CS refunded buyer instead of opened A-Z INR on lost package, SAFE-T keeps denying me
The other day I was going through my refunded charges and noticed that an order had been refunded (not by me). The shipping on that order had been bought with Amazon Buy Shipping, and the item was scanned by USPS as recieved well before the ship by date.
I checked the tracking and the package stopped moving about 3 weeks ago, so it seems like a CS agent decided to refund the buyer from my balance rather than directing the buyer towards filing an A-Z INR claim (which would have protected me under the buy shipping policy). Am I wrong that the buy shipping policy should protect me? The policy states that any problems with delivery will be covered by amazon, and a package that never gets delivered seems to be a "problem with delivery" if you ask me. I filed for SAFE-T and explained the situation but got denied initially and my appeal got denied as well I can appeal again but I don't see the point.
I contacted seller support (Case 15038125731) but was told that I had to appeal the SAFE-T result myself and that the agents wouldn't be able to help me. It seems very obvious that the buyer should have filed A-Z INR rather than take the refund out of my balance, so I'm hoping someone here from amazon can help me out and get this decision reverse.
If I'm mistaken about the policies here, I'd like to know where I messed up, but I don't understand why I've been denied.
CS refunded buyer instead of opened A-Z INR on lost package, SAFE-T keeps denying me
The other day I was going through my refunded charges and noticed that an order had been refunded (not by me). The shipping on that order had been bought with Amazon Buy Shipping, and the item was scanned by USPS as recieved well before the ship by date.
I checked the tracking and the package stopped moving about 3 weeks ago, so it seems like a CS agent decided to refund the buyer from my balance rather than directing the buyer towards filing an A-Z INR claim (which would have protected me under the buy shipping policy). Am I wrong that the buy shipping policy should protect me? The policy states that any problems with delivery will be covered by amazon, and a package that never gets delivered seems to be a "problem with delivery" if you ask me. I filed for SAFE-T and explained the situation but got denied initially and my appeal got denied as well I can appeal again but I don't see the point.
I contacted seller support (Case 15038125731) but was told that I had to appeal the SAFE-T result myself and that the agents wouldn't be able to help me. It seems very obvious that the buyer should have filed A-Z INR rather than take the refund out of my balance, so I'm hoping someone here from amazon can help me out and get this decision reverse.
If I'm mistaken about the policies here, I'd like to know where I messed up, but I don't understand why I've been denied.
16 respuestas
Seller_f4a7xAPCCSMqD
Double-check your account info and see if you have CSBA enabled.
Seller_JriIYrr4sOxtS
You are protection under the A-to-Z frame, but not safe-T. For safe-t, the tracking must show delivered.
Seller_BfFB0O3AtGVPh
I know now you were signed up for CSBA (inadvertently) But my understanding has always been even if you had an A-Z claim filed against you, you would have lost because responsibility would be the carrier since the package was lost. I always refund in cases where packages are not delivered. Deal with the carrier directly. It's an unfortunate side of the business. And by the way I have rarely dealt with the package claim side because it's just really not worth the time unless it's a substantial economic loss.
Seller_r9wMm8LrE5iKj
This can be virtually impossible with an Amazon label, as the shipper will say only the account that bought the label (Amazon) can make claims, and Amazon will say "hey, we're just a middleman here, we take no responsibility for anything on our watch":
Seller_1oT4ZOwrSByEE
You did nothing wrong, you filled your obligation as a seller and amazon gave your money away because it is not theirs and it makes the buyer happy.
