First time Amazon seller (FBM),I didn't expect it to be this bad.
I'm a first time Amazon seller and I didn't expect it to be this bad.
I had a customer who purchased 7 items from my store, waited until the UPSP logistics showed delivery, sent a message that he didn't see the items in the camera, then filed a claim and was successful, I submitted the UPSP order number as well as reminded him that he could either look around or go to the local post office to check, I sent two messages and screenshots of the UPSP delivery and still no response, and in the end Amazon refunded the money, and I lost Seven items and shipping.
He followed up by purchasing six more items, I sent a message pleading with him to cancel or purchase other store items because mine didn't arrive that quickly but he didn't return my messages and I was afraid he would use a duplicate reason for a refund, I ended up canceling the order but he ordered five more items, I contacted him by message but still no response.
First time Amazon seller (FBM),I didn't expect it to be this bad.
I'm a first time Amazon seller and I didn't expect it to be this bad.
I had a customer who purchased 7 items from my store, waited until the UPSP logistics showed delivery, sent a message that he didn't see the items in the camera, then filed a claim and was successful, I submitted the UPSP order number as well as reminded him that he could either look around or go to the local post office to check, I sent two messages and screenshots of the UPSP delivery and still no response, and in the end Amazon refunded the money, and I lost Seven items and shipping.
He followed up by purchasing six more items, I sent a message pleading with him to cancel or purchase other store items because mine didn't arrive that quickly but he didn't return my messages and I was afraid he would use a duplicate reason for a refund, I ended up canceling the order but he ordered five more items, I contacted him by message but still no response.
10 replies
Seller_z3XfkorVSmnEY
If you used Amazon's Buy Shipping, and shipped on time, and the carrier (presumably USPS) first scan is within the shipping window, you should be covered from an a-z claim.
Some customers prey on new sellers (you're easy to find -- 0 feedback) in an attempt to get free items.
Also of note, customers often don't see messages from us sellers -- some even use 'junk' email addresses because they don't want all the spam from Amazon (or 3P sellers).
When we get a customer who hasn't received a product, but it's marked as delivered by the carrier, we just send them an INR (item not received) template and telling them to take it up with Amazon. IF an a-z claim is filed (sometimes it isn't), we respond to the claim with info on shipping on time, carrier scan on time, and delivery to the customer (sometimes including screenshots of the tracking page).
Seller_Ys8Kz8TPanVFB
@Seller_0xwC4lLpwwT3Q
Just to follow up a little more on what was already said by @Seller_z3XfkorVSmnEY
A few steps to follow.
1. Always be sure to ship on time and keep in mind Amazon is NOT honoring scan sheets anymore. If you're worried about a large order Make the postal clerk and/or UPS driver scan the package. Watch them do it.
2. Always buy your shipping through Amazon buy shipping. Yes, there are other ways but if you want your money covered this is a must.
3. My rule of thumb is over $50 I use priority mail (for the insurance) over $100 I get signature confirmation. It is a little redundant but it can help in some circumstances.
4. If a buyer files for a return STAND YOUR GROUND! Yes, you will have to take the return but there is a right way to do it. Insist that they file for an amazon managed return on their order page. Amazon will provide the label and watch the tracking.
5. If they go A to Z claim or they make a fraudulent return (switched item) you have some protections such as appealing the A to Z claim or a Safe T CLaim. Document everything! Photo and or video what you ship out including serial numbers if you have them. Photo and/or video all returns. Be sure to get the package, the label, you opening the box, everything.
Now, I am NOT going to say that Amazon will follow their own policy in all situations but in my ten year experience they follow their own policies more often than not. Just watch for changing policies every other day.
I hope this helps and best of luck to you!!!!
