Please explain this A to Z response
We need clarity on a recent A to Z outcome.
We shipped an order on time, carrier picked up and scanned on time, using Amazon Buy Shipping. USPS had the package, but got delayed several times. It was eventually delivered late by the carrier. Customer put in an A to Z claim. We knew we used Amazon Buy Shipping, so we were claims protected according to Amazon policy.
The response from the outcome: "As a one-off gesture of goodwill, we have covered the cost of the refund and the claim will not count against your Order Defect Rate. This is an exception to our normal policies and you may be held responsible for a similar claim in the future"
While we are happy with the outcome, we are confused by their response.
Can someone explain this response? Moderator? What do they mean, as a gesture of goodwill? We did follow policy and fulfilled this order on time. We used Amazon Buy Shipping which was scanned and shipped on time by the carrier. The benefit of using this service is we are protected from claims when we ship on time and use the carrier Amazon suggests will get our package to the customer on time.
Moderators? What are we missing here?
Please explain this A to Z response
We need clarity on a recent A to Z outcome.
We shipped an order on time, carrier picked up and scanned on time, using Amazon Buy Shipping. USPS had the package, but got delayed several times. It was eventually delivered late by the carrier. Customer put in an A to Z claim. We knew we used Amazon Buy Shipping, so we were claims protected according to Amazon policy.
The response from the outcome: "As a one-off gesture of goodwill, we have covered the cost of the refund and the claim will not count against your Order Defect Rate. This is an exception to our normal policies and you may be held responsible for a similar claim in the future"
While we are happy with the outcome, we are confused by their response.
Can someone explain this response? Moderator? What do they mean, as a gesture of goodwill? We did follow policy and fulfilled this order on time. We used Amazon Buy Shipping which was scanned and shipped on time by the carrier. The benefit of using this service is we are protected from claims when we ship on time and use the carrier Amazon suggests will get our package to the customer on time.
Moderators? What are we missing here?
1 reply
Danny_Amazon
Hello @Seller_hK1fAtQ2EMr2D- thanks for posting, and I am glad to hear you did not have to fund this claim.
You can read through the protections offered by Buy Shipping on this page. If the customer submitted the claim indicating they did not receive the item, and a "Claims protected" Buy Shipping label was used, then the protections discussed there would apply. If the customer submitted the claim for a different reason, it may have resulted in this message back to you. In case it helps, I'll also link to the A-to-z Claim policy which covers situations where a claim may be automatically granted to a customer.
-Danny
