Buyer Granted A-to-z Claim, then Picked Up Package at Post Office
I'm hoping there's a moderator who can help with this issue.
A buyer filed an A-to-z Claim for a missing shipment, one which we shipped on time with Amazon Buy Shipping. We should have been fully covered for any delivery issues.
Tracking shows the shipment was held at USPS for pickup, and the recipient was notified at least twice. Additionally, we notified her through Amazon messaging that her package was at the Post Office awaiting pickup.
She never responded but instead filed an A-to-z Claim. Unbelievably, Amazon gave her a full refund, stating that the package was being returned to us. That was false. I appealed twice because there was no tracking showing the package was on its way back to us. I was twice denied and cannot file a third appeal.
Once the buyer got her full refund, she went to the Post Office and picked up the package. Tracking shows she even signed for it. I have a hard copy letter from the Postal Service confirming delivery.
The buyer got the money and the goods. Amazon needs to fix this.
Buyer Granted A-to-z Claim, then Picked Up Package at Post Office
I'm hoping there's a moderator who can help with this issue.
A buyer filed an A-to-z Claim for a missing shipment, one which we shipped on time with Amazon Buy Shipping. We should have been fully covered for any delivery issues.
Tracking shows the shipment was held at USPS for pickup, and the recipient was notified at least twice. Additionally, we notified her through Amazon messaging that her package was at the Post Office awaiting pickup.
She never responded but instead filed an A-to-z Claim. Unbelievably, Amazon gave her a full refund, stating that the package was being returned to us. That was false. I appealed twice because there was no tracking showing the package was on its way back to us. I was twice denied and cannot file a third appeal.
Once the buyer got her full refund, she went to the Post Office and picked up the package. Tracking shows she even signed for it. I have a hard copy letter from the Postal Service confirming delivery.
The buyer got the money and the goods. Amazon needs to fix this.
60 respuestas
Seller_kIukTwdhvntAp
Since it is unlikely that Amazon will do anything to protect you, do two things.
Was it a required signature or the PO was just proactive? Maybe they have encountered this 'buyer' before!
Amazon just gave away your money and product because they are so "buyer centric." They SAY "customer centric" but we all know that is a lie since sellers are their BIGGEST group of customers there is.
The first is to report the theft to the Postal Inspectors since it is very UNlikely this is the first time they have done that.
The second is to report them to IC3 which is a Government website. Of course, the every helpful /S Amazon would remove the link if I provided it. They are normally about fraud by websites but buyers can be reported as well as far as I can see.
Good luck!
Seller_QjYfjZwWH8D0l
@Tatiana_AmazonIs it possible that you can assist with this? I used Amazon Buy Shipping, and USPS tracking shows the shipment arrived at the carrier on time (a day early). The Buy Shipping guarantee should have covered me. The order number is 111-2309242-1556236.
Seller_dslWayDmoHcQq
Yes, we've had this happen too - including that the buyer picked up and signed for the package after filing an A-to-Z claim. Amazon was no help, so eventually we tried to pursue the debt outside of Amazon, that was also unsuccessful.
THEN a year later, same customer orders the same product in a similar quantity again. Fortunately, we have a good memory, and even better record keeping - we cancelled the order and took the metrics hit, more cost effective than losing another $450.
Seller_GRE398I7j7a3U
Same thing happened to me and Amazon told me to f off. $500 item and cash gone. They don't care about their own policies at all.
Seller_qMgi7qxvEo7f1
If a customer ghosts the seller, it's pretty much over. This year was the worst so far. Way too many customer took the order, yet got a refund too. Then Amazon told me to contact the customer, but of course, they didn't reply. I don't know how much money I lost because of this, in 2023... :-/
Seller_3Wabgfl63d3Tl
FYI - After the official USPS 2 week "available for pick-up" window ends, Amazon automatically updates their tracking for the order with the status "Package is returning to seller."
This is only reflected in Amazon's tracking results on the Seller Central order page - when you look up the tracking on the USPS website, the latest status would still be "Available for pick-up/Reminder to Schedule Redelivery of your item".
AZ policy states that you will automatically lose a claim if the tracking shows the package is returning to you.
So thanks to Amazon fiddling with their tracking results to conveniently state that the package is returning to you now (even though it isn't), you will automatically lose a claim for a package that's been available for pick-up at the post office for 2 weeks.
Seller_IlPjCZLKNTFOz
Report it as fraud to her local post master. Want to go a step higher, file a police report at her local police department as well. You will likely get nothing out of it in the end but she will be on their radar for future theft.
Seller_R2dP7Hunjcdj0
If true, this is a TERRIBLE idea!
If true, Amazon needs to reverse course and DELETE this "Automatic update" unless and until the package actually displays as "Returning to Sender" on the carrier website.
What is the source of this info concerning the "Automatic Update"? I would like to know where this came from. Is it in writing on Amazon?
Seller_XRVreiKun12Wc
Hello @Seller_QjYfjZwWH8D0l I saw your whole case and have also read all replies, I am glad your issue is resolved now. I needed help with kind of similar thing that buyer has done with us.
The ordered a statue from us and we delivered it via DHL EXPRESS, on just next day they put the return request saying it arrived broken, Upon asking for pictures they told they have already shipped it out which was quite strange.
Upon receiving shipment we were shocked to see that different cheap quality product was sent back to us with used perfume bottles and some trash.
I was so disheartened to see that as we sell religious products but some people don't have any emotions.
Later we didn't refund them so they opened a2z claim which we defended, then again they opened case with amazon credit card/back and got refunded and amazon deducted money from our account.
How to deal with such scams, I am soo frustrated right now that thinking about flying to US and confront the buyer, our product cost was $985.99 and it was all Handmade and she did this scam.
Please advice our order id was: Order ID: 113-3026846-4044250
@Tatiana_Amazonif you check and help please, we have raised this concern with amazon chargeback team two times and nothing happened.
Also when buyer opened the investigation for second time with the bank we didn't receive any notification from amazon side to defend our case.
All in all this is the biggest loophole in amazon, anybody can just get up and can have product for free by calling their bank/amazon.
How are you defending sellers? We have 100% record of positive feedback, we need your help in it.
Seller_Sram36TnVt73c
if you bought shipping through Amazon, and got it SCANNED BY THE POST OFFICE within the SHIP DATE window, you should be covered (if your local carrier doesn't scan, you're probably out of luck).
You will just have to appeal a case until they reimburse. Keep the case open until they pay you, regardless of how many denials you get.
Cite their own policy and explain that you used BUY SHIPPING, shipped on such-and-such a date, etc.
