Amazon support not following policy on Buy-Shipping protections. -MOD please help.
Order ID: 111-8001019-7507417
SAFE-T claim ID: 88821-41101-3754517
Greetings,
We use CSBA so we don't get AtoZ claims. Everything gets refunded and then we have to file Safe-T claims to be paid when delivery issues arise. This process works most of the time. On this order, they are failing to follow policy.
We purchased shipping using Amazon's buy-shipping, shipped on time (Carrier scan on time), and the order shows delivered.
Here is the refund reason:
MOD's please help, Amazon support is not following policy.
@Danny_Amazon @Jim_Amazon @Dougal_Amazon @Michelle_Amazon @Cooper_Amazon @Dominic_Amazon @Sandy_Amazon @Glenn_Amazon
Amazon support not following policy on Buy-Shipping protections. -MOD please help.
Order ID: 111-8001019-7507417
SAFE-T claim ID: 88821-41101-3754517
Greetings,
We use CSBA so we don't get AtoZ claims. Everything gets refunded and then we have to file Safe-T claims to be paid when delivery issues arise. This process works most of the time. On this order, they are failing to follow policy.
We purchased shipping using Amazon's buy-shipping, shipped on time (Carrier scan on time), and the order shows delivered.
Here is the refund reason:
MOD's please help, Amazon support is not following policy.
@Danny_Amazon @Jim_Amazon @Dougal_Amazon @Michelle_Amazon @Cooper_Amazon @Dominic_Amazon @Sandy_Amazon @Glenn_Amazon
0 yanıt
Seller_DdmPiA1p1S2Wu
This is from the Buy Shipping Protections help page:
A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Notice it indicates this protection is just for A-to-z Guaruntee claims. Since you signed up for CSBA and it doesn't get to the A-to-z claim, you pay out of pocket instead of Amazon covering it. I am rather surprised that Amazon is covering any INR through SAFE-T claims when you are signed up for CSBA. From what I have gathered on the forums, they typically don't. (I have no personal experience with CSBA, though, I've always avoided it like the plague.) It may just depend what rep you happen to get in the SAFE-T claims department, what their mood is, or who knows what else. To have better luck with Amazon paying for INR claims, though, I think it would be best to not be signed up for CSBA.
Seller_nxvyRDZCFduAS
MOD's I'm still needing assistance, Please help!
Roberto_Amazon
Hello! @Seller_nxvyRDZCFduAS
This is Roberto. Thank you for posting to the Forums, I have closely looked into this issue.
It appears the buyer initially mentioned and selected the reason as "not received"; however, the buyer commented with Customer service that they received a different product than what they ordered.
Receiving a different product is considered as Seller fault as per: Return Reason codes for Prepaid Returns, in addition to this, the product in question is non-returnable and makes it ineligible for SAFE-T claim reimbursement as indicated in the policy below:
Customer Service by Amazon refund reimbursement policy
Thank you for your understanding,
Roberto
