IS AMAZON BUY SHIPPING SERVICE A SCAM OR GIMMICK?
Could someone please help me understand Amazon’s Buy Shipping program for sellers? My understanding is that when you ship your orders by the Ship By date, and it is scanned on that date (arrived at the carrier facility), and the buyer receives the package by or before the Deliver By date, the seller fulfills their obligations. Therefore, any shipping-related issues, such as the infamous “package didn’t arrive” claim, are covered by Amazon. However, it seems as if Amazon Customer Service Representatives lack product knowledge of their company’s policy, or the Buy Shipping program is a scam or gimmick. Let me explain with a real scenario.
Order Id: 112-6466794-2578646
Purchase date: Mon, Sep 23, 2024, 12:55 AM PDT
Ship by: Mon, Sep 23, 2024 PDT
Deliver by: Thu, Sep 26, 2024 to Mon, Sep 30, 2024 PDT
Package left the shipper facility: Mon, Sep 23, 2024, 6:18 AM PDT
Package arrived at a carrier facility. Mon, Sep 23, 2024, 6:36 PM PDT
Package is out for delivery: Mon, Sep 30, 2024, 6:10 AM PDT
Package delivered: Mon, Sep 30, 2024, 1:40 PM PDT
USPS Tracking number: 9300120111411960479773
I received a message from a buyer who claimed that she did not receive her package. I checked the buyer’s tracking details, which indicated that the package was delivered. I informed the buyer that according to her package tracking details, her order was delivered and cited the date and time of delivery. I also explained to the buyer that if she did not receive her package, she would have to report that through her Amazon account. I provided the buyer with instructions on how to do so within my response. The following day, I received the below email from an Amazon Customer Service Representative.
“Dear Amazon Seller, This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue: Product: B07XB38NKT Order number: 112-6466794-2578646 Return requested: No Reason for contact: customer did not got the package it is showing as delivered but the customer did not got the package yet so it might be marked as delivered by mistake or stolen. So please check with this and help the customer with the refund for this. Please respond to this request within 48 hours. Thanks, Amazon Customer Service.”
After reading this email from Amazon’s Customer Service Team, I was definitely a little annoyed and confused. First, an Amazon Customer Service Representative took the time to review the tracking information, noting that the package was scanned as delivered on the date it was supposed to be received, and had the audacity to tell me it may have been marked as delivered by mistake or stolen, placing the blame on me instead of directing the buyer to what she needs to do to address the issue. Second, I now have to waste time contacting Amazon Customer Service, educating them on their own policy. So again, can anyone tell me if Amazon’s Buy Shipping program is a scam, gimmick, or a secret that their employees don’t know about?
@Roberto_Amazon Could you be help me with this?
IS AMAZON BUY SHIPPING SERVICE A SCAM OR GIMMICK?
Could someone please help me understand Amazon’s Buy Shipping program for sellers? My understanding is that when you ship your orders by the Ship By date, and it is scanned on that date (arrived at the carrier facility), and the buyer receives the package by or before the Deliver By date, the seller fulfills their obligations. Therefore, any shipping-related issues, such as the infamous “package didn’t arrive” claim, are covered by Amazon. However, it seems as if Amazon Customer Service Representatives lack product knowledge of their company’s policy, or the Buy Shipping program is a scam or gimmick. Let me explain with a real scenario.
Order Id: 112-6466794-2578646
Purchase date: Mon, Sep 23, 2024, 12:55 AM PDT
Ship by: Mon, Sep 23, 2024 PDT
Deliver by: Thu, Sep 26, 2024 to Mon, Sep 30, 2024 PDT
Package left the shipper facility: Mon, Sep 23, 2024, 6:18 AM PDT
Package arrived at a carrier facility. Mon, Sep 23, 2024, 6:36 PM PDT
Package is out for delivery: Mon, Sep 30, 2024, 6:10 AM PDT
Package delivered: Mon, Sep 30, 2024, 1:40 PM PDT
USPS Tracking number: 9300120111411960479773
I received a message from a buyer who claimed that she did not receive her package. I checked the buyer’s tracking details, which indicated that the package was delivered. I informed the buyer that according to her package tracking details, her order was delivered and cited the date and time of delivery. I also explained to the buyer that if she did not receive her package, she would have to report that through her Amazon account. I provided the buyer with instructions on how to do so within my response. The following day, I received the below email from an Amazon Customer Service Representative.
“Dear Amazon Seller, This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue: Product: B07XB38NKT Order number: 112-6466794-2578646 Return requested: No Reason for contact: customer did not got the package it is showing as delivered but the customer did not got the package yet so it might be marked as delivered by mistake or stolen. So please check with this and help the customer with the refund for this. Please respond to this request within 48 hours. Thanks, Amazon Customer Service.”
After reading this email from Amazon’s Customer Service Team, I was definitely a little annoyed and confused. First, an Amazon Customer Service Representative took the time to review the tracking information, noting that the package was scanned as delivered on the date it was supposed to be received, and had the audacity to tell me it may have been marked as delivered by mistake or stolen, placing the blame on me instead of directing the buyer to what she needs to do to address the issue. Second, I now have to waste time contacting Amazon Customer Service, educating them on their own policy. So again, can anyone tell me if Amazon’s Buy Shipping program is a scam, gimmick, or a secret that their employees don’t know about?
@Roberto_Amazon Could you be help me with this?
4 replies
Seller_AevYmOVtgtKV2
Tell the customer to file an A-Z claim and provide them instructions on how to do that. That's all you need to do. If the claim is not granted in your favor, appeal the decision and state you purchased Buy shipping and this claim should be covered under that policy.
They usually automatically grant in my favor a refund to the customer out of Amazon's pocket.
Seller_hYs285lRCwgRv
If you reply to the customer service message, it will go to the buyer (at least in my experience). I would just copy/paste exactly what you sent previously. The seller must have called CS bc they either didn't understand or never received/read your reply. And yes, CS is clueless. I have had this happen a few times.
Edit to add: CS is just typing word-for-word what the customer is saying, hence the "it is showing as delivered but the customer did not got the package yet so it might be marked as delivered by mistake or stolen". The customer likely told CS that it shows delivered-I doubt CS even went through the trouble of looking at tracking.
KJ_Amazon
Hello @Seller_Q1zWpNLmGQka1
I am following up on your question about your recent shipment.
Amazon Buy Shipping protections
You are correct that Amazon Buy Shipping shipments qualify for A-to-Z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
- The buyer was reimbursed by Amazon for not receiving their package.
- The shipping label was purchased with Amazon Buy Shipping with a "Claims Protected" shipping service.
- The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
@Seller_AevYmOVtgtKV2 provided advice on next steps you can take in these situations.
KJ_Amazon
