Amazon Buy Shipping and UPS Insurance - Not covered under A-to-Z ?
(1.) On Tuesday, January 7th we shipped the product for order 114-3861677-1387437 via Amazon Buy Shipping with full UPS insurance. The customer is in Mexico, and as usual UPS stated they couldn't 'reach the receiver' for customs clearance.
(2.) On February 25th the customer opened an A-to-Z claim claiming they had not received the package. This claim was found in the customer's favor, despite us having purchased the shipping label through Amazon's 'BUY SHIPPING' policy.
(3.) After appealing the AtoZ claim, Amazon directed us to start a claim with the carrier which we did on March 17th 2025.
(4.) Today UPS closed the claim, stating the package was returned to an Amazon warehouse "PHX IE MDU"
(5.) We purchased shipping through Amazon Buy Shipping which should have covered us for any shipping issues, AND we purchased insurance for the package as well. Now Amazon has the product, the customer has our money, and we have nothing. We've opened a case under ID 17547780181.
This is so completely ridiculous that it's hard to believe it's real. Hoping a mod can help with this. @KJ_Amazon ?
Amazon Buy Shipping and UPS Insurance - Not covered under A-to-Z ?
(1.) On Tuesday, January 7th we shipped the product for order 114-3861677-1387437 via Amazon Buy Shipping with full UPS insurance. The customer is in Mexico, and as usual UPS stated they couldn't 'reach the receiver' for customs clearance.
(2.) On February 25th the customer opened an A-to-Z claim claiming they had not received the package. This claim was found in the customer's favor, despite us having purchased the shipping label through Amazon's 'BUY SHIPPING' policy.
(3.) After appealing the AtoZ claim, Amazon directed us to start a claim with the carrier which we did on March 17th 2025.
(4.) Today UPS closed the claim, stating the package was returned to an Amazon warehouse "PHX IE MDU"
(5.) We purchased shipping through Amazon Buy Shipping which should have covered us for any shipping issues, AND we purchased insurance for the package as well. Now Amazon has the product, the customer has our money, and we have nothing. We've opened a case under ID 17547780181.
This is so completely ridiculous that it's hard to believe it's real. Hoping a mod can help with this. @KJ_Amazon ?
10 replies
Seller_OvL8C4BJWiuS9
Can't you file a claim for the insurance protection? Does Amazon's shipping cover issues related to customs?
Seller_6UnqM5af7cwSH
Thanks for the tags! That's what I thought too, but Amazon said we had to use the carrier insurance. We created a case this morning under case number 17547780181
Seller_6UnqM5af7cwSH
UPDATE: Amazon closed my case stating they 'stand by their original decision'.
So I cannot claim the insurance on the package because the package was returned to Amazon--INSTEAD OF ME--and Amazon refuses to cover me despite having used 'Buy Shipping'.
Danny_Amazon
Hello @Seller_6UnqM5af7cwSH- and thanks for highlighting this experience here on the seller forums. I apologize I am just seeing this thread, but I did want to comment to let you know I have submitted a request from my end for some further review of this claim decision in case any further recourse is possible.
As I receive any word that our team's investigation is complete, I'll be sure to tag you in this thread, but please know this may take several business days.
Thank you,
Danny
Seller_6UnqM5af7cwSH
@Danny_Amazon
Thank you. We were told to call a specific UPS number to file a claim, and whenever we would call we would be told that we need to be transferred to the claims team. From there we would wait on hold for up to 45 minutes only to be disconnected. We provided this information to Amazon under case number 17723216081 which was transferred to the A-to-Z team who responded today stating:
Hello,
We have reviewed the buyer’s claim and the information you provided for order 114-3861677-1387437.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon
This is ridiculous! We shipped the item via Amazon's Buy Shipping--on time--and it was undeliverable. Then Amazon GRANTS the customer an A-to-Z claim stating they did not receive the item--which is covered under the Buy Shipping policy. Then Amazon tells us to file a claim with UPS, and UPS closes the claim saying the package isn't lost, it was returned to an Amazon warehouse! We really need help with this because so far the terms and rules of the Buy Shipping agreement which we used for our own protection, are being flagrantly disregarded.
Danny_Amazon
Hello again @Seller_6UnqM5af7cwSH- thank you for this response.
I did receive word back on the escalation I had filed for this claim decision. Our team advised that since the tracking shows the item was undeliverable and marked as returning to sender, they have confirmed that the claim should be funded by the seller, but have not counted the claim against the ODR metric. They further advised this decision is valid as it is the seller's responsibility for providing a valid return shipping address in the event of an undeliverable shipment.
You can see the following section of the A-to-z Claims Policy page for more information:
"Amazon will automatically grant the claim and debit the claim amount from your account in the following circumstances:
- ...
- The tracking you provided shows that the order is undeliverable."
I apologize this wasn't the outcome we were hoping for, but I am glad to have gotten it escalation for an additional layer of review.
I appreciate your understanding,
Danny
Seller_6UnqM5af7cwSH
But it was returned to Amazon because it is Amazon's UPS shipping account since I used 'BUY SHIPPING'! If this is the case then Amazon should return the package to ME as it is in their possession!
Danny_Amazon
Thank you for the follow up, @Seller_6UnqM5af7cwSH- and I am glad to see that the one and only @KJ_Amazonwas able to work with you via this concurrent thread to have reimbursement processed.
Thank you again for surfacing here on the forums!
-Danny
