Amazon admits item was delivered, still issues refund to the buyer (A2Z Claim)
We have been seeing A2Z claims lately where Amazon is responding with the following:
"The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate."
So Amazon is admitting the buyer received the package, but still refunding them? It is good that it doesn't count towards our ODR but we are not in the business of sending free items to people. What can be done about this?
@Blake_Amazon @CR_Amazon @Jameson_Amazon @Topher_Amazon @SEAmod
Amazon admits item was delivered, still issues refund to the buyer (A2Z Claim)
We have been seeing A2Z claims lately where Amazon is responding with the following:
"The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate."
So Amazon is admitting the buyer received the package, but still refunding them? It is good that it doesn't count towards our ODR but we are not in the business of sending free items to people. What can be done about this?
@Blake_Amazon @CR_Amazon @Jameson_Amazon @Topher_Amazon @SEAmod
31 respuestas
Seller_DdmPiA1p1S2Wu
All you can do to prevent this is to use Amazon Buy Shipping or get a physical signature upon delivery which may or may not protect you from having to fund the A-Z claim. If you use Buy Shipping Amazon should fund it, though. Consider yourself lucky, Amazon used to also count it against your ODR in such situations if you didn't use Buy Shipping, so at least you don't also have an ODR hit.
Seller_nNMH6FaHjIr5o
It's stealing. I have photo proof from Fedex and the buyer. Also message stating "yes it's my house" but the item is gone. So we're responsible for a stolen item now?
Seller_JEZM0XKCFBgyp
The fact that an item's tracking says Delivered doesn't mean the buyer received the package. If I had something stolen off my porch, I'd expect a refund/replacement.
Seller_1ZjQmvBmVkYSs
I've always wondered how long packages are allowed to be stolen. Maybe my packages get stolen like 29 days after they were delivered...
Seller_s7F7fMBDtix0d
I am curious... if I live on the bad side of the city where a package has a 0% chance of surviving on my porch longer than 30 minutes and I file 30 claims for missing packages in the last 3 months, at what point (if any) will Amazon stop refunding me?
In theory, if an item gets stolen off your porch, you file a police report and an insurance claim with your home owners insurance. If my patio set gets stolen off my porch I am not going to go back to Target and ask them to replace it, right?
Joey_Amazon
Hi @Seller_TvRgynZW4Hnag,
Thank you for utilizing the forums!
If you wish, please share the Order ID associated with this A to Z Claim. I can look from my end and determine how we can best assist you.
Thanks,
Joey
Seller_WtOwWhtSrFjva
But you can file a saf t claim and get your money back.
Seller_xO6QhhOg0QACn
Call the postal inspector at 1-877-876-2455 and file a mail fraud complaint against amazon. If they acknowledged the customer received the package but STILL refunded them out of your pocket, then they are committing mail fraud which is a felony. The more sellers that report amazon for engaging in criminal behavior, the sooner they will be forced to stop. You may also want to google the law firm of Rosenbaum & Segall. They only handle class action lawsuits by third party sellers against amazon...
