Lost AtoZ claim worth over 1K - Amazon Made an Error - Mod Assistance Requested
I lost an AtoZ claim worth over $1,000 for “Package didn’t arrive” however I am certain Amazon has made an error in their decision.
I appealed the AtoZ claim on March 13th however the claim has been in “Under review” status for about 5 months! Therefore it appears no action will be taken by Amazon and the case is not going to be reviewed. I am making this post so that a mod can escalate this and have this case actually reviewed. Please see case ID 14938510441 / Order # 111-4416284-3722627 for reference.
Key facts:
1. Amazon’s “Buy shipping” was used, item was shipped on the “Ship by” date, label is listed as “Claims protected”.
2. Item was shipped via UPS with signature required. Tracking shows item was delivered and signed for.
3. Customer claims the package was stolen. This claim is highly suspect given the item was signed for. Furthermore in buyer seller messages the customer said “So when I asked my neighbor they told me they saw ups give a box to someone with my name on it, but they didn’t know who it was”. How is it possible that the neighbor could read the name on the shipping label? One has to be within a few feet of the package to make out the small name on the shipping label. Also why would a neighbor be watching who UPS is delivering packages to and attempting to read the name on the shipping label? The story from the customer does not make any sense.
Reasons Amazon’s “Seller Fault” decision is incorrect:
4. Given the first bullet listed above this order should be protected against "Package didn’t arrive" claims. See Amazon's help article: Amazon Buy Shipping protections. I have met all 3 requirements shown therefore I should be covered. Instead Amazon has debited my seller account for over $1,000.
5. This claim was filed on 2/28/24. On 3/6/24 I received an email from Amazon stating that the customer’s claim has been denied (decided in my favor). Then the next day on 3/7/24 I received an email from Amazon subject: “Refund Initiated for Order 111-4416284-3722627” “Issuer of Refund : Manually Enforced” where Amazon has refunded the customer in full! I never received an email from Amazon stating I was found at fault and would be responsible for funding the claim.
6. In a recent Amazon forum post another seller said they had the same issue as me where the customer claimed "My package was stolen", @SEAmod responded and said “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.”
Note that in the AtoZ claim appeal notes I included a link to a photo album that contains multiple screenshots, please view these screenshots as they are supporting evidence for my case / appeal.
@Glenn_Amazon@Rose_Amazon@Michelle_Amazon@Dominic_Amazon@Atlas_Amazon
Thank you
Lost AtoZ claim worth over 1K - Amazon Made an Error - Mod Assistance Requested
I lost an AtoZ claim worth over $1,000 for “Package didn’t arrive” however I am certain Amazon has made an error in their decision.
I appealed the AtoZ claim on March 13th however the claim has been in “Under review” status for about 5 months! Therefore it appears no action will be taken by Amazon and the case is not going to be reviewed. I am making this post so that a mod can escalate this and have this case actually reviewed. Please see case ID 14938510441 / Order # 111-4416284-3722627 for reference.
Key facts:
1. Amazon’s “Buy shipping” was used, item was shipped on the “Ship by” date, label is listed as “Claims protected”.
2. Item was shipped via UPS with signature required. Tracking shows item was delivered and signed for.
3. Customer claims the package was stolen. This claim is highly suspect given the item was signed for. Furthermore in buyer seller messages the customer said “So when I asked my neighbor they told me they saw ups give a box to someone with my name on it, but they didn’t know who it was”. How is it possible that the neighbor could read the name on the shipping label? One has to be within a few feet of the package to make out the small name on the shipping label. Also why would a neighbor be watching who UPS is delivering packages to and attempting to read the name on the shipping label? The story from the customer does not make any sense.
Reasons Amazon’s “Seller Fault” decision is incorrect:
4. Given the first bullet listed above this order should be protected against "Package didn’t arrive" claims. See Amazon's help article: Amazon Buy Shipping protections. I have met all 3 requirements shown therefore I should be covered. Instead Amazon has debited my seller account for over $1,000.
5. This claim was filed on 2/28/24. On 3/6/24 I received an email from Amazon stating that the customer’s claim has been denied (decided in my favor). Then the next day on 3/7/24 I received an email from Amazon subject: “Refund Initiated for Order 111-4416284-3722627” “Issuer of Refund : Manually Enforced” where Amazon has refunded the customer in full! I never received an email from Amazon stating I was found at fault and would be responsible for funding the claim.
6. In a recent Amazon forum post another seller said they had the same issue as me where the customer claimed "My package was stolen", @SEAmod responded and said “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.”
Note that in the AtoZ claim appeal notes I included a link to a photo album that contains multiple screenshots, please view these screenshots as they are supporting evidence for my case / appeal.
@Glenn_Amazon@Rose_Amazon@Michelle_Amazon@Dominic_Amazon@Atlas_Amazon
Thank you
55 yanıt
Seller_qTJiCxRI8PpIZ
You may try to file a claim with UPS. Unfortunately, "signature required" doesn't mean anything. UPS, especially, will let anyone sign for it. They don't bother to make sure the person signing matches the name on the label, only that someone signed for it. I discovered this when I was able to sign for my boss's packages at work. You've definitely done right by tagging mods. Hopefully someone will help. I would still try to file a claim with UPS as well.
Seller_kIukTwdhvntAp
"Lost AtoZ claim worth over 1K"
"Tracking shows item was delivered and signed for."
I don't have a solution for Amazon allowing theft and fraud BUT if this was shipped using the USPS please report the issue to the Postal Inspectors as mail fraud. If not, report it to the carrier.
ALSO the Government has a site IC3 (Amazon will remove the link if I put it here) where you can report the use of the internet for theft if it was UPS, FedEx or whatever. It is generally used to report on websites but it can be used to report buyers as well if you happen to encounter one of the Amazon scam crowd.
In all cases it at least puts the con artists into a data base for future reference by the authorities.
There's an OLD saying -- If you aren't part of the solution you are part of the problem.
PLEASE REPORT, REPORT, REPORT, REPORT.
And, DO NOT forget the Police Department where you are, as well as where the 'buyer' is!
Seller_4zBzdtgCyS9EI
Was the package RECEIVED by the carrier, IN HAND (as per UPS tracking, not what Amazon shows for buyers) on or before the ship by date? Printing labels and having bulk pick up scans doesn't count. it must be an on time "in hands" scan
Seller_4zBzdtgCyS9EI
So the package was individually scanned in? Because usually drivers do not scan anything in at pick up. It gets processed later that day, even the next day and gets it's first actual scan...
Joey_Amazon
Hello @Seller_nB3lJtgLDe5Ww,
Thank you for utilizing the forums!
Based on the information provided. I have decided to request our internal team to review your claim. I will post here once I have more information.
Thanks,
Joey
Seller_4zBzdtgCyS9EI
and that's why you lost............
Amazon gives you only the first shot to do it right, that means you MUST tell the buyer that they are protected, not to worry, and to please open an A-Z claim.
Why would you even care if it is fraud or not for a package Amazon covers. You certainly are not suppose to, that's the whole idea
Seller_4zBzdtgCyS9EI
Experience!................
There is so much hidden information in Amazon's policies, it is nearly impossible to find anything when you search for it, just like the product catalog. Nevertheless, it's there...somewhere. Could be in communication guidelines, under "returns" though it's not a return. Just go ahead and try to find ANY guidance in help as to how to respond to an INR message. Yet I know it's somewhere in there, that you need to send the buyer to open an A-Z. While it may not explicitly state "You may not say anything else to the buyer first" It will say somewhere you MUST send them to A-Z. So not having done that will be used to void the protection. I have seen it dozens of times...
But you may get lucky on appeal....
Seller_24FzucbyGtgZS
You are letting this sit way too long.
First - the mods cannot help you.
Second - you should have already filed for arbitration.
Third - you should be reporting the "buyer" to their local police department for fraud and theft.
Fourth - you should be notifying the UPS Security department of this buyer's fraud and theft.
Seller_4HsL3GZbyDLea
Seller_aEzr9PjpfpuxN
You did everything correct. Ignore some of the clowns on here they like to harass and beat up on people looking for help. Sometime you lose an A to Z for no reason and have t get a Mod to help fix it. The Mods will take of this. best of luck
