Does Amazon Buy Shipping Really Protect You from A-to-Z Guarantee Claims?
I want to share my experience on the Amazon Seller Forums regarding an issue I've encountered multiple times. Despite using Amazon Buy Shipping, I am still being held financially responsible for non-receipt claims from buyers.
Recently, on order ID: 111-2792083-0572210, a buyer claimed they did not receive the package. The order was shipped via Amazon Buy Shipping with USPS tracking number 9300120111412262165128. The tracking confirms delivery on January 8, 2025. However, despite providing this proof, Amazon refunded the buyer and deducted the amount from my seller account funds.
The official response from Amazon was:
"The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While it is reassuring that my Order Defect Rate was not impacted, the financial loss remains. This raises serious concerns about the actual protection Amazon Buy Shipping offers to sellers. Speaking to customer service doesn't help either, as they simply create a case and return the same result, failing to explain why the funds are deducted from the seller.
I submitted an appeal on January 12, 2025, stating:
I am writing to formally appeal the decision regarding the A-to-Z claim for order #111-2792083-0572210. The order was shipped using Amazon Buy Shipping with USPS tracking number 9300120111412262165128 and was delivered on January 8, as confirmed by the final delivery scan.
According to Amazon's policies, when sellers use Amazon Buy Shipping and the package is scanned as delivered by the carrier, the seller should not be held responsible for non-receipt claims. Despite this, a refund was issued to the buyer in this case.
kindly request a review and reversal of this decision based on the following points: Use of Amazon Buy Shipping: The shipment was made using Amazon Buy Shipping, ensuring compliance with Amazon’s requirements for seller protection.
Confirmed Delivery: The USPS tracking number confirms delivery on January 8, with a completed scan at the buyer's address.
Policy Compliance: As per Amazon’s policy, sellers using Amazon Buy Shipping with confirmed delivery scans should be protected from A-to-Z claims for non-receipt. Furthermore, the use of Buy Shipping should not be funded by the seller, as stated in Amazon's policy: https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
I just received an email stating the my appeal was denied
I am sharing this experience to gather insights and learn from other sellers who might have faced similar issues. Has anyone else had refunds issued despite using Amazon Buy Shipping and having proof of delivery? How can we ensure better protection as sellers in these situations?
Does Amazon Buy Shipping Really Protect You from A-to-Z Guarantee Claims?
I want to share my experience on the Amazon Seller Forums regarding an issue I've encountered multiple times. Despite using Amazon Buy Shipping, I am still being held financially responsible for non-receipt claims from buyers.
Recently, on order ID: 111-2792083-0572210, a buyer claimed they did not receive the package. The order was shipped via Amazon Buy Shipping with USPS tracking number 9300120111412262165128. The tracking confirms delivery on January 8, 2025. However, despite providing this proof, Amazon refunded the buyer and deducted the amount from my seller account funds.
The official response from Amazon was:
"The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While it is reassuring that my Order Defect Rate was not impacted, the financial loss remains. This raises serious concerns about the actual protection Amazon Buy Shipping offers to sellers. Speaking to customer service doesn't help either, as they simply create a case and return the same result, failing to explain why the funds are deducted from the seller.
I submitted an appeal on January 12, 2025, stating:
I am writing to formally appeal the decision regarding the A-to-Z claim for order #111-2792083-0572210. The order was shipped using Amazon Buy Shipping with USPS tracking number 9300120111412262165128 and was delivered on January 8, as confirmed by the final delivery scan.
According to Amazon's policies, when sellers use Amazon Buy Shipping and the package is scanned as delivered by the carrier, the seller should not be held responsible for non-receipt claims. Despite this, a refund was issued to the buyer in this case.
kindly request a review and reversal of this decision based on the following points: Use of Amazon Buy Shipping: The shipment was made using Amazon Buy Shipping, ensuring compliance with Amazon’s requirements for seller protection.
Confirmed Delivery: The USPS tracking number confirms delivery on January 8, with a completed scan at the buyer's address.
Policy Compliance: As per Amazon’s policy, sellers using Amazon Buy Shipping with confirmed delivery scans should be protected from A-to-Z claims for non-receipt. Furthermore, the use of Buy Shipping should not be funded by the seller, as stated in Amazon's policy: https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
I just received an email stating the my appeal was denied
I am sharing this experience to gather insights and learn from other sellers who might have faced similar issues. Has anyone else had refunds issued despite using Amazon Buy Shipping and having proof of delivery? How can we ensure better protection as sellers in these situations?
40 replies
Seller_OvL8C4BJWiuS9
Was the package scanned as "accepted" by the carrier?
Seller_sJl5pMHyvFqt1
We're dealing with the same thing right now. I asked someone from FBM at Accelerate (because sometimes the customers enter a wrong address, the package doesn't get delivered and gets returned to sender, and we still have to fund the refund) and they said that if the package says delivered and it was scanned by the post office by the ship-by date, it should be covered. Yet that isn't happening regularly anymore.
Seller_vPNR7UK7Tjp3i
The package must be scanned by the post office on the ship by date. I had four cases in the last two months and Amazon refunded.
Seller_4HsL3GZbyDLea
Now days Amazon makes up their rules on the fly. We have to follow their rules. But Amazon is free to ignore their own policies as they see fit. Amazon is a monopoly that owns the politicians. They are not accountable anymore.
Seller_wnc1pjYEF5ZqF
Again, this is not a requirement for Buy Shipping protection.
Seller_RTlQJrZ51M2XI
They talk the talk but they can not walk the walk. It is a joke as that is why i quit using them
Seller_reUtMrEyZNgJr
I do not buy shipping from amazon. I have my own UPS account which I have had for years we do a lot of shipping and get great discounts with UPS. Recently during Christmas, I shipped a product when it should have been shipped, due to the holiday the customer received the package two days late not by my fault UPS was behind, however I got dinged on amazon. I was told the only way not to have this happen is to buy shipping from amazon, then if it is late they will take responsibility. This is unfair, but amazon tries to bully to get you to sign up for UPS with them . I decided to just add an extra day handling time to my product when shipping.
Seller_1Raegj7Zw0G2C
If you used SSA and AHT, your order will be claim-protected as long as the package was either delivered on time or picked up by the carrier on time. Recently, I received a claim where the package was delivered on time but did not show as picked up on time. Amazon still funded my claim.
