AZ Claim for item shipped with Amazon shipping
Had an AZ Claim filed against us where the customer claims they never received the item.
We shipped on time, using the post office, and the tracking shows that it was delivered on time. But the customer filed an AZ claiming the item wasn't received. We purchased the shipping through Amazon, which should protect us in cases like this. The order detail page even has the little symbol saying "claims protected" by the tracking number.
Customer reached out to us and we told her to just file an AZ claim (thinking we would be protected).
AZ has approved their claim and now I'm wondering, do I need to appeal it?
Or is it an automatic process where our account will be refunded?
And yes, it was shipped (and scanned) on time.
Order ID: 114-5350457-5820252
AZ Claim for item shipped with Amazon shipping
Had an AZ Claim filed against us where the customer claims they never received the item.
We shipped on time, using the post office, and the tracking shows that it was delivered on time. But the customer filed an AZ claiming the item wasn't received. We purchased the shipping through Amazon, which should protect us in cases like this. The order detail page even has the little symbol saying "claims protected" by the tracking number.
Customer reached out to us and we told her to just file an AZ claim (thinking we would be protected).
AZ has approved their claim and now I'm wondering, do I need to appeal it?
Or is it an automatic process where our account will be refunded?
And yes, it was shipped (and scanned) on time.
Order ID: 114-5350457-5820252
11 respuestas
Seller_DdmPiA1p1S2Wu
Amazon should grant the claim, but it should be Amazon funded and no ODR impact. Does it show Seller Funded or Amazon Funded? What does it show for ODR impact?
Seller_WBnGS7Ix3XiDX
Just a quick question, like 60 questions....to try to get to the bottom of this. Was the item over $100.
I have seen some claims get denied if the item was over $100.
Roberto_Amazon
Hello! @Seller_8aj0FNXrH0fP3
Thank you for using the Forums. You have received guidance already on this thread, specially from @Seller_DdmPiA1p1S2Wu and I was just wanted to follow up and acknowledge their assessment on our claim is correct.
The shipments need to be confirmed and have at least one physical scan before the "ship by date". This is outlined as part of our best practices in our help article: Prevent an A-to-z Guarantee claim.
See the section for "Confirm shipments before expected ship date: Ensure that the courier picking up deliveries first scans the customer’s package on or before the ‘ship by’ date. It's important to confirm that you have sent the order on or before the expected ship date so that customers can see the status of their order and understand when to expect delivery without the need to contact you. Failure to ship on time negatively impacts your Late shipment rate and if you do not promptly resolve the issue with the customer, it is likely to result in a claim being granted in the customer’s favor. "
Sincerely,
Roberto
Seller_WtOwWhtSrFjva
This is the first step.
You now have to file a saf t claim.
