AZ Claim for item shipped with Amazon shipping services
We had an AZ Claim filed against us where the customer claims they never received the item.
We shipped on time, using the post office, and the tracking shows that it was delivered on time. But the cusotmer filed an AZ claiming the item wasn't received. We purchased the shipping through Amazon, which should protect us in cases like this. The order detail page even has the little symbol saying "claims protected" by the tracking number.
I appealed the AZ Claim but lost the case. I can't figure out what we went wrong, and seller support won't comment on why we lost the case. Is there any way to get a moderator to look at this and help us figure out what (if anything) we did wrong. It was a $269 sale, and I hate to lose the money, as well as the damage to our metrics from losing an AZ claim.
My case ID number is 15770823501 if that's helpful.
AZ Claim for item shipped with Amazon shipping services
We had an AZ Claim filed against us where the customer claims they never received the item.
We shipped on time, using the post office, and the tracking shows that it was delivered on time. But the cusotmer filed an AZ claiming the item wasn't received. We purchased the shipping through Amazon, which should protect us in cases like this. The order detail page even has the little symbol saying "claims protected" by the tracking number.
I appealed the AZ Claim but lost the case. I can't figure out what we went wrong, and seller support won't comment on why we lost the case. Is there any way to get a moderator to look at this and help us figure out what (if anything) we did wrong. It was a $269 sale, and I hate to lose the money, as well as the damage to our metrics from losing an AZ claim.
My case ID number is 15770823501 if that's helpful.
6 replies
Seller_OvL8C4BJWiuS9
The caveat to this was it scanned as accepted by the carrier on or before the ship by date?
Seller_4zBzdtgCyS9EI
Was the package RECEIVED by the carrier, IN HAND (as per USPS tracking, not what Amazon shows for buyers) on or before the ship by date? Printing labels and having bulk pick up scans doesn't count. it must be an on time "in hands" scan
Topher_Amazon
Appreciate the replies from TVOI and It's all Nuts on this one, as that step is material to the process.
