Seeking Advice on Handling Damaged Shipment with Amazon Partnered Carrier
I’m looking for advice on how to handle an issue with a shipment sent using Amazon’s partnered carrier, DHL. The shipping label, along with insurance, was purchased directly through Amazon.
Here’s the situation:
A customer reported that the item was delivered in a damaged condition and requested a replacement. Since the shipping label and insurance were purchased via Amazon, I first contacted DHL to file a claim. However, DHL directed me back to Amazon, stating that the shipping label was purchased through Amazon and not directly from them.
When I reached out to Amazon Seller Support for assistance, they advised me to contact DHL, as they indicated that Amazon cannot be held accountable for this issue. This back-and-forth has left me unsure of the best way to resolve this situation.
If anyone has dealt with a similar experience, I’d appreciate your guidance. Specifically:
1. How can I successfully file a claim for shipping damage when the label was purchased through Amazon?
2. Is there a clear process for resolving these types of issues to avoid losing money or disappointing customers?
Your insights or suggestions would be invaluable. Thank you for sharing your experience!
Seeking Advice on Handling Damaged Shipment with Amazon Partnered Carrier
I’m looking for advice on how to handle an issue with a shipment sent using Amazon’s partnered carrier, DHL. The shipping label, along with insurance, was purchased directly through Amazon.
Here’s the situation:
A customer reported that the item was delivered in a damaged condition and requested a replacement. Since the shipping label and insurance were purchased via Amazon, I first contacted DHL to file a claim. However, DHL directed me back to Amazon, stating that the shipping label was purchased through Amazon and not directly from them.
When I reached out to Amazon Seller Support for assistance, they advised me to contact DHL, as they indicated that Amazon cannot be held accountable for this issue. This back-and-forth has left me unsure of the best way to resolve this situation.
If anyone has dealt with a similar experience, I’d appreciate your guidance. Specifically:
1. How can I successfully file a claim for shipping damage when the label was purchased through Amazon?
2. Is there a clear process for resolving these types of issues to avoid losing money or disappointing customers?
Your insights or suggestions would be invaluable. Thank you for sharing your experience!
2 replies
Seller_CW0P5hgbsiqWX
You are working in a gray area in which every party will be working against you.
Had you packed the product yourself, hired a shipper with insurance yourself, things would be different. Without having actual hands on the shipment, you are pitting the shipper and receiver against each other. And, neither of the two parties are going to side with you providing any documentation to file a claim.
Write it off and take the loss in 2024.
Danny_Amazon
Hello @Seller_3LmRoQyNp8EnX- and thanks for sharing this post.
I wanted to make sure you had this seller help page handy, as it helps you resolve operational issues faced by carriers that offer Buy Shipping services, and includes details on working with DHL.
If the carrier did damage the product, working to file a claim with them would be the next step, generally. In light of your experience though, can you help share the case ID used to discuss the issue with Amazon so I could take a closer look?
Thanks in advance,
Danny
