Amazon's Buy Shipping: When used does this protect sellers when carrier delivers late?
Hi there, I wanted to get clarification on this, as policies and article information vary...
In the event an FBM item is sent on time and is delivered late by carrier, does Amazon's Buy Shipping service protect the seller, as in, does the seller get reimbursed by Amazon if the customer inquiries about a refund?
Amazon's Buy Shipping: When used does this protect sellers when carrier delivers late?
Hi there, I wanted to get clarification on this, as policies and article information vary...
In the event an FBM item is sent on time and is delivered late by carrier, does Amazon's Buy Shipping service protect the seller, as in, does the seller get reimbursed by Amazon if the customer inquiries about a refund?
27 replies
Seller_OvL8C4BJWiuS9
They are supposed to. The item has to be scanned as shipped on time by the carrier. If the item is lost, the buyer should file and A-Z claim for Amazon to cover it (that is how it's supposed to work).
Tatiana_Amazon
Hi @Seller_GYvRLyMhDWbLz,
Tatiana from Amazon here. To support the information provided by @Seller_OvL8C4BJWiuS9, the buy shipping policy will only reimburse a seller for a lost package if the buyer files and A-to-Z claim. Additionally, as you both stated, you must ensure the carrier has fully received the package by the ship by date.
I can't speak to whether or not buyers feel inconvenienced by having to file the claim, but we do have the process in place to help provide the best possible customer service while also giving sellers a chance to appeal.
You can learn more about A-to-Z claims here.
Tatiana
Seller_9Uf78DYSZ2lcW
Even if you do simply give a refund, that doesn't always stop a buyer from giving bad feedback.
If they give bad feedback on an order shipped from Amazon or using Amazon Buy Shipping, Amazon may strike through the feedback though people will still be able to see it if they look.
A customer simply inquiring about a refund will not trigger Amazon to fund it. If you fund it and the customer files an A to Z anyway, likely loose the A to Z because refunding is seen as admitting guilt.
I recommend finding some templates for answering the Item Not Received complaints that will tell the customer the details and tracking of the Order and give them instructions about opening the A to Z for an item not received. Keep in mind many customers don't pay that much attention and may not realize that the order is not coming from an Amazon warehouse via Amazon Driver so if you can tell them how the item was shipped and give them the tracking to date, they may be satisfied.
The Only real drawback is that some customers expect the package to show up immediately even if the delivery promise said something else, there may not be much you can do.
If the package really is hung up in the Carriers system and you feel you want to give something to the Buyer, then it is your call. But keep in mind there are many customers out there who will complain on almost every order just to see if they can get stuff for free so in general, the best bet is "I'm Sorry it didn't arrive in time, please return it when it arrives for a refund and if it never arrives, file the A to Z for Package didn't arrive."
Seller_R2dP7Hunjcdj0
The answer is "YES".
Here is the Amazon Policy:
Beginning on May 1, 2016, Amazon written policy concerning A-to-z Guarantee claims for Items Not Received is the following: "A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Note the phrase: "you are protected against claims where a customer reports problems with delivery".
Late Delivery counts as a "Problem with Delivery".
This means that IF the Claim is funded, it will be Amazon-Funded and will not affect your metrics as long as you are within Policy parameters.
Seller_DdmPiA1p1S2Wu
As others have stated, late does count as a problem with delivery and covered under the Buy Shipping Guarantee. Once the package is at least 3 days late the buyer can file the claim. Regarding buyers being inconvenienced by having to file the A-Z Claim and leaving a negative feedback, although that is a possibility, I have never had it happen and I've sent many people to file A-Z Claims for INR. I just send them the INR template, and virtually never hear from the buyer again at all. If the buyer does leave you a negative feedback related to just a delivery issue, the Buy Shipping protection is supposed to get it struck-thru.
For you reference, I send this template when a buyer has an INR issue:
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_R2dP7Hunjcdj0
They certainly have for US, 100% of the time.
In my experience, those who have not been successful in this matter have failed in making SURE the packages are all physically scanned into the Carrier's possession "On-Time" per Amazon.
As was recently verified by Amazon itself, the use of Scan-Sheets, Drop-Boxes, and Self-Serve Scan Kiosks are NOT considered valid by Amazon as proof of the transfer of possession.
I don't think we are getting "Special Treatment" from Amazon, I assume the Sellers who do not prevail on this matter are the ones who made an error, not Amazon. This is based on our own experience.
Seller_Lu3bFSNnS57zM
Yes, Written policy states those are to be striken if you shipped on time. But No feedback removal person knows this until you appeal it twice, email Jeffb and respond to that three times..
THEN they will say the feedback violates policy and strike it.
