Undeliverable FBM order returned to the wrong address by UPS!
I shipped an FBM package on time, using UPS Ground Saver purchased through Amazon.
USPS marked the package as undeliverable and would return to sender...a few days later it was delivered to an Amazon warehouse in Hebron, KY. When I contacted UPS about the issue, they stated that it was returned to the address on Amazon's UPS account, not the mailing address. Our return address settings are 100% correct and we have never been located in KY.
The customer opened an A-Z claim, and a seller funded refund was granted. I attempted to appeal but my appeal was denied. It was escalated to case 17660262741 but we recieved a denial.
We did everything correctly and UPS returned the package to the wrong city - anyone know how to appeal this further? At this point we are out the product and the refund money. Thank you!
@KJ_Amazonhelped fix a similar issue for another seller, can you help?
https://sellercentral.amazon.com/seller-forums/discussions/t/888fdcee-baad-42ff-bd7c-69b718da550c
Undeliverable FBM order returned to the wrong address by UPS!
I shipped an FBM package on time, using UPS Ground Saver purchased through Amazon.
USPS marked the package as undeliverable and would return to sender...a few days later it was delivered to an Amazon warehouse in Hebron, KY. When I contacted UPS about the issue, they stated that it was returned to the address on Amazon's UPS account, not the mailing address. Our return address settings are 100% correct and we have never been located in KY.
The customer opened an A-Z claim, and a seller funded refund was granted. I attempted to appeal but my appeal was denied. It was escalated to case 17660262741 but we recieved a denial.
We did everything correctly and UPS returned the package to the wrong city - anyone know how to appeal this further? At this point we are out the product and the refund money. Thank you!
@KJ_Amazonhelped fix a similar issue for another seller, can you help?
https://sellercentral.amazon.com/seller-forums/discussions/t/888fdcee-baad-42ff-bd7c-69b718da550c
14 replies
KJ_Amazon
Thank you @Seller_6c56Wu5DeMW7V. I asked our partner team to review the shipment/return details.
KJ_Amazon
Yes, they confirmed that it was returned to an Amazon warehouse because the UPS shipping account is registered to Amazon. Because of this UPS closed the UPS package claim because in their eyes, they had returned the shipment to who the shipper was--according to them--despite the shipping label having our return address on it.
How did they confirm this to you? Did they provide claims/confirmation details that specifies the shipment was returned/rerouted to an Amazon location? Did you share that information in any of your cases?
