Unfair A to Z Claim granted to customer when item was stolen AFTER DELIVERY from Customer's house.
The order was delivered safely and a valid FEDEX tracking was provided to the customer since the day it was shipped. It was shipped on time and a photograph of the package, delivered right in front of the customer's door, can be seen on the tracking link provided to the customer.
When the customer contacted me, I provided her the proof of delivery document by FEDEX and assisted her throughout until she found out that her package was stolen from her house premises. Before we could respond to her last messages she filed a claim that "Package didn't arrive" , without waiting for our response (within half an hour).
In the claim the buyer has herself written that the package was stolen from her porch so she needs a refund. How is this fair towards the seller? I have all the proof that the package was delivered to her house safely and she has ABSOLUTELY NO proof that it was stolen yet she gets to win this claim and I in return have to give her a refund and get my ODR affected? This is so unfair and as a new seller I am really disappointed by this unfair decision.
Amazon must protect its sellers too or they will lose faith in this platform. My responsibility was to timely ship the package and deliver it safely to the buyer, once it is delivered it is no more my property and I am not responsible for its safety and security.
Please tag some community manager who can look into matter and assist me as I believe the appeals in such matters are dealt in automated ways and won't help me much.
@Danika_Amazon
Unfair A to Z Claim granted to customer when item was stolen AFTER DELIVERY from Customer's house.
The order was delivered safely and a valid FEDEX tracking was provided to the customer since the day it was shipped. It was shipped on time and a photograph of the package, delivered right in front of the customer's door, can be seen on the tracking link provided to the customer.
When the customer contacted me, I provided her the proof of delivery document by FEDEX and assisted her throughout until she found out that her package was stolen from her house premises. Before we could respond to her last messages she filed a claim that "Package didn't arrive" , without waiting for our response (within half an hour).
In the claim the buyer has herself written that the package was stolen from her porch so she needs a refund. How is this fair towards the seller? I have all the proof that the package was delivered to her house safely and she has ABSOLUTELY NO proof that it was stolen yet she gets to win this claim and I in return have to give her a refund and get my ODR affected? This is so unfair and as a new seller I am really disappointed by this unfair decision.
Amazon must protect its sellers too or they will lose faith in this platform. My responsibility was to timely ship the package and deliver it safely to the buyer, once it is delivered it is no more my property and I am not responsible for its safety and security.
Please tag some community manager who can look into matter and assist me as I believe the appeals in such matters are dealt in automated ways and won't help me much.
@Danika_Amazon
7 replies
Seller_Ho0X8JFXdMv2t
@Quincy_AmazonPlease help me in this matter.
Seller_kNAboD6kRgVt7
Unless you used Buy Shipping from Amazon, you are not covered for this. The customer did not get their package (the thief did), so they are entitled to file the A-Z. They do not need to "prove" theft. If they just want to say they did not get it, unless you paid for signature upon delivery, they can still file the claim.
I feel bad for you, but as a new seller, you will have to get used to this type of behaviour selling on Amazon. Good luck to you.
Seller_7LrAV0m5llaI7
How is it fair towards the buyer?
Well it says "Signature not required" so you didn't pay for a signature, or hold at a pickup point, so Fedex just left the package as you instructed them to do.
How is it Amazon's problem that a package got stolen after delivery? It's not their fault someone came and stole it, why should they reimburse?
But you didn't get it safely to the buyer, you instructed fedex to leave it outside if no one is home, instead of safely requiring a signature, or Fedex to bring it to a third party pickup point if your customer was unavailable to receive delivery.
As per Amazon's rules, it is your property until it is safely received by the customer and in the customer's hands.
Seller_7LrAV0m5llaI7
You haven't provided proof that the customer received the item.
The package either got stolen or blew away in the wind, instead of being in the hands of the customer.
This actually would be a good and reasonable policy, but unfortunately will never be a thing as it will reduce the use of signature delivery confirmation by Amazon sellers.
SEAmod
Hello @Seller_Ho0X8JFXdMv2t
I am afraid that the other sellers are correct. There is no way for us to appeal the claim on your behalf because you are responsible for getting the package safely to the buyer. It is not your fault and it is not the buyer's fault. It is just an unfortunate event that you, as a seller, are responsible for in the end. You should build the cost of such incidents into the model you use to price your products.
Thank you for coming to the forums to ask your question. Thank you for selling on Amazon.
Susan
