Refunded customers now my claims were denied
New seller here.
Two customers reached out to me claiming they didn't receive their packages. I refunded their money to avoid issues and filed a claim with USPS and UPS thinking I was getting my money back. Both my claims were denied because they said the customers got their packages according to the coordinates of the delivery person. I have read in this forum how I am supposed to do it from now on to be covered by Amazon and I just used the A-to-Z claim method another seller suggested. However, I would like to know if there is a way to recover the money I returned to these customers as it seems they might have lied.
Refunded customers now my claims were denied
New seller here.
Two customers reached out to me claiming they didn't receive their packages. I refunded their money to avoid issues and filed a claim with USPS and UPS thinking I was getting my money back. Both my claims were denied because they said the customers got their packages according to the coordinates of the delivery person. I have read in this forum how I am supposed to do it from now on to be covered by Amazon and I just used the A-to-Z claim method another seller suggested. However, I would like to know if there is a way to recover the money I returned to these customers as it seems they might have lied.
16 replies
Seller_7LrAV0m5llaI7
We don't refund the customers until the insurance claim via the post office or UPS/other courier is approved.
The last time we filed a claim with UPS, we had to get the customer to sign an affidavit that they did not receive the package and were not making a false declaration in order to get UPS to pay out their refund.
Seller_GMDa6MxkJwkCv
Next time if you used Amazon shipping and shipped on time, don't refund, let the buyer file for A to Z. Once you refund then you lose your eligibility to file for safe T. USPS will never reimburse you if the tracking shows delivered.
Seller_gAPWcDvPTgjBZ
If the status says delivered. Write the customer this.
"Hello I apologize for the problem. Since the order is marked delivered, please contact Amazon so both you and I are protected."
then when you get the claim, submit your proof of delivery, Amazon will refund the customer and not take money from you since you did everything right.
Seller_kPYn2eaKfbniK
If you used AMZ shipping, you can file a safe-t claim. This is the unfortunate part of selling on AMZ is how many people file INR claims to get free stuff. Pretty much factor this into your margins, because AMZ will never let it stop happening.
Seller_R2dP7Hunjcdj0
Hello New Seller.
Don't feel too bad, but you made a very common New Seller error, in that you allowed yourself to be Bullied into issuing a Refund rather than to actually Know and Understand the Amazon Policies.
Amazon has policies In-Place to protect Sellers from Claims arising from any "Problem with Delivery".
For this, and many other reasons, you need to understand Amazon Policies and Procedures by completing Amazon Seller University on Amazon.
"Delivered" by the Carrier is not the same as "Delivered" to the recipient as far as Amazon is concerned. "Porch-Pirates" are an actual Nationwide problem, as a simple internet search will prove. Just because a package displays as "Delivered", does NOT mean that it was actually received. Amazon will not hold Buyers responsible for possibly Stolen packages, and since it is impossible to disprove they were stolen, Amazon WILL take their word for it.
Good. Learning from your mistakes is a sign of putting Brains ahead of Ego. Try to never get burned by the same thing twice.
No, it is gone. Treat it as an expensive Lesson.
And they MAY NOT have "Lied". You are assuming based only on tracking, and tracking will not display a stolen package.
From now on:
1) Purchase Postage using Amazon Buy Shipping
2) Make SURE the packages are physically scanned into the Carrier's possession before the close of the "Ship-By" window scheduled by Amazon.
3) Respond to all Buyer messages withing 48 hours (24 hours really).
If you do this, Amazon will protect you from any A-Z Claims arising from any "Problem with Delivery".
Good Luck!
Seller_c0Gx7T3fTXFbW
Amazon denies every single claim automatically. They get paid not pay all claims, every single one, millions a year when each claim is filed. The workers are trained to find an excuse not to pay you. Just threaten to file a BBB.com complaint using the claim number like I do and get a supervisor involved. These workers are probably sitting in a hot boiler room in a third world country. I have sold 1000's of orders. Out of those orders I filed 3 a-z claims and had to fight to get paid. A-Z is a scam unless you fight. I no longer fight, instead I raised my prices $1 to cover the lose due to A-Z claim filing becoming something that was upsetting me. They make good money from me but 3 claims totaling less than $25 each I filed were denied. Amazon is now causing my customers to pay more for my products due to total this disgusting shaam program called A-Z. Amazon just screwed my customers because they pay more out of pocket.
Seller_R2dP7Hunjcdj0
Not only is this COMPLETELY untrue, but unless you work for Amazon and have access to Amazon's internal analytics, there is NO WAY you could actually know ANYTHING about Amazon's internal analytics other than what has occurred to you.
Personally, in OUR experience, Amazon gets it "Right" on 100% of A-Z Claims filed on us.
But then, we ALWAYS follow purchase Postage using Amazon Buy Shipping and make SURE that the packages are scanned into the carrier's possession "On-Time" as scheduled by Amazon.
To me, it is CHEAP INSURANCE against ANY and ALL "Problems with Delivery".
Buy it... You'll sleep better!
This is an AMAZING display of Denial and Projection all at once!
YOU, and ONLY you are responsible for raising your prices, just as YOU are responsible IF you choose to NOT access Amazon's protections.
You do NOT, and SHOULD not receive an exception to the rules. Either follow the rules, or take your chances.
