UPS Return Claims - Payment for lost package
Hello,
According to amazon help pages, when a customer returns an order and it is lost in transit we are able to contact UPS for payment. https://sellercentral.amazon.com/help/hub/reference/G200204080 about half way down the page.
In our experience, any a-z claims the customer opens are decided in their favor for the lost returns almost immediatly, and always held up on appeal (we lose the appeals), and safe-t claims are also decided against us every time.
This leaves us the only option for repayment for a lost or damaged return from customer being to open the claim with UPS. There is a ups claims phone number available on the amazon help page 1-800-711-5914 that says 'The UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.'
We are mostly successful in our UPS claims, and eventually the claim is paid out. However, UPS informed us today that Amazon is being paid for these claims. I have dozens of claims for these orders and found out that Amazon received payment for every single one.
Not only is Amazon taking the payment from us for the customer, but they are also being paid by the UPS claim. We do not receive any reimbursement for the lost return from Amazon or from UPS. We are now out the product, the funds, and Amazon is profiting on our work filing claims.
See Case 16600977711 - When we told Support, support gave advice on how to open a UPS claim, yet i have been telling support that the claim is already closed and payment has been sent but getting nothing different back from them. No help at all.
Not only is UPS not paying us, the specially trained phone agents alerted us that by UPS policy, only the account holder of the shipping label purchase will be reimbursed, which is always Amazon. So Amazons help page is incorrect, and amazon has been paid for dozens of our claims by publishing false details.
Any help from Amazon mods to get reimbursement for our claims, and to find a solution for reimbursement in the future would be greatly appreciated. We now have no way at all to be reimbursed for lost customer returns. Customer a-zs are always approved and taken from our funds, safe-t claims are denied, and UPS is paying out Amazon instead of us.
UPS Return Claims - Payment for lost package
Hello,
According to amazon help pages, when a customer returns an order and it is lost in transit we are able to contact UPS for payment. https://sellercentral.amazon.com/help/hub/reference/G200204080 about half way down the page.
In our experience, any a-z claims the customer opens are decided in their favor for the lost returns almost immediatly, and always held up on appeal (we lose the appeals), and safe-t claims are also decided against us every time.
This leaves us the only option for repayment for a lost or damaged return from customer being to open the claim with UPS. There is a ups claims phone number available on the amazon help page 1-800-711-5914 that says 'The UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.'
We are mostly successful in our UPS claims, and eventually the claim is paid out. However, UPS informed us today that Amazon is being paid for these claims. I have dozens of claims for these orders and found out that Amazon received payment for every single one.
Not only is Amazon taking the payment from us for the customer, but they are also being paid by the UPS claim. We do not receive any reimbursement for the lost return from Amazon or from UPS. We are now out the product, the funds, and Amazon is profiting on our work filing claims.
See Case 16600977711 - When we told Support, support gave advice on how to open a UPS claim, yet i have been telling support that the claim is already closed and payment has been sent but getting nothing different back from them. No help at all.
Not only is UPS not paying us, the specially trained phone agents alerted us that by UPS policy, only the account holder of the shipping label purchase will be reimbursed, which is always Amazon. So Amazons help page is incorrect, and amazon has been paid for dozens of our claims by publishing false details.
Any help from Amazon mods to get reimbursement for our claims, and to find a solution for reimbursement in the future would be greatly appreciated. We now have no way at all to be reimbursed for lost customer returns. Customer a-zs are always approved and taken from our funds, safe-t claims are denied, and UPS is paying out Amazon instead of us.
3 replies
Danny_Amazon
Hey there @Seller_uFy9zu0MEEOwV- appreciate you checking in with us here on the seller forums with this discussion.
In situations where a UPS claim is granted, and a reimbursement is sent to Amazon as the shipper, the reimbursement will automatically apply to the seller's account, though it may take a couple billing cycles. If you navigate to the 'Transaction View' in your Payment report, these reimbursements will be classified as 'Other', though it wouldn't be tied to the original Order ID.
Regarding SAFE-T and A-to-z Claims, I can help share this post which covers best practices for filing SAFE-T Claims, and includes a template that one of our forums veterans likes to use in case its helpful. This page on appealing A-to-z Claim decisions is also helpful, as it details the process for attaching relevant documentation for an A-to-z Claim, which is to provide the documentation within Buyer/seller messaging, which is something we'll see sellers overlook at times!
I hope this information helps but let me know if you run into other questions on reimbursements routed to you from UPS via Amazon.
Thanks,
Danny
