I am appalled at the response I just received from amazon
Fellow amazon sellers or mods, I need help, as amazon customer support has provided no insight into what I should do, other than "trust the customer"
- I shipped at item within the time frame stated via fedex. I drove one hour in dangerous road conditions to FedEx in January during the winter storms because USPS was closed and I did not want to affect my metrics. I was assured that my account would be protected for delivery issues when I bought the label in amazon, but amazon is now saying otherwise. Thus, not honoring their end of the shipping agreement.
- The buyer received the item within the delivery window. The item was shipped on time. The item showed signed for. It was a custom, personalized item worth 200.00. I cannot recover ANY of the costs or time associated with the item, as it was personalized.
- Buyer contacts me today, requesting a refund because the item will not arrive in time. She sends a screenshot showing the item is arriving late, but on the way. I have no idea why it shows arriving late on her end. It shows delivered on my end in amazon in the shipment details and on the fedex site.
- I used amazon buy shipping. I SHOULD BE PROTECTED FOR ANY CLAIMS BY THE BUYER, or NOT?
I contacted seller support asking the reason for the screenshot showing the item is arriving late, and want to know if I will be protected in the instance that the buyer files an A-Z against me and for some guidance. I did not expect this reply.
I cannot recover any costs associated with this item. Do I direct the buyer to file an A-Z? Is Amazon correct in telling me to contact FEDEX? What do I do? Trust the buyer according to amazon? This response leaves me very leary and lost.
Thank you!
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Hello from Amazon Selling Partner Support,This is in response to your query regarding the buyer claims the item hasn't been delivered, but the carrier states it has shipped for Order ID: 113-1230277-7259400.
****** According to the tracking details, the order has been delivered to the customer. However, if the customer claims to not have received the package, we recommend trusting the customer and granting a refund to protect your customer’s experience.
To file a claim for lost-in-transit packages, we recommend reaching out to the respective carrier directly by following the details below:
FedEx: Call the FedEx Customer Support at 1-800-GO-FEDEX (1-800-463-3339) and provide the agent with relevant details. Do not file MFN damage or loss claims with an alternative FedEx phone number or on the FedEx website.
File a claim for damage or loss claims through the FedEx website or through mail. To learn more, visit the link below.
Hello from Amazon Selling Partner Support,
This is in response to your query regarding the buyer claims the item hasn't been delivered, but the carrier states it has shipped for Order ID: 113-1230277-7259400.
According to the tracking details, the order has been delivered to the customer. However, if the customer claims to not have received the package, we recommend trusting the customer and granting a refund to protect your customer’s experience.
To file a claim for lost-in-transit packages, we recommend reaching out to the respective carrier directly by following the details below:
FedEx: Call the FedEx Customer Support at 1-800-GO-FEDEX (1-800-463-3339) and provide the agent with relevant details. Do not file MFN damage or loss claims with an alternative FedEx phone number or on the FedEx website.
:File a claim for damage or loss claims through the FedEx website or through mail. To learn more, visit the link below.
@Cooper_Amazon
@Glenn_Amazon
(y'all have been the most helpful to me. Maybe you can help me out here).
I am appalled at the response I just received from amazon
Fellow amazon sellers or mods, I need help, as amazon customer support has provided no insight into what I should do, other than "trust the customer"
- I shipped at item within the time frame stated via fedex. I drove one hour in dangerous road conditions to FedEx in January during the winter storms because USPS was closed and I did not want to affect my metrics. I was assured that my account would be protected for delivery issues when I bought the label in amazon, but amazon is now saying otherwise. Thus, not honoring their end of the shipping agreement.
- The buyer received the item within the delivery window. The item was shipped on time. The item showed signed for. It was a custom, personalized item worth 200.00. I cannot recover ANY of the costs or time associated with the item, as it was personalized.
- Buyer contacts me today, requesting a refund because the item will not arrive in time. She sends a screenshot showing the item is arriving late, but on the way. I have no idea why it shows arriving late on her end. It shows delivered on my end in amazon in the shipment details and on the fedex site.
- I used amazon buy shipping. I SHOULD BE PROTECTED FOR ANY CLAIMS BY THE BUYER, or NOT?
I contacted seller support asking the reason for the screenshot showing the item is arriving late, and want to know if I will be protected in the instance that the buyer files an A-Z against me and for some guidance. I did not expect this reply.
I cannot recover any costs associated with this item. Do I direct the buyer to file an A-Z? Is Amazon correct in telling me to contact FEDEX? What do I do? Trust the buyer according to amazon? This response leaves me very leary and lost.
Thank you!
----------------
Hello from Amazon Selling Partner Support,This is in response to your query regarding the buyer claims the item hasn't been delivered, but the carrier states it has shipped for Order ID: 113-1230277-7259400.
****** According to the tracking details, the order has been delivered to the customer. However, if the customer claims to not have received the package, we recommend trusting the customer and granting a refund to protect your customer’s experience.
To file a claim for lost-in-transit packages, we recommend reaching out to the respective carrier directly by following the details below:
FedEx: Call the FedEx Customer Support at 1-800-GO-FEDEX (1-800-463-3339) and provide the agent with relevant details. Do not file MFN damage or loss claims with an alternative FedEx phone number or on the FedEx website.
File a claim for damage or loss claims through the FedEx website or through mail. To learn more, visit the link below.
Hello from Amazon Selling Partner Support,
This is in response to your query regarding the buyer claims the item hasn't been delivered, but the carrier states it has shipped for Order ID: 113-1230277-7259400.
According to the tracking details, the order has been delivered to the customer. However, if the customer claims to not have received the package, we recommend trusting the customer and granting a refund to protect your customer’s experience.
To file a claim for lost-in-transit packages, we recommend reaching out to the respective carrier directly by following the details below:
FedEx: Call the FedEx Customer Support at 1-800-GO-FEDEX (1-800-463-3339) and provide the agent with relevant details. Do not file MFN damage or loss claims with an alternative FedEx phone number or on the FedEx website.
:File a claim for damage or loss claims through the FedEx website or through mail. To learn more, visit the link below.
@Cooper_Amazon
@Glenn_Amazon
(y'all have been the most helpful to me. Maybe you can help me out here).
0 replies
Seller_4zBzdtgCyS9EI
But on the carrier website, does tracking show the package IN THEIR POSSESSION by the shipping deadline?
Seller_z3XfkorVSmnEY
Did the customer already receive a refund? Or did they ask you for one? DO NOT refund the customer. Inform them they need to file an INR (item not received) complaint with Amazon. Even if they beg....politely apologize and say 'sorry, but this is Amazon's policy'.
When dealing with Amazon, keep it simple:
- Ordered on this date:
- to ship by this date:
- to arrive by this date:
- bought shipping on Amazon (give tracking number)
- per the carrier arrived on this date (show screen shot of carrier's website)
- Therefore covered
Seller_DdmPiA1p1S2Wu
Since you purchased the shipping label from Amazon and as long as the package has a physical scan from the carrier no later than the ship by date, then instruct the buyer to file an Item Not Received claim. It will be covered by Amazon as long as the buyer doesn't have a history of abuse. If the buyer does have a history of abuse, Amazon may deny their A-Z claim. Regardless, though, it is between them and Amazon. Don't worry about what the CSR told you about refunding the buyer because they asked, they will always do that, you have to know to ignore them and instruct the buyer to file an A-Z claim as long as you do have a physical scan no later than the ship by date and purchased the label through Amazon or Veeqo. You can send the following template to the buyer:
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.
