AZ Claim Assistance (INR) – Buy Shipping Used, Order Shipped on Time
Hi all,
I'm currently trying to work through a tricky A-to-Z Claim situation. Would love to get some third party perspectives (and potentially moderator support). Here's the scenario:
- Order for an $800 item was placed on May 11, with a "Ship-by" date of May 15:
- Label was generated via Amazon Buy Shipping, and order was dropped off at UPS on May 15 (see receipt below), which is ON TIME according to Amazon (note: potential PII blurred out – more than happy to share original version with mods privately if requested):
- After dropoff, something funky happens with the package – the dropoff scan is never recorded in the tracking log, and then there doesn't appear to be any progress on the package for several days, until it starts moving again on May 18:
- UPS indicates successful delivery on May 22, which is ONE business day after the "Deliver By" date on the order
- After delivery, customer filed an INR AZ claim, which Amazon subsequently granted
- In my response to the claim (and in the 3+ appeals I submitted), I provided a screenshot of the drop off receipt (un-redacted) along with the context above. I also included the relevant policy details from Seller Central help ("Use Buy Shipping Services"): "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Would be great to get thoughts on a few things:
- Am I missing something regarding how the policy should be interpreted here? From my perspective, this feels like an open and shut case – I used Buy Shipping, and I shipped on time, and so therefore the A-to-Z Claim should be covered by Amazon and should not affect my ODR...right? I recognize the order was delivered one day late, but my understanding is that is NOT required for Amazon to cover A-to-Z Claims
- Has anyone encountered a similar situation? If so, how were you able to get it resolved? As mentioned above, I've submitted 3+ appeals at this point, and the only response I've gotten back has been, "Although we understand your position, we stand by our decision."
Any thoughts/recommendations on path forward would be much appreciated!
AZ Claim Assistance (INR) – Buy Shipping Used, Order Shipped on Time
Hi all,
I'm currently trying to work through a tricky A-to-Z Claim situation. Would love to get some third party perspectives (and potentially moderator support). Here's the scenario:
- Order for an $800 item was placed on May 11, with a "Ship-by" date of May 15:
- Label was generated via Amazon Buy Shipping, and order was dropped off at UPS on May 15 (see receipt below), which is ON TIME according to Amazon (note: potential PII blurred out – more than happy to share original version with mods privately if requested):
- After dropoff, something funky happens with the package – the dropoff scan is never recorded in the tracking log, and then there doesn't appear to be any progress on the package for several days, until it starts moving again on May 18:
- UPS indicates successful delivery on May 22, which is ONE business day after the "Deliver By" date on the order
- After delivery, customer filed an INR AZ claim, which Amazon subsequently granted
- In my response to the claim (and in the 3+ appeals I submitted), I provided a screenshot of the drop off receipt (un-redacted) along with the context above. I also included the relevant policy details from Seller Central help ("Use Buy Shipping Services"): "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Would be great to get thoughts on a few things:
- Am I missing something regarding how the policy should be interpreted here? From my perspective, this feels like an open and shut case – I used Buy Shipping, and I shipped on time, and so therefore the A-to-Z Claim should be covered by Amazon and should not affect my ODR...right? I recognize the order was delivered one day late, but my understanding is that is NOT required for Amazon to cover A-to-Z Claims
- Has anyone encountered a similar situation? If so, how were you able to get it resolved? As mentioned above, I've submitted 3+ appeals at this point, and the only response I've gotten back has been, "Although we understand your position, we stand by our decision."
Any thoughts/recommendations on path forward would be much appreciated!
16 respuestas
Seller_aV1Bh32hE0KND
Tracking has to prove you shipped on or before the Ship-by-date; Carrier picked up does not count.
According to Amazon, you shipped late; they go off the first acceptance scan (May 18th).
However, you have the receipt showing you dropped it off at UPS on May 15th.
Did the A-z Rep have a copy of the dropoff/acceptance receipt? Was it sent to the customer as an attachment through Buyer-Seller Messaging; that's where the Rep looks for any additional proof or docs. when deciding the claim?
@Topher_Amazon would you be able to look into this? The OP has the dropoff receipt proving they shipped on time.
Danika_Amazon
Hi @Seller_HExmkTih1yI2xand thanks for reaching out on the Seller Forums with your inquiry. You're right--this is a tricky one, indeed.
Do you have your case number(s) and if so, can you please share them here so I can review internally in order to determine next steps?
Also, please be aware things may proceed a bit slowly over the next few days as many folks are out for Independence Day.
Thanks, and hope you have a nice weekend.
Best,
- Danika
