A-Z Claim on bank holiday
I received an A-Z claim on Saturday morning as “item not received”, it is an expensive item and was due to be delivered on 16th August which buyer was informed of as it is a heavy item delivered by Kinetic Logistics via a special van with no tracking link or number. I have to respond to this claim until Tuesday morning 8:30AM sharp. My question is, we have been trying to contact Kinetics for the whereabouts of the parcel since Saturday morning when we received the claim and they are closed until Tuesday due to bank holiday , I’m afraid as soon as we get any response from courier the claim would have already been closed in buyer’s favor. I don’t know if the parcel has been delivered to a neighbor or been refused by the buyer or already received , how best to respond to the claim? We spoke to live chat to extend the response time by a day but they have no tools to do this. Any help would be appreciated.
A-Z Claim on bank holiday
I received an A-Z claim on Saturday morning as “item not received”, it is an expensive item and was due to be delivered on 16th August which buyer was informed of as it is a heavy item delivered by Kinetic Logistics via a special van with no tracking link or number. I have to respond to this claim until Tuesday morning 8:30AM sharp. My question is, we have been trying to contact Kinetics for the whereabouts of the parcel since Saturday morning when we received the claim and they are closed until Tuesday due to bank holiday , I’m afraid as soon as we get any response from courier the claim would have already been closed in buyer’s favor. I don’t know if the parcel has been delivered to a neighbor or been refused by the buyer or already received , how best to respond to the claim? We spoke to live chat to extend the response time by a day but they have no tools to do this. Any help would be appreciated.
44 replies
Seller_hC0hNVDuILaKO
First point
Being an “Expensive” and “Heavy” item that required a special van for delivery it seems extremely strange that there was no tracking.
Surely in this instance it was essential to advise the customer of a delivery schedule.
With an INR A-Z claim you will either have it auto decided instantly with no chance for you to have any input, or you will have 72 hours to respond before the auto decision kicks in.
If the claim was made on Saturday then you have until the corresponding time on the Tuesday to reply.
Seller_EJIX7rqDNQJi2
Since the A-Z claim is already open, you should submit a representation as soon as possible, Amazon will then contact the buyer or get back to you asking for additional information.
Here is a response template which you can use. Fill it with all available data about the package which you have, since the 72 hours deadline to submit your reply will soon expire:
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). Please close this claim since the order was already delivered. Thank you.”
Even if the package wasn’t yet delivered, it is very unlikely that Amazon will grant it without contacting you again once you respond.
Seller_bhSWqoVh7Pn98
You MUST defend the claim in time.
The courier work from 9am, so call them asap. Then email Amazon with proof of delivery as an update on the A-Z Claim. Don’t defend the claim until 15 minutes before the deadline, so then they may not decide before you can contact the courier.
Say that the courier is xxx and delivery number is xxx (also give them any online link of courier and phone number, etc) -
I’d explain as public holiday since the A-Z Claim raised that you cannot contact the courier until later on 27 August and you will then provide proof of delivery to the Buyer or a neighbour (as allowed under Amazon rules).
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I do think it is wrong though that A-Z are now only 3 days even over a weekend or holiday. It should be 3 working days.
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Personally, I’d also manually track all orders in the future, as if no online tracking, you could lose more claims. The courier is allowed to phone each Buyer to arrange delivery as well.
Seller_xUKHc5xSYJmI4
Has the order exceeded the estimate delivery date? If it’s expensive puzzles why you did not send the order tracked. Large and heavy parcels don’t just disappear the courier will have the information. They will know how many parcels we collected delivered etc and who delivered it.
Seller_Cijrd1e699k09
How did this turn out? I’m interested in knowing what the end result was. 
Seller_OPIGLOYfyTIdQ
If this is a van they must have some paperwork or else they would have troubles with the police.
Ask manager there to scan the invoice with the signature. Here is your proof.
Seller_kHIYvQFgzwVAy
parcel2go or something would have been cheaper probably
Seller_lf5vv8vF2sGlR
Ignorance of people on this thread when it comes to delivery of heavy items over 30kg is quite staggering.
Seller_lf5vv8vF2sGlR
If you so wish.
Any parcel over 32kg requires a 2 man team to deliver it, that’s just a basic premises of weight handling regulations.
Courier companies such as Parcel2Go do not book such heavy parcels as a result, they are always specialist firms that do a smaller number of deliveries per day.
Such firms always, in my experience, get a signature on a paper form from the recipient which is returned to their office.
Proof of delivery is only then supplied on request as it’s non electronic.
If you’ve ever had a large domestic appliance or piece of furniture delivered, you’ll have experienced the type of service.
The buyer in this case knows how to play the system, most likely received the delivery on time and deliberately timed his A to Z to maximise the chance of getting a full refund before the sender had a chance to check with the courier company.
When I started in this trade, this was the way ALL deliveries worked. It’s now just two man deliveries where this tends to happen, but it’s VERY EASY for a determined fraudster to win an AtoZ or an eBay / Paypal case with this type of delivery - and they know it.
Seller_LpjhinHAD7f55
Its a shame the orignal poster does not come back and give an update as he must have spoken to the courier company by now
