delayed delivery order refund with A Z CLAIM
this order 111-6841585-8396252 has delivered after estimated delivery dates ,and buyer has already filled claim and got refund , I contacted the buyer to reverse the refund or return but no reply , what I can do in this case ? the order is expensive and my lost is huge , can you contact buyer ? I really need your help admin !
15 replies
Seller_DdmPiA1p1S2Wu
In this situation, Amazon is supposed to email the buyer if it was delivered within 30 days of the estimated delivery date when it actually got delivered and ask the buyer if it is ok to go ahead and charge them again since they now have the item. I believe the buyer can either ignore that and keep it for free, or if they are a decent person, respond to charge them again. Beyond hoping that they are a decent person, I don't think you have options.
Seller_rGcQW1yb6ZWbC
Did you use Amazon’s buy shipping and did the carrier’s first scan show it entered the mail steam by the ship by date? If so, you can file an appeal and Amazon should fund the claim.
If the buyer did not receive the order by the end of the delivery window, then Amazon will not ask for reimbursement from the buyer.
Seller_DdmPiA1p1S2Wu
This was a change that was announced a while back that in this situation, Amazon will email the buyer and ask them if they can charge them again since they have now received the item. I believe it has to be within 30 days of the estimated delivery date. I don't have a link to the news article handy, but I do remember it. It is hard to keep up with the ever changing Amazon.
Seller_w6aLwkKdfu3L0
Don't know what the Amazon follow up is when it's delivered after, but generally goods that get delivered after are completely refunded whether it is at Amazon's cost or the seller's. Haven't heard of a situation where Amazon ask buyers "Hey we see that product was delivered after expected, do you mind if we rebill you" as then that involves more communication or negotiation like does it get billed at full value, partial etc. People have gotten free months of prime and such for their inconvenience if it's delivered a few days after we've seen for Amazon FBA orders.
If anything Amazon just keeps a record of the miss fulfilment and holds it against the buyer, seller and carrier. When they see they pay out buyers often for AtoZ they decide if they are worth it to keep or to shut the account down. If they pay out a lot of AtoZ because of a seller, generally there little affect to Amazon since it's the sellers funds that are deducted but should a seller not meet Amazon standards, they'll be booted. And for the shipper, we assume Amazon will just use it as a bargaining chip to carriers to get discounts or reimbursement for deliveries.
I believe there was a situation a long time ago (years) that we issued a refund as the buyer stated they were leaving the states (even though it was a week before EDD) and a couple of days later it was delivered (which we found out it was shipped to a business/store) and we asked Amazon about it and they stated we had to contact the buyer to contact Amazon to rebill the card, naturally the buyer ignored it. Since then we just had buyers filed AtoZ if and when it doesn't meet EDD.
Seller_FHDJGeDRZUh5q
buyer replied saying want to repay for the delivered items but didn't do , if I appealed the claim does amazon support ill see thier message and charge them again ?
Seller_DbSaJUwu33eDe
I don’t have that order number what the client purchase
Seller_R2dP7Hunjcdj0
If you purchased Postage using "Amazon Buy Shipping" and the package was scanned into the Carrier's possession before the Close of the "Ship-By" window as scheduled by Amazon, than the "Late" Delivery counts as a "Problem with Delivery" and is absolutely covered by the Amazon Seller Protection Policy.
So IF you did the above, you simply Appeal the decision showing that you were, in fact, within Policy and should be protected.
IF you did NOT follow above directions, than this will be a LOSS, and you have learned an expensive Lesson.
ALWAYS purchase Postage using "Amazon Buy Shipping" and make SURE that the package is scanned into the Carrier's possession before the Close of the "Ship-By" window as scheduled by Amazon.
Then sleep easy knowing you are protected.
Good Luck!
Quincy_Amazon
Hello @Seller_FHDJGeDRZUh5q
Thank you for posting your inquiry to the Forums and for providing that order ID number.
I looked into the related case and I'm glad to see that the claim was withdrawn and you were able to reach a mutual resolution with the buyer.
For future reference, for Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
- The buyer was reimbursed by Amazon for not receiving their package.
- The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
- The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
When all of the above conditions are true, Amazon will fund the buyer reimbursement and the customer-reported claim will not be counted against your order defect rate.
Please feel free to review the below help page for additional information on Amazon Buy Shipping protections:
Regards,
Quincy_Amazon
