Package lost, we refunded but UPS sent us a photo proof of delivery, what shall we do?
Customer contacted us after one week of delivery date saying that he didn't receive the package. We checked the tracking and sent him a screenshot to let him double check with his family and his neigborhood. He replied two days later that he checked and never received it. So we refunded him immediately.
Then we filed a claim with UPS, not Amazon UPS account. UPS refused this claim by sending us a photo proof of delivery. What shall we do now?
We tried to file SAFE-T claim but it states that "This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details".
What shall we do in future to prevent a lost like this? It is really unfaire for honest sellers, like us.
Thank you.
Package lost, we refunded but UPS sent us a photo proof of delivery, what shall we do?
Customer contacted us after one week of delivery date saying that he didn't receive the package. We checked the tracking and sent him a screenshot to let him double check with his family and his neigborhood. He replied two days later that he checked and never received it. So we refunded him immediately.
Then we filed a claim with UPS, not Amazon UPS account. UPS refused this claim by sending us a photo proof of delivery. What shall we do now?
We tried to file SAFE-T claim but it states that "This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details".
What shall we do in future to prevent a lost like this? It is really unfaire for honest sellers, like us.
Thank you.
0 replies
Seller_z3XfkorVSmnEY
If there's a shipping issue that a customer contacts us about we always send them to file an INR A-Z claim. Amazon takes care of it. BTW, our FBM are 98% shipped using Amazon's Buy Shipping.
In the past, Amazon thinks that you're taking responsibility for the issue when you refund, and they have no reason to fund it.
KJ_Amazon
Hello @Seller_P6axy233F3eHT.
You received correct information that the shipment is not eligible for a SAFE-T Claim. Orders are only eligible for SAFE-T Claims when Amazon issues a refund to a customer. You can read this thread for more details.
How to file a SAFE-T claim: steps and best practices
As for the order: if you purchased shipping using Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Would this have covered this shipment?
