Fedex lost merchant fulfilled packages
I dropped off two packages at a FedEx store on December 15. The packages were supposed to be shipped to other states, but they were marked as delivered to the city where I dropped them off just three hours after I handed them over.
I initially hoped that this was a mis-scan and that the tracking information would update once the packages reached their destination facilities. However, it has been a week with no updates to the tracking information. I contacted FedEx, but they were unable to provide a solution for this issue.
As a result, I had to resend the packages to these customers at my own expense. I tried to file a claim on Fedex website, but they say only the company that shipped the packages can file a claim on it. I bought the shipping labels through Amazon, the account is owned by Amazon.
Could you please advise on how I can obtain a refund for the shipping labels and reimbursement for the lost products? CASE ID 16887927771
Fedex lost merchant fulfilled packages
I dropped off two packages at a FedEx store on December 15. The packages were supposed to be shipped to other states, but they were marked as delivered to the city where I dropped them off just three hours after I handed them over.
I initially hoped that this was a mis-scan and that the tracking information would update once the packages reached their destination facilities. However, it has been a week with no updates to the tracking information. I contacted FedEx, but they were unable to provide a solution for this issue.
As a result, I had to resend the packages to these customers at my own expense. I tried to file a claim on Fedex website, but they say only the company that shipped the packages can file a claim on it. I bought the shipping labels through Amazon, the account is owned by Amazon.
Could you please advise on how I can obtain a refund for the shipping labels and reimbursement for the lost products? CASE ID 16887927771
2 replies
TaylorR_Amazon
Hello @Seller_vZHdo4KsX0ivK, thanks for posting!
The FedEx maximum liability for loss, damage, delay, or any other claim with regard to any shipment is limited to US $100 or US $9.07 per pound, whichever is greater, if no value is declared. If the value of your shipment exceeds US $100, you can declare a value of up to US $50,000 and pay an additional fee. FedEx Express and FedEx ground services charge additional US $0.90 per US $100 of declared value. For shipments valued in excess of US $100.00, the minimum charge is US $2.70.
To file a claim with FedEx for a lost or damaged package, visit FedEx Claims Online, you can also call FedEx directly at 1-800-463-3339.
Seller_R2dP7Hunjcdj0
And right THERE is where you made your first mistake. FedEx is correct, as YOU are not their customer, Amazon is.
And right THERE is where you made your second mistake, and where it cost you money.
You clearly do NOT understand the Amazon Seller Protection Policy, nor have a clear understanding of Refunds and Replacements on Amazon.
I will make this clear for you here, but the fundamental misunderstandings you display implies that you have NOT completed Amazon Seller University, available for Free on this site. This valuable resource WOULD have prevented you from making either mistake, and you would NOT have lost anything on the transaction.
Here we go; you should Copy & Paste this for future reference:
Beginning on May 1, 2016, Amazon policy states:
“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."
"Ship On-Time" is defined by Amazon as the initial physical Carrier scan occurring before the close of the "Ship-By" window as scheduled by Amazon. NO "Drop-Boxes", NO "Scan-Sheets", NO "Self-Serve Kiosks".
"Problem with Delivery" is defined by Amazon as ANY problem with Delivery, including Claims fo Item Not Received, Late Delivery and/or Lost package. ANY problem with Delivery.
So, what you SHOULD have done is this:
Normally the Seller would not even be aware of the problem until the Buyer contacted them (or Amazon) concerning the lack of Delivery of the package, however you already suspected the problem the first day they shipped.
So, you should have tracked the packages until you reach the "Deliver-By" window for the transaction, as the Buyer cannot Claim lack of Delivery BEFORE the Deliver-By" window has expired.
Then, once the package tracking displays that the package was NOT Delivered during the "Deliver-By" window, you could then inform the affected Buyers that the packages appear to have been "Lost" by the Carrier, and direct them to file an A-Z Claim for "Item Not Received", OR you could wait for the Buyer(s) to contact you, and direct them to file an A-Z Claim for "Item Not Received".
Either way, once they file the Claim, you need only monitor your "A-Z Claims" to see if you are required to Defend the Claim, or Appeal the decision, as Amaozn may get it "Wrong" the first time.
And either way, IF you followed the above Policy, "Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Finally, NEVER, EVER "Send a Replacement" unless you receive an authentic "Replacement Order" through Amazon. These order may be generated when 1) a Buyer receives an order or "Damaged/Defective", 2) the original Seller still has Stock, and 3) the Buyer chooses a "Replacement" rather than a "Refund".
IF you ship anything outside of the Amazon Order system, Amazon has NO EVIDENCE that you did so, and so it never happened as far as Amazon is concerned.
Now you know...
Good Luck going forward.
