AMAZON DAP preventing claim reimbursement from UPS? Here we go again! Moderators, please HELP!
Order #112-9226809-9753847
UPS received 2nd Day Air package Wednesday, 1/22/25.
Package SHOULD have been delivered Friday, 1/24/25 (within Amazon delivery window).
UPS delivered package on Monday, 1/27/25 (tracking details per UPS website).
Buyer requested refund of expedited delivery fee late on 1/24 because she had not yet received package. With the best interest of the customer in mind, and with ailed delivery being immediately apparent on UPS website, we immediately refunded the expedited shipping fee as requested by the customer.
Now, UPS says they cannot reimburse Seller for the expedited shipping because AMAZON purchased the shipping from them -- not Seller-- (Seller purchased it from Amazon), and Amazon says we should have had the customer file an A-Z Claim and then filed a SAFE-T claim.
Wait! What?
Amazon wants the customer to be upset enough to file an A-Z claim (for which history has shown Amazon will not always find in Seller's favor) so that Seller can then ATTEMPT (not always successfully and NEVER for full amount requested) to get money back through a SAFE-T claim??? That's POOR CUSTOMER SERVICE AND POOR SELLER SERVICE, AS WELL!
This appears to be a problem similar to the AMAZON DAP issue which APPEARS to be getting resolved because just YESTERDAY we finally received payment for a UPS damage claim filed in NOVEMBER. In that case, UPS suddenly stopped reimbursing Sellers for claims because Amazon DAP was shown as the shipper -- NOT the Seller who purchased the shipping through Amazon.
When it comes to late deliveries, UPS does not use the same claims process as they do for lost or damaged packages, so we need Amazon to tell UPS it's okay to pay Sellers for this type of claim, too!
Moderators, please help before this snowballs into a bigger issue than it needs to be.
AMAZON DAP preventing claim reimbursement from UPS? Here we go again! Moderators, please HELP!
Order #112-9226809-9753847
UPS received 2nd Day Air package Wednesday, 1/22/25.
Package SHOULD have been delivered Friday, 1/24/25 (within Amazon delivery window).
UPS delivered package on Monday, 1/27/25 (tracking details per UPS website).
Buyer requested refund of expedited delivery fee late on 1/24 because she had not yet received package. With the best interest of the customer in mind, and with ailed delivery being immediately apparent on UPS website, we immediately refunded the expedited shipping fee as requested by the customer.
Now, UPS says they cannot reimburse Seller for the expedited shipping because AMAZON purchased the shipping from them -- not Seller-- (Seller purchased it from Amazon), and Amazon says we should have had the customer file an A-Z Claim and then filed a SAFE-T claim.
Wait! What?
Amazon wants the customer to be upset enough to file an A-Z claim (for which history has shown Amazon will not always find in Seller's favor) so that Seller can then ATTEMPT (not always successfully and NEVER for full amount requested) to get money back through a SAFE-T claim??? That's POOR CUSTOMER SERVICE AND POOR SELLER SERVICE, AS WELL!
This appears to be a problem similar to the AMAZON DAP issue which APPEARS to be getting resolved because just YESTERDAY we finally received payment for a UPS damage claim filed in NOVEMBER. In that case, UPS suddenly stopped reimbursing Sellers for claims because Amazon DAP was shown as the shipper -- NOT the Seller who purchased the shipping through Amazon.
When it comes to late deliveries, UPS does not use the same claims process as they do for lost or damaged packages, so we need Amazon to tell UPS it's okay to pay Sellers for this type of claim, too!
Moderators, please help before this snowballs into a bigger issue than it needs to be.
1 reply
KJ_Amazon
Hello @Seller_dxvzJWGcOhSYh
Thanks for checking in about that UPS Claim.
Have you contacted the UPS phone number for Amazon sellers?
1-800-711-5914 is the phone number designated for Amazon sellers, and the UPS personnel on the receiving end are specifically trained to handle claims requested by Amazon sellers. Please call that number with your issue and request that they issue you the claim amount.
If UPS does not settle the claim directly please obtain the following information from UPS and submit it in a support case to Amazon support:
- UPS claim number
- UPS tracking id
- UPS Agent Name or ID.
- Your contact email and/or phone number, with business name and full mailing address to where claims payment check should be sent
