We have an ongoing problem that we really need help with please. We ship Freight LTL as our items are oversized and heavy.

We ship on time and the customer receives the item on time. We get signed proof of delivery. All is good in the world.

Roughly 2-3 weeks later, the customer then gets a random email from Amazon AI saying their order may be lost and to asks them so request a refund and might even tell them do an AZ claim.

One of two things happen next, we either get a random email from the customer saying they received the item, or we get an email asking for a refund.

It seems like Amazon's AI is not recognizing the tracking info we post to the customers account. This is regardless that we include the Freight LTL companies name and the tracking/pro# is included/posted.

It just happened again this morning. Order# 111-7633465-0668234

We have appealed the claim with link to tracking showing delivered and mentioned to look in customer messaging for a PDF copy of the signed proof of delivery.

What we really need is for someone to look into changing the wording of the AI's 'not received' email or someone to actually look into fixing the AI so it acknowledges the tracking.

Please help.

@Tatiana_Amazon

@SEAmod

@KJ_Amazon

@Cade_Amazon

@Quincy_Amazon