FBM Package lost in transit, label bought with buy shipping
Hi, I looked through the forums before posting this but wanted to confirm that I was going through the correct process to make sure my buyer gets their money back without hurting my ODR since I've never done this before. The label was bought with buy shipping and shipped on time but didn't have any insurance and was never delivered, just stopped moving in transit 10 days ago.
It seems like the correct move is to request that the customer file an A-Z claim which should be approved in my favor automatically, and then I still get the full payout and the customer gets a refund, even though i didn't pay for insurance. Is this the correct way to handle these things?
FBM Package lost in transit, label bought with buy shipping
Hi, I looked through the forums before posting this but wanted to confirm that I was going through the correct process to make sure my buyer gets their money back without hurting my ODR since I've never done this before. The label was bought with buy shipping and shipped on time but didn't have any insurance and was never delivered, just stopped moving in transit 10 days ago.
It seems like the correct move is to request that the customer file an A-Z claim which should be approved in my favor automatically, and then I still get the full payout and the customer gets a refund, even though i didn't pay for insurance. Is this the correct way to handle these things?
12 replies
Seller_nRFmxiQg4EGrw
Before you do that, check the tracking, and when you do so, select the option for Text Updates. I find that almost always, the package will get "unstuck" and start moving within a few hours.
If it stays stuck, or doesn't get delivered (or if it's too late for the customer), then yes, have them file A-Z; even without insurance, you are covered for up to $100, and should not count against your ODR. Important that you do not refund the customer yourself; if you do that, Amazon considers the case closed, and will not reimburse you. Have the customer file the A-Z.
Seller_WX6PKldZeKz6f
I had the same thing happen awhile back, A-Z claim was opened by customer. I had to REFUND the customer but it not affect my ODR. Customer did receive the package Aug. 7 just a few days after the delivery date due to the post office being slow in delivery. I used Amazon buy label service also to buy the shipping label.
Granted
Seller-funded: Aug 17
Order Defect Rate impacted: No
Appeal by: Sep 16
Order ID: 111-8411076-9338624
Product Amount: USD 70.72
Claim date: August 17, 2023
Why is this happening?
The carrier was not able to deliver the item to the customer. Tracking shows that the shipment is being returned to you. We have debited the amount from your account but have not counted the claim against your Order Defect Rate because we understand the delivery problem was out of your control.
Customer issue:
Package didn't arrive
Delivery estimate: August 2, 2023 - August 5, 2023
Nike Women's NSW Regular Pant Varsity, Black/Black/White, Medium
Customer comments: did not arrive way past the edd
Hide claim details
Customer issue: Package didn't arrive
Customer comments:
did not arrive way past the estimated delivery date.
Claim items:
1 of 1 Nike Women's NSW Regular Pant Varsity, Black/Black/White, Medium
Product Amount: USD 70.72
Order details: USD 70.72 (111-8411076-9338000) July 31, 2023
Refunds: USD 70.72
Shipping details:
Package 1 - USPS (9300120111410637707690) July 31, 2023
Why is this happening? The carrier was not able to deliver the item to the customer. Tracking shows that the shipment is being returned to you. We have debited the amount from your account but have not counted the claim against your Order Defect Rate because we understand the delivery problem was out of your control. Show less
Your Appeals:
August 18, 2023
This was shipped using Amazon buy label services and shipped on time. Usps Tracking ID 9300120111410637707690 show item was delivered and is Not being returned to me the seller. Item should not have been refunded. *Latest Update 9300120111410637707690 Your item was delivered to a parcel locker at 7:02 pm on August 7, 2023 in HOMER, AK.
Seller_DdmPiA1p1S2Wu
Correct, verify that the package has a physical scan no later than the ship by date, and if so, send the following template. Amazon will fund the claim and not count it against your ODR. Do note that Amazon has recently announced that they will start messaging the buyer on items that did end up getting delivered within 30 days and asking the buyer to accept to have the refund reversed or to return the item. So, it may turn out that the buyer returns the item if they no longer need it in which case I think the return label cost would be billed to you, and you would be expected to refund the item when you get it back, and that refund would actually be going to Amazon since they funded the INR claim. I'm not really positive how that ends up all working on Amazon Funded A-Z INR claims, however, since it's still pretty new and I haven't gone through it.
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You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund.
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order using a LAPTOP or DESKTOP device:
1. Go to Your Orders.
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Call 888-280-4331 or use Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
Seller_WtOwWhtSrFjva
Yes. Make them file an A to Z. Don't you refund them even if they pressure you to do so. Once you do, Amazon will not help you.
Seller_CW0P5hgbsiqWX
"The label was bought with buy shipping and shipped on time..."
Then Amazon will handle the claim and reimburse the buyer, provided you do not fall into the traps Amazon set up.
Trap 1: When communicating with the buyer, say nothing except telling the buyer to contact Amazon for a resolution. GO NOT say you will look into the situation. If you do, Amazon will consider that you lead the buyer on that you will handle the claim, and Amazon will not pay since you are handling it.
Here is the response we send to the buyer.
Your purchase was shipped with USPS tracking number 934902011141063197. It was purchased on March 18, 2021, shipped on March 19, 2021, and tracking shows it was still IN TRANSIT at the end of your delivery window.
Beginning on May 1, 2016, when postage is printed through Amazon, which yours was, and a customer states the Item was Not Received (INR Claim), Amazon itself will investigate and handle the claim.
Buyers can first file a claim after the earlier of the following occurs: 3 calendar days after the maximum estimated delivery date or 30 days after the order date.
The latest buyers can file a claim is 90 days from the maximum estimated delivery date. That said, it is possible for buyers to submit claims after these timeframes if Amazon finds that an investigation into the matter is warranted, including cases where an incorrect item has been sent.
You will have to contact Amazon directly for a resolution. All the information necessary to present to Amazon is contained in the first paragraph above.
To request a refund on an eligible order:
1. Go to Your Orders.
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
Trap 2: Know what Amazon's INR claim actually says. The wording is... Tracking information shows an expected delivery in the near future.
When Amazon denies a claim, we appeal based on that one sentence. On the date of the close of the delivery window, the tracking says IN TRANSIT TO BE DELIVERED. Buyers may be allowed to wait 90 days to make a claim, but on the Delivery date, it was simply in transit.
Amazon has reimbursed us every time.
