Can a moderator please kindly help us? (Invalid A to Z claim)
We recently received an A to Z claim stating the customer never received our package. We have dropped off the package to USPS however USPS has failed to scan our package and ultimately lost it. It was also during the busiest time of the year for USPS (December). Furthermore, in order for an A to Z claim to be valid and according to Amazon's policy, the customer has to make an attempt to contact us first before submitting the claim. However the customer never initiated a contact with us and therefore we never knew about the lost package until now. As our record shows, we always ship our products on time and they also do arrive before the stated delivery date. We understand the refund but we felt that this A to Z claim should not count against our ODR since we never had a chance to fix the problem because the customer has never contacted us so we didn’t know about the undelivered package. The case number for said claim is 14802650891. Thank you.
@Charly_Amazon@Tatiana_Amazon@Quincy_Amazon@SEAmod
Can a moderator please kindly help us? (Invalid A to Z claim)
We recently received an A to Z claim stating the customer never received our package. We have dropped off the package to USPS however USPS has failed to scan our package and ultimately lost it. It was also during the busiest time of the year for USPS (December). Furthermore, in order for an A to Z claim to be valid and according to Amazon's policy, the customer has to make an attempt to contact us first before submitting the claim. However the customer never initiated a contact with us and therefore we never knew about the lost package until now. As our record shows, we always ship our products on time and they also do arrive before the stated delivery date. We understand the refund but we felt that this A to Z claim should not count against our ODR since we never had a chance to fix the problem because the customer has never contacted us so we didn’t know about the undelivered package. The case number for said claim is 14802650891. Thank you.
@Charly_Amazon@Tatiana_Amazon@Quincy_Amazon@SEAmod
3 respuestas
Seller_kNAboD6kRgVt7
Did you use Buy Shipping from Amazon? If not, you are responsible for the non-delivery and would have to open a claim with USPS for the loss.
Amazon has NOT upheld the policy of contacting the seller before making the claim, for over 18 months and counting. At least one Amazon mod has even made a statement here that shows they are aware of this, but nothing is done about it.
Roberto_Amazon
Hello! @Seller_5Sy6ls9pGrp7e
This is Roberto. Thank you for posting your concerns to the Forums.
I have reviewed the details of the claim and understand that the Buyer did not make an attempt to contact you before to fix this issue. Although, I understand that you could've fixed the issue, there are instances where Amazon will grant the claim automatically in favor of the buyer. For this particular order, the claim was automatically granted due to non-delivery of the product.
Please see all possible reasons why claims are granted automatically in our A-Z Claims policy:
Amazon’s A-to-z Guarantee claims
Thank you for your understanding,
Roberto
