A-to-Z Claim Question
Hi Everyone!
In April I shipped a $200 set of books to a customer on time using Amazon's Buy Shipping with Signature Confirmation. The Post Office attempted to deliver the item twice to the customer (both were well within the delivery window) but were unsuccessful in getting a signature. If you follow the tracking, it says notices were left each time. After the redelivery attempt, the item went back to the Post Office to be picked up. After 18 days and no pickup, they have shipped the set back to me.
I became aware of this whole thing when an A-to-Z claim was awarded to the customer. There was no hit to my Order Defect thankfully, as none of this was my fault, HOWEVER, I still do not have the set back, yet the customer has been fully refunded, and I'm out the $36.00 in shipping, along with any option for a restocking fee. The way this is done seems completely backwards to me (which isn't surprising at all, but still sucks).
I don't have much experience with A-to-Z. My reason for posting here is to see if it is worth my time to appeal and try to get back the shipping? I know a Safe-T claim is out since an A-to-Z has already been awarded to the customer. What are my options here? Or am I just at a total loss?
I appreciate your time and look forward to your responses.
*FINGERS CROSSED* the set makes it back to me!
William
A-to-Z Claim Question
Hi Everyone!
In April I shipped a $200 set of books to a customer on time using Amazon's Buy Shipping with Signature Confirmation. The Post Office attempted to deliver the item twice to the customer (both were well within the delivery window) but were unsuccessful in getting a signature. If you follow the tracking, it says notices were left each time. After the redelivery attempt, the item went back to the Post Office to be picked up. After 18 days and no pickup, they have shipped the set back to me.
I became aware of this whole thing when an A-to-Z claim was awarded to the customer. There was no hit to my Order Defect thankfully, as none of this was my fault, HOWEVER, I still do not have the set back, yet the customer has been fully refunded, and I'm out the $36.00 in shipping, along with any option for a restocking fee. The way this is done seems completely backwards to me (which isn't surprising at all, but still sucks).
I don't have much experience with A-to-Z. My reason for posting here is to see if it is worth my time to appeal and try to get back the shipping? I know a Safe-T claim is out since an A-to-Z has already been awarded to the customer. What are my options here? Or am I just at a total loss?
I appreciate your time and look forward to your responses.
*FINGERS CROSSED* the set makes it back to me!
William
1 reply
Quincy_Amazon
Hello @Seller_dcK4QV6x0JXZv
Thank you for posting your inquiry to the Forums.
If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
For delivery-related claims, you can include the following information in your appeal:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation (or tracking proof that delivery was attempted)
- carrier details
I have included some help pages below regarding A-Z Claims for your reference if needed:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Please feel free to update this thread with the outcome of the appeal. If you need additional assistance, you can provide the order ID related to the claim and I can review the correspondence already provided.
Regards,
Quincy_Amazon
