The package has been signed for, and there is proof of receipt, and Amazon still approves the claim.
Hello,
A buyer placed an order for 701-5554947-2922628 on December 18, 2024. The order was delivered on January 3, 2025. The buyer issued a transaction protection claim for "package not delivered" on January 15.
Amazon approved the claim and included it in our ODR.
During this period, the buyer sent a return application on December 23, 2024, and then canceled the return request on his own on December 24, 2024. We responded immediately within 24 hours of discovering the email message and asked the buyer if he needed help. However, Never got a reply. Claims will not be initiated until January 15, 2024. We asked the customer if they had received the package, asked if family or friends would pick it up for them, sent logistics information to the customer, and sent photos of the receipt, but there was no response.
We then appealed the claim and Amazon denied our appeal and said shipment and/or delivery could not be confirmed so they were reserving the decision.
Our package has a receipt certificate, delivery information, and a photo of the customer's house number, but it is still determined to be included in the ODR. We don’t know why a package that has been signed for has been claimed as not delivered. We don’t know what to do anymore. Please help me. Thank you very much.
The package has been signed for, and there is proof of receipt, and Amazon still approves the claim.
Hello,
A buyer placed an order for 701-5554947-2922628 on December 18, 2024. The order was delivered on January 3, 2025. The buyer issued a transaction protection claim for "package not delivered" on January 15.
Amazon approved the claim and included it in our ODR.
During this period, the buyer sent a return application on December 23, 2024, and then canceled the return request on his own on December 24, 2024. We responded immediately within 24 hours of discovering the email message and asked the buyer if he needed help. However, Never got a reply. Claims will not be initiated until January 15, 2024. We asked the customer if they had received the package, asked if family or friends would pick it up for them, sent logistics information to the customer, and sent photos of the receipt, but there was no response.
We then appealed the claim and Amazon denied our appeal and said shipment and/or delivery could not be confirmed so they were reserving the decision.
Our package has a receipt certificate, delivery information, and a photo of the customer's house number, but it is still determined to be included in the ODR. We don’t know why a package that has been signed for has been claimed as not delivered. We don’t know what to do anymore. Please help me. Thank you very much.
6 replies
Seller_9EJ8Q6DslGgjo
@Danny_Amazon
@Joey_Amazon
@Tatiana_Amazon
@KJ_Amazon
@Atlas_Amazon
Xander_Amazon
Hey @Seller_9EJ8Q6DslGgjo- I came across your post and wanted to provide this help page on A-Z claims:
"If Amazon grants a claim in favor of a customer (automatically or post investigation), you have 30 calendar days to appeal, provide new information, and request further investigation. Amazon will re-investigate claim, using all available information (including new information provided) and may request additional information from you, or you may provide additional information during the appeal process. Following investigation on appeal we will decide whether or not to reverse the initial decision, in whole or in part (this may include reversing impact to your ODR or reimbursing you for the refund amount). If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your ODR cannot be reversed. For more information, go to Appeal an A-to-z Guarantee claim."
Seller_Sram36TnVt73c
1. Did you purchase your shipping through Amazon?
2. Does the carrier's website show your package as having been picked up on or before the ship date provided by Amazon?
3. Did the customer contact you before filing the A to Z, and did you respond within 48 hours?
Nothing else matters as far as protections are concerned.
