FBM package tracking shows delivered but buyer said she didn't receive it, shipping label bought from Amazon shipping
Hi, I looked through the forums before posting this but I am confused which process I should proceed since I've never done this before. The label was bought with buy shipping and tracking shows delivered but the buyer said she didn't receive it.
On the forum it seems the correct move is to request that the customer file an A-Z claim which should be approved in my favor automatically, and then I still get the full payout and the customer gets a refund. But when I talked to an amazon agent yesterday, he didn't say anything about seller protection, but he suggests me refund the buyer then file safe-t claim.
So which one should I proceed now? Ask the customer to file a-z claim OR refund the buyer then file safe-t claim?
FBM package tracking shows delivered but buyer said she didn't receive it, shipping label bought from Amazon shipping
Hi, I looked through the forums before posting this but I am confused which process I should proceed since I've never done this before. The label was bought with buy shipping and tracking shows delivered but the buyer said she didn't receive it.
On the forum it seems the correct move is to request that the customer file an A-Z claim which should be approved in my favor automatically, and then I still get the full payout and the customer gets a refund. But when I talked to an amazon agent yesterday, he didn't say anything about seller protection, but he suggests me refund the buyer then file safe-t claim.
So which one should I proceed now? Ask the customer to file a-z claim OR refund the buyer then file safe-t claim?
3 yanıt
Seller_nRFmxiQg4EGrw
Amazon support is notorious for giving bad advice.
If you used Amazon shipping, and shipped on time, you should instruct the customer to file an A-Z for INR. You should be covered; Amazon will refund the customer, you keep your money, and there are no dings against your account.
If you issue a refund, the matter is closed; you will not be reimbursed by Amazon.
Quincy_Amazon
Hello @Seller_UqlvzE8FznQLl
Thank you for posting your inquiry to the Forums.
When you ship on time using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery related claims (as long as you respond to customer inquiries within 48 hours), although you may still be responsible for reimbursing the customer. Please note that you can issue a full refund to the customer by clicking Refund customer as the investigation is under progress and the claim will be closed. This will impact your order defect rate. If you issue a refund to the customer, you may choose to request that the customer return the item before you process the refund.
Please feel free to refer to the following help pages below that will provide additional information regarding A-Z claims process:
Amazon’s A-to-z Guarantee claims
Prevent an A-to-z Guarantee claim
Reimbursement policy for prepaid return labels in the seller-fulfilled network
Please feel free to update this help page with the related order ID number if you need additional assistaince.
Regards,
Quincy_Amazon
