Need help with A to Z Claim
Hello,
This is in reference to the A to Z claim for order ID: 113-1316678-9060229, we have lost 2 appeals now because it seems that the claims department does not follow their own policy. We are out $2,054 and a strike which has caused our account to be deactivated.
We are submitting yet another appeal regarding this decision. This appeal was denied because "the merchandise was not shipped in a timely manner." HOWEVER, tracking # clearly shows "USPS electronic data indicates receipt of your package" shows it was accepted at the post office several days earlier than the expected ship date. The tracking is now showing the item is delayed in transit or lost.
It was expected to ship between 8/14 and 8/15 and it actually shipped 8/8 and was scanned by the post office as tracking shows on that same date.
Additionally, according to Amazon policy found here: https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397 and furthermore, the order page on our account states "CLAIMS PROTECTED".
This item was shipped on time using Amazon's buy shipping service and scanned the same day by the carrier upon creation of a label and was scanned and accepted the same day . Since it was lost in transit, it is Amazon's responsibility to refund the buyer, not us. We are supposed to be covered against this exact claim per your own policy.
Can someone here help with this issue?
Thank you
Need help with A to Z Claim
Hello,
This is in reference to the A to Z claim for order ID: 113-1316678-9060229, we have lost 2 appeals now because it seems that the claims department does not follow their own policy. We are out $2,054 and a strike which has caused our account to be deactivated.
We are submitting yet another appeal regarding this decision. This appeal was denied because "the merchandise was not shipped in a timely manner." HOWEVER, tracking # clearly shows "USPS electronic data indicates receipt of your package" shows it was accepted at the post office several days earlier than the expected ship date. The tracking is now showing the item is delayed in transit or lost.
It was expected to ship between 8/14 and 8/15 and it actually shipped 8/8 and was scanned by the post office as tracking shows on that same date.
Additionally, according to Amazon policy found here: https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397 and furthermore, the order page on our account states "CLAIMS PROTECTED".
This item was shipped on time using Amazon's buy shipping service and scanned the same day by the carrier upon creation of a label and was scanned and accepted the same day . Since it was lost in transit, it is Amazon's responsibility to refund the buyer, not us. We are supposed to be covered against this exact claim per your own policy.
Can someone here help with this issue?
Thank you
0 replies
Seller_O3CoVAPZmlsBs
@Joey_Amazon @Glenn_Amazon @Tatiana_Amazon @Cooper_Amazon @Danika_Amazon @Jameson_Amazon @Michelle_Amazon @Danny_Amazon @Blake_Amazon @Quincy_Amazon @Dougal_Amazon @Jim_Amazon @Manny_Amazon @Sandy_Amazon @KJ_Amazon @Micah_Amazon
SEAmod
Hi @Seller_O3CoVAPZmlsBs
I reviewed the Order and the USPS tracking. The tracking shows the package was received at a Self-Service Kiosk in ANDOVER, MA 01810 on August 8, 2024 at 4:08 pm. There are no further tracking entries. In order for the INR claim to be covered, you would have had to hand the package directly to a USPS employee, who would have scanned the package. I am sorry. The order was not shipped on time. On time is considered to be at the moment of the carrier’s first scan.
Seller_R2dP7Hunjcdj0
Since you ASKED for help, here is WHY you lost the Claim, and WILL lose in the future. You will not like to hear this, but IF you can put ego aside and change your behavior based on this advice, you will NEVER lose an A-Z Claim for INR again.
Ready? Here we go!
Here are the undeniable facts:
Amazon DOES NOT recognize ANYTHING other than the First Physical Scan of the package BY the Carrier.
1) Amazon DOES NOT accept Scans from a Self-Self Kiosk.
2) Amazon DOES NOT accept scans from a "Scan-Sheet".
3) Amazon DOES NOT accept a Seller using a "Drop-Box".
The reason why is very simple, and quite easy to understand. In every one of the above 3 listed methods, it is POSSIBLE for a Seller to Pre-Print the Shipping label without actually shipping the package, and could use that tracking number to make it SEEM as if the package had indeed changed possession from the Seller to the Carrier WHEN IT HAS NOT.
Do you understand how this could be done?
Amazon does. And recognizing this loophole, Amazon made it VERY CLEAR that they ONLY accept the First Physical Scan of the package by the Carrier.
Period.
It does not matter what you believe you got-away with before. This is how it IS.
THIS is why you "LOST" the Claim and the appeal(s). Amazon is NOT in the wrong here, YOU are.
So, from tomorrow on, wait in line with your packages and get each one physically scanned by the employee, and get the receipt.
IF you do this, you will "WIN" the future A-Z Claims.
Oh, and by the way, losing one A-Z Claim should NOT result in your account being deactivated. There Must be more to the story to have your account deactivated.
Seller_R2dP7Hunjcdj0
You COULD search the Forum to see for yourself, it is not that difficult.
Your choice...
SEAmod
@Seller_O3CoVAPZmlsBsStop arguing with us. I just added a link to the help page and a snapshot of the exact language found there. You have to have a carrier scan. The language is not unclear or ambiguous. Susan
