Shipping company loses an order, I get A-Z and ODR impacted..
I sent an order using the Amazon Buy Shipping option and paid for through Amazon.
The shipping shows the order was collected and moved to the sorting office but nothing has happened since 19/02.
Amazon has granted an A-Z against me and refunded the order. It has also gone against my ODR.
I have appealed the decision and i got the following useless response:
Thank you for taking the time to provide us with more information regarding your claim on order 404-4706686-5228300. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We have reviewed all available information and have determined that your carrier appears to have lost the package. The tracking information you provided shows no update since 19/02/2024. You may be able to recover the value of any lost items by filing a claim with the carrier.
What is the point in paying for buy postgage through Amazon if Amazon dont support sellers? I have done everything correctly, I havent lost the item, the carrier did!
Shipping company loses an order, I get A-Z and ODR impacted..
I sent an order using the Amazon Buy Shipping option and paid for through Amazon.
The shipping shows the order was collected and moved to the sorting office but nothing has happened since 19/02.
Amazon has granted an A-Z against me and refunded the order. It has also gone against my ODR.
I have appealed the decision and i got the following useless response:
Thank you for taking the time to provide us with more information regarding your claim on order 404-4706686-5228300. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We have reviewed all available information and have determined that your carrier appears to have lost the package. The tracking information you provided shows no update since 19/02/2024. You may be able to recover the value of any lost items by filing a claim with the carrier.
What is the point in paying for buy postgage through Amazon if Amazon dont support sellers? I have done everything correctly, I havent lost the item, the carrier did!
15 replies
Seller_MT8rt0A2OpbCx
The customer clearly has not received the order, so is entitled to a refund. The customer is entitled to put it to A-Z if they have asked about a refund or replacement and it has not been forthcoming soon enough. Again, as the customer has not received their order, Amazon have no reason to deny the claim. What would you do if you were the customer?
Your claim is against the courier, who are clearly at fault..
Seller_ZJhFeE3tNKzfh
if you used buy shipping it should protect your ODR. However you would be liable for the actual refund.
Winston_Amazon
Hello @Seller_ptdawyUOAQA1G,
Thanks for posting on the Forums! If it is buyshipping then let me look into this and see what I can do, can you share the case id you raised with Seller Support?
Seller_IQo80d99W2DzP
https://sellercentral.amazon.co.uk/gp/help/G200202220
A-to-z Guarantee claims : If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
Provide the above in the Appeal
Seller_540qgZMXuuXdD
I had pretty much the same thing. Royal Mail failed to deliver a Tracked 24 in time. The buyer is able to file a claim without even speaking to me first.
If they had, I would have refunded and offered to put things right.
However, this is Amazon, a big black mark against my account. Premium shipping privileges withdrawn, costing me £££ over the next 30 days, or until Amazon decides I'm eligible for premium again.
