Amazon does not insure auto authorized returns
Amazon Moderator. I need help with this.
Customer purchased a new item for $300. Within a day of receiving the item, they submitted a return request, claiming new item did not work. The return was auto authorized and Amazon provided a UPS return label and charged me.
I waited two weeks for the return before I received AtoZ claim from the buyer. Tracking showed the return was still in progress and status did not update. This indicated package was lost. I responded to the AtoZ claim and stated tracking confirmed that I still did not receive the item back. After two more weeks Amazon granted the buyer full refund and took money from me.
I sent half dozen emails to Amazon support claiming that I never received the return. The package was lost in transit. Amazon responded every time that I had to deal with UPS on this.
I contacted USP and they proceeded to send be back to Amazon since the return label was not purchased in my account but Amazon. This back and forth went on for weeks and finally I received a note from UPS stating that since return package was not insured, they can't refund the cost of the item.
Now I lost the item and the refund and Amazon refused to help due to their own error. I believe buyer never returned the item and has it for free, thanks to Amazon.
Moderator please help me with this. I'm the victim here.
Amazon does not insure auto authorized returns
Amazon Moderator. I need help with this.
Customer purchased a new item for $300. Within a day of receiving the item, they submitted a return request, claiming new item did not work. The return was auto authorized and Amazon provided a UPS return label and charged me.
I waited two weeks for the return before I received AtoZ claim from the buyer. Tracking showed the return was still in progress and status did not update. This indicated package was lost. I responded to the AtoZ claim and stated tracking confirmed that I still did not receive the item back. After two more weeks Amazon granted the buyer full refund and took money from me.
I sent half dozen emails to Amazon support claiming that I never received the return. The package was lost in transit. Amazon responded every time that I had to deal with UPS on this.
I contacted USP and they proceeded to send be back to Amazon since the return label was not purchased in my account but Amazon. This back and forth went on for weeks and finally I received a note from UPS stating that since return package was not insured, they can't refund the cost of the item.
Now I lost the item and the refund and Amazon refused to help due to their own error. I believe buyer never returned the item and has it for free, thanks to Amazon.
Moderator please help me with this. I'm the victim here.
0 replies
Seller_OvL8C4BJWiuS9
Did you use Amazon buy shipping? If not, it doesn't matter whether you received it back or not, you are not covered.
Quincy_Amazon
Hello @Seller_DB86NTfg0bMta
Thank you for posting your inquiry to the Forums.
I understand that a return was lost in transit and the buyer has already been refunded via an A-Z Claim.
In this case, the information you received regarding opening a claim with UPS is accurate. When you use Buy Shipping and related services from UPS, you must file claims of loss or damage directly with UPS regardless of whether UPS charges a Buy Shipping service fees to your Amazon account or linked UPS shipper account. Amazon may not file claims on your behalf or reimburse you for any successful claims.
To file a claim with UPS, please follow these steps:
1. File a claim with UPS by calling 1-800-711-5914
- The UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.
2. When submitting the claim, inform UPS that you are filing a claim for a damaged or lost item for Amazon seller-fulfilled.
If UPS will not move forward with your claim request or the claim was initiated but not paid, follow these steps:
1. Call UPS at 1-800-711-5914 (this phone number is designated for Amazon sellers), and request UPS to help with your claim.
2. If UPS continues to refuse to settle the claim, you can contact Amazon. However, before contacting Amazon, you must obtain the following information from UPS by calling 1-800-711-5914:
- UPS tracking information (required)
- First and last name, or agent ID, for the UPS employee who refused to initiate the claim (required)
- Your contact email, phone number, or both–this will be provided to UPS (required)
- Business name and full mailing address to where the claims payment check should be sent (required)
- UPS claim number (if available)
Please feel free to refer to this help page for additional information regarding optional coverage for loss or damage.
Regards,
Quincy_Amazon
Seller_JEZM0XKCFBgyp
When you say Amazon charged you, do you mean they charged you for the return label, or they charged you the $300 refund?
If the buyer was refunded why did they submit an A-Z?
Seller_XuQ9kmcnLLaHa
This on UPS. Is it a real tracking number? Call them. Is the package moving. Lots of times buyer open a return request, it's auto-authorized and it does not move. It goes away. This 1 is on you - you need the get the item back to have a say. Learn how to track an item on UPS
Seller_XjolGGpui9INo
From a Prior post:
step by step instructions. ** Most important step is #11 below)
Remember: If UPS asks for the account number it will be the 6 digits after the 1Z in the tracking number. The 1Z###### (where # is the number or letter)
1. Log into the UPS website using your company UPS login (or create a new one). Make sure your address matches the address used on your UPS labels from Amazon. This is the address you see on the Return Address section on the top left when you print a shipping label.
2. On the top right is a search box. Search for the word “claims”
3. The top result will be Claims | UPS Support - United States and just click on that link
4. Scroll down a little and click Start a Claim
5. Enter tracking number
6. Select “I am a 3rd Party”
7. Select “Package is lost” (or if this is for damages select “package is damaged”)
8. Fill out all the information
9. Make sure to upload a copy of the Amazon Packing Slip or invoice
10. Make sure to upload a PDF of the tracking number results from UPS website tracking
a. Just search the tracking number on UPS website and click on “Detailed View” then print the page and choose Save As PDF for the print option.
11. After completing the claim Please Call 1-800-651-2352 (which is for UPS Damages) and ask to be transferred to “Lost Packages to check on a Claim filed”. If this was for damages, then just speak to the rep on the phone but for Lost packages they have a different extension the rep will transfer you to. (I wish they would just give out that phone number to skip this step)
12. The Rep will ask you some basic info. Remember to state that you are the shipper on file and the package was supposed to be returned to you at your address as this was a return shipment. Or if this was a normal delivery make sure to state you are the shipper and the package was not delivered.
13. The Rep will ask for the tracking number and will give you basic tracking results.
a. Just reply “Yes, I am the shipper and this package was not delivered”
14. The Rep will put you on hold for 1 to 2 minutes while they investigate
15. The Rep will return and ask for you to provide your email ; full name ; phone number ; company address ; and the tracking number again.
16. The Rep will email you 3 forms to complete for a check payment to be made.
17. Make sure to write legibly on their forms. If you do not print clearly the check may not get delivered to the correct address. DO NOT SCREW THIS PART UP WITH BAD HANDWRITING.
18. Then fax the completed forms back to UPS. You will not be able to email them. For some odd reason you must fax.
19. Feel free to call the number above every now and then to check the status of the claim (do not rely on the website to provide actual correct claim status updates)
20. You should receive the check in about 30 days after faxing the completed forms.
Seller_1oT4ZOwrSByEE
thats how amazon works now, they want whats called a free refund, they do not even tell the buyer to return the item, they just give them back their money because its not theirs, its yours.
We stopped selling everything expensive here for that reason, you can use FBA for expensive things, but that causes a massive return rate %
Seller_XjolGGpui9INo
I read your post, maybe you should re-read it. It appears you were having trouble following up on a claim in which you purchased the freight via Amazon using UPS. How should YOU or someone else start the process correctly, following the note I posted. Your second issue was related to the claim but again, the answer is with UPS customer Service not Amazon.
I sent half dozen emails to Amazon support claiming that I never received the return. The package was lost in transit. Amazon responded every time that I had to deal with UPS on this.
I contacted USP and they proceeded to send be back to Amazon since the return label was not purchased in my account but Amazon. This back and forth went on for weeks and finally I received a note from UPS stating that since return package was not insured, they can't refund the cost of the item.
