they just take our money without even telling us they are doing it. Except in the case of sellers that openly break the rules. They seem to like them.
Seller_AzGG4Pv60jXhd
My understanding, Protection is effective September 25, 2024. The OTDR protection from late deliveries on items shipped through Standard shipping (only) if you use all three tools: (1) Shipping Settings Automation (SSA) available to Professional US sellers, (2) Automated handling time (AHT), and (3) Amazon Buy Shipping (thru Amazon or partner).
Seller_ggqJ2mICyTXPL
did the buyer asked for a refund or Amazon automatically refund the buyer because the package was not delivered on time?
I thought Amazon also has a new rule where buyer should return the item to seller if it was delivered late. Otherwise, seller can ask to charge the buyer account.
KJ_Amazon
I purchase shipping through Amazon with the OTDR protected badge, and my account uses Automated handling time and Shipping settings automation. Per Amazon TOS this should protect you for claims and late deliveries. I shipped product out the same day, but the carrier got delayed in transit, I now see a "General adjustment" reason for refund on my account, and this customer gets to keep my product and I pay them for it.
Hello @Seller_QrA1XiiWqrL3L
There are two types of protections available from Amazon Buy Shipping: Claims Protection and OTDR Protection.
Each has several conditions, with both including purchasing a "Claims/OTDR Protected" shipping service with Amazon Buy Shipping.
You write that your order was refunded through a "general adjustment." Was a claim filed for the order, and did it meet the claims protections detailed below? Do you participate in Seller-Fulfilled Prime or CSBA?
Amazon Buy Shipping protections
Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true: (1) The buyer was reimbursed by Amazon for not receiving their package; (2) The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service; (3) The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
OTDR Protection: "If you purchase a shipping label with the "OTDR Protected" badge in Amazon Buy Shipping and used Automated Handling Time (AHT) and Shipping Settings Automation (SSA), your OTDR will not be negatively impacted by late deliveries."
My understanding, Protection is effective September 25, 2024.
Hello @Seller_AzGG4Pv60jXhd OTDR protection is currently effective for orders placed beginning July 25, 2024. Effective September 25, 2024, you'll need to maintain a minimum 90% OTDR without promise extensions to have seller-fulfilled products listed on Amazon.com.
