A-to-Z Claim Denied but Tracking Shows Delivered
Hi, I'm hoping an Amazon moderator can help with this issue.
We received an A-to-Z claim for order 113-7068660-3573025. The claim was almost immediately decided in favor of the buyer as the Amazon representative said the package was being returned to us. Unfortunately that was not the case. Nowhere in the tracking is there any indication of the package being returned. About 2 hours after Amazon found in favor of the buyer, the package was delivered and signed for by the buyer.
This package was shipped on time, but delivered later than expected due to the customer leaving their apartment number off of the shipping address. UPS attempted delivery on the promised date but could not due to the missing apartment number. We contacted the customer who provided the apartment number. We passed it along to UPS who updated the address at our expense. UPS attempted delivery 3 times before catching the customer at home. Apparently, the UPS driver did not feel it was safe to leave the package.
We appealed the claim and referenced the tracking information in the appeal. Amazon came back to us and decided that we had provided insufficient information and denied the claim. How much more proof is needed than tracking showing delivered and signed for by the customer?
A-to-Z Claim Denied but Tracking Shows Delivered
Hi, I'm hoping an Amazon moderator can help with this issue.
We received an A-to-Z claim for order 113-7068660-3573025. The claim was almost immediately decided in favor of the buyer as the Amazon representative said the package was being returned to us. Unfortunately that was not the case. Nowhere in the tracking is there any indication of the package being returned. About 2 hours after Amazon found in favor of the buyer, the package was delivered and signed for by the buyer.
This package was shipped on time, but delivered later than expected due to the customer leaving their apartment number off of the shipping address. UPS attempted delivery on the promised date but could not due to the missing apartment number. We contacted the customer who provided the apartment number. We passed it along to UPS who updated the address at our expense. UPS attempted delivery 3 times before catching the customer at home. Apparently, the UPS driver did not feel it was safe to leave the package.
We appealed the claim and referenced the tracking information in the appeal. Amazon came back to us and decided that we had provided insufficient information and denied the claim. How much more proof is needed than tracking showing delivered and signed for by the customer?
25 risposte
Seller_CW0P5hgbsiqWX
It happens all the time, and is a scam buyers use to get free products. They call Customer Services and make up a long sod story about how the product did not arrive in time. Customer service does not have the time to go into checking tracking details and just refunds. Another happy buyer and the service rep did their job, at your expense of course.
When you appealed the claim, did escalate to a supervisor, and state thar the rep issuing the refund acted in error.
If you sent the facts clearly stated on the first go-around, don't send them a second time of you will look like a foor. Blame the failure on the reviewing Rep not to follow Amazon's own policies. It seems that supervisors are always looking for errors made by the employees they supervise. It can turn into one week less they work for the company.
Topher_Amazon
Hi @Seller_lH1vINTi6IyMJ, can you share the case number for the claim appeal for me to check into?
Topher
Seller_Sram36TnVt73c
did you purchase your shipping label on Amazon?
What carrier did you use to ship TO the customer?
Topher_Amazon
@Seller_lH1vINTi6IyMJ just pinging again before the weekend here as well as echoing the above question from nullandvoid.
Seller_Sram36TnVt73c
If you didn't buy shipping through Amazon, you are out of luck.
