Help with A-Z Claim - $3400 Loss
Hello!
I'm going to simply lay things out for this and see if maybe someone else has had this issue before. Buyer purchased an item. $3400. Paid for Insurance and Tracking shows delivered. Yet buyer filed an A-Z claimed non delivery. Amazon for some reason sided with them. I've provided them screenshots, links, etc proving to them the item was delivered and yet I'm out $3400? Why? Is this something I have to take the buyer to small claims over and prove that the item does in fact state it was delivered. The buyer is claiming that they filed a police report for the missing item. I asked for a copy of it for the insurance claim. I've received zero response on 3 separate occasions trying to acquire this information.
Help with A-Z Claim - $3400 Loss
Hello!
I'm going to simply lay things out for this and see if maybe someone else has had this issue before. Buyer purchased an item. $3400. Paid for Insurance and Tracking shows delivered. Yet buyer filed an A-Z claimed non delivery. Amazon for some reason sided with them. I've provided them screenshots, links, etc proving to them the item was delivered and yet I'm out $3400? Why? Is this something I have to take the buyer to small claims over and prove that the item does in fact state it was delivered. The buyer is claiming that they filed a police report for the missing item. I asked for a copy of it for the insurance claim. I've received zero response on 3 separate occasions trying to acquire this information.
0 replies
Seller_DdmPiA1p1S2Wu
Did you ship with Amazon Buy Shipping? If so, appeal the A-Z claim with the standard INR appeal template. If not, did you get a signature? If so, send a copy of the signature to the buyer and appeal stating that the buyer signed for the item and refer to the signature confirmation that you messaged to the buyer. (You can't send an image directly to the A-Z team which is why you have to send it to the buyer and then refer the A-Z team to the message.) If you didn't use Amazon Buy Shipping and you didn't get a signature confirmation, then unfortunately you are out of luck. Amazon does not consider a delivery scan as proof of delivery since packages get mis-delivered, and porch pirates steal items. In Amazon's eyes, you are responsible if a porch pirate steals the item and the buyer doesn't get it unless you used Amazon Buy Shipping.
Seller_GTsBg7dD3yp7P
That's called " THEFT BY TAKING" ... Amzo's just leave you hanging -- I too have been a victim in the past . Lean towards a court issue
Seller_xbyd9qVxch3vD
I learned the hard way recently. It depends on how you shipped it. Did you use Amazon Buy Shipping? How did you ship it?
Seller_wnc1pjYEF5ZqF
$3400 order, did the customer sign for the package? Delivery confirmation isn't proof enough of delivery for Amazon, you need a signature, and even then Amazon makes you fight to win the claim.
Seller_DB86NTfg0bMta
Sorry you are dealing with this. I have a somewhat similar situation with a return for a smaller amount. Buyer requested to return a new item, claiming it did not work. Amazon authorized the return and provided the return label at my expense. It has been over 30 days and there are no updates to the tracking information. I do not believe they shipped the item. They opened AtoZ claiming they did not receive refund. I responded three times showing proof of tracking and I have not received the item back. They granted buyer full refund, even though item did not ship. I can't even file Safe-T claim since they opened AtoZ on me.
I don't know how to fight this.
Seller_jwRqYoQlOOMJf
I would advise you to check with your local postal inspector. I believe that would be felonious, but your postal service inspector could look into this for you. If they filed a police report, the postal inspector may have access to confirm or deny and advise of what to do to help get your money back. Best of luck.
Seller_4mbrVddPNE9Zm
I had a customer keep our product and ship us back some old used items; then opened a A-Z claim during the time it was on its way back to us. making it so we cant even open a Safe-T claim. When i sent an email informing them of what we have received; i then received a policy violation for making threats against the customer; when all i did was inform them they sent back the wrong part.
So amazon is setup for us to fail
Seller_SyNLCXlrGxVFW
It's interstate felony theft if you can prove it, but it is difficult to get law enforcement to take a case like this and even more difficult to get some real results. If you want to try, first you have to make a report with your local PD. Then, they have to transfer that to the police department where the buyer lives. When we've gone down this road, we've found the response varies highly from county to county. If it went to California or Chicago? They won't even think about helping. However, I've had sheriffs from places like South Carolina or Georgia jump right in their car as soon as I got in touch and explained what was happening. I'll never forget it. Just the fact that the sheriff showed up to the buyer's house to ask about it had the buyer calling me to apologize, saying they just "found" it (after more than a week of telling me it was nowhere and then succeeding with a payment reversal), and he reimbursed me within the day! Scammers don't expect consequences. Some will fold at the first sign of one.
As others have stated, Buy Shipping is supposed to protect you so you have a much easier path to reimbursement if you used that. If not, I know you cannot go back, but please use it for orders of this value in the future!
Seller_ToPPYvOWlyp9j
I certainly hope you used SIGN CON/CERTIFIED MAIL or w/ UPS or DHL, it's equivalent.
if you shipped USPS, contact USPIS-UNITED STATES POSTAL INSPECTION SERVICE. If a town is big enough to have a federal building or multiple P.O.'s w/ a MAIN POST OFFICE, that's usually where a USPIS office is located.
For this amt of $$, would make a face-to-face appt w/ an inspector. Since we opened a file w/ them for a rash of lost/missing mail and other P.O. issues about 6 years ago, we've averaged less than 1% delivery issues.
Call the town's police, see if a police report has, in fact, been filed (I doubt it .) If not, you can file one! Won't hurt to give the buyer a bad rep locally and they might have attempted this before. The only issue:, in a small town, you might be talking to their brother-in-law or cousin!
Seller_08TZq9sOIaGvv
That is a terrible tuition at the school of hard knocks! So sorry that happened. I can't even imagine. I took that same course, this item was only $600, but I sent another and that too went "missing". Yes, small claims, let them bring the evidence to court although this approach may be difficult , time consuming and you may never collect.
That is why I (now):
1. Use Amazon "buy shipping" at all times
2. Never sell anything over $150 ($30 wholesale)
3. Ship nothing that weighs more than 5lbs
