Amazon refunded customer stating we did not ship by due date and we did and proved it but they refused our appeal
We shipped the same day that the order came in. USPS held the package for some reason causing the package to be delivered late. The customer did not contact us, but went straight to Amazon A to Z to file a complaint. You can see by the tracking drop down that we did our part, but Amazon is declining our appeal. Just not right! Now we're being dinged for doing our part.
25 yanıt
Seller_OvL8C4BJWiuS9
Did you use Amazon buy shipping?
KJ_Amazon
Hello @Seller_qr3zT6XR8BRXI
Thanks for checking in about that A-to-Z Claim.
@Seller_OvL8C4BJWiuS9 asked a good question: did you use Buy Shipping for that order? Amazon offers A-to-Z Claim protection for sellers who use Buy Shipping and ship on time, as well as respond promptly to buyer questions.
As for the "tracking dropdown" you mention, can you give more details on this? Does the carrier-provided tracking information show that the shipment was in the carrier possession by the ship-by date?
Seller_O6YWkDReQ90FK
Did you drop the package off at the Post Office and leave? Or did you watch the clerk SCAN your package at the window and then leave?
Seller_DTlU4E3YncmVe
It’s just the cost of doing business on Amazon at this point, they won’t do anything about it unfortunately.
I had a buyer file an A-Z complaint stating that the product got there late and that she wouldn’t be there anymore it was a hotel that we were sending the package out too.
We figured we could just call the hotel and recover our 3 items totaling around $400 with no harm done. Upon calling the hotel, the front desk manager stated that the person was still there and that they had indeed received the package.
Long story short even with a recording and confirmation from the hotel staff, we still lost the claim. That’s the day we learned that, that’s the cost of doing business here. :(
Seller_5OOJbllwLahOh
Welcome to the jungle, It doesn't matter if you didn't do anything wrong, You didn't get in your car pick up the delayed package and drive it to that customers house and hand deliver it, Amazon has to real in the bogus A to Z claims, Make the customer contact the seller first maybe? A to Z really means you're gonna lose your money no matter what!!,
Seller_4k0JrCXsJ5mE3
This exact thing happened to me just last. I shipped the item on the same day the order was placed. The order was also delivered within the specified delivery dates set by Amazon. The customer claimed they didn't receive the item so they filed an A-Z claim. Well, Amazon approved it and refunded the customer on grounds that the item did not deliver within the specified delivery dates. I filed an appeal and provided 2 forms of proof showing the item being delivered on time but Amazon denied the claim. I called Amazon seller help and us seller know how this usually goes. He suggest I open a case and resubmit the tracking information. So I did. Amazon came back saying they stand behind their decision. So, I filed another one and this time added another form of proof straight from the post office. It's currently pending but I don't think Amazon will approve it. It seems a customer simply saying they didn't receive their item has more weight than a seller showing hard evidence that the package was indeed delivered and delivered on time. What makes it even worse it they actually dinged my account for an order defect. Something like this could potentially get a seller account shut down even after the seller did everything right.
Seller_Tr5Ph3PeK4d4m
"Carrier picked up the package" means the label printed. This is not an actual scan with the USPS.
By using Amazon shipping labels, you need an actual scan by USPS, on-time, to win the A to Z claim.
Seller_hRcW3boFdNOVe
As an Amazon seller, dealing with delayed shipments and A-to-Z claims can be challenging, especially when the cause of the delay is beyond your control. Here’s a structured approach to help you address and potentially resolve such issues:
Evidence: Having a clear and detailed tracking record from the shipping provider (e.g., USPS) is crucial evidence that supports the actual drop-off and shipping time.
Carrier Issues: Understand that delays in carrier scanning can occur, especially with USPS. If the item wasn’t scanned immediately upon drop-off, this will reflect on the tracking record, impacting your ship by time. The only way to avoid this is to pass the packages over the counter so they are scanned in immediately. We usually suggest doing this for high-value packages.
Communicate with Amazon: Submit a formal appeal to Amazon’s A-to-Z Guarantee Claim process with the tracking code and link (and POD if available). Highlight the tracking information and any correspondence with the carrier that confirms your shipment was dispatched on time.
Customer Service: Proactively communicate with customers when you anticipate delays or issues. If they are informed and understand the situation, this can sometimes prevent them from filing complaints.
Preventive Measures: Consider incorporating a buffer in your pricing strategy to cover occasional losses due to shipping issues, as recommended with a 5% buffer to handle such expenses. This approach can help you maintain profitability despite the occasional setback.
Review and Adjust: If shipping delays become a frequent issue, evaluate your shipping and handling processes and timelines. It might be necessary to adjust your stated shipping times on Amazon to provide a more accurate expectation for customers and reduce the risk of future claims.
Following these steps should help you manage and appeal A-to-Z claims more effectively, ensuring that your business continues to operate smoothly on Amazon.
Seller_9fc460O6g3Pz6
Something is definitely happening nowadays. In 8 years I have not received as many Atoz claims as I have within a month. Customers don't bother contacting you anymore, they simply file a claim and ofcourse Amazon approves regardless of any proof. It seems the videos on how to defraud amazon sellers is really going around. So sad.
