A-to-Z Claim Lost with Signature Confirmation
This is the first time I've had this happen.
Customer ordered an item which was delivered to their requested address on April 13th. It was signed for by someone at that location.
Customer contacts us 2 weeks later stating: "I received notice that the package was delivered to the address which was a post office. The post office said it wasn’t ready to be picked up, come back. He went back and they said to wait. He went back and they said they couldn’t find it. Then they said they never received it and they didn’t have it and didn’t know what happened to it. When I ordered it, I was not allowed to put his post office box number so I sent it without it, but had the correct street address. I don’t know what else to do. I ended up ordering another one direct from the company, which we got, so this one that you sent isn’t needed now. I just don’t know what to do about it."
Turns out the customer had this sent directly to a local post office since they could not enter the PO box in the address field when checking out. Someone at the post office received the package and signed for it, then they lost it. The customer opened a claim with UPS which was denied because the package was confirmed delivered by the signature. We sent them a copy of the delivery signature that UPS gathered at the time of delivery.
Customer opens an A-to-Z which is immediately granted in their favor. We appeal it stating that we sent it to the customer's address given to us, and the delivery was confirmed on April 13th with a signature, which Amazon could view in our messages to the customer (there was no way for us to upload any files to the appeal). Amazon denied this appeal.
In the past a signature has won us every claim with Amazon, however in this case they totally disregarded it. I realize no one here can do anything, but I wanted to type this out and vent.
EDIT: The official reason it was denied is: We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery.
If a signature is not sufficient evidence of delivery, THEN WHAT IS?
A-to-Z Claim Lost with Signature Confirmation
This is the first time I've had this happen.
Customer ordered an item which was delivered to their requested address on April 13th. It was signed for by someone at that location.
Customer contacts us 2 weeks later stating: "I received notice that the package was delivered to the address which was a post office. The post office said it wasn’t ready to be picked up, come back. He went back and they said to wait. He went back and they said they couldn’t find it. Then they said they never received it and they didn’t have it and didn’t know what happened to it. When I ordered it, I was not allowed to put his post office box number so I sent it without it, but had the correct street address. I don’t know what else to do. I ended up ordering another one direct from the company, which we got, so this one that you sent isn’t needed now. I just don’t know what to do about it."
Turns out the customer had this sent directly to a local post office since they could not enter the PO box in the address field when checking out. Someone at the post office received the package and signed for it, then they lost it. The customer opened a claim with UPS which was denied because the package was confirmed delivered by the signature. We sent them a copy of the delivery signature that UPS gathered at the time of delivery.
Customer opens an A-to-Z which is immediately granted in their favor. We appeal it stating that we sent it to the customer's address given to us, and the delivery was confirmed on April 13th with a signature, which Amazon could view in our messages to the customer (there was no way for us to upload any files to the appeal). Amazon denied this appeal.
In the past a signature has won us every claim with Amazon, however in this case they totally disregarded it. I realize no one here can do anything, but I wanted to type this out and vent.
EDIT: The official reason it was denied is: We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery.
If a signature is not sufficient evidence of delivery, THEN WHAT IS?
0 respuestas
Seller_JELEnXFOrnw4L
Confusing....
1. Did you use USPS or UPS ?
2. Did you purchase the shipping label via amazon?
3. Did you ship on time, and was it scanned on time?
4. What was the reason amazon denied your appeal?
Seller_rg7nCtcQGuqpk
In fact, the size of this business has started to change, and I realized that if a customer says that they did not receive the product, regardless of the signature confirmation or visual proof of delivery, no matter how many documents to prove the delivery, a direct refund should be made. Amazon is forcing people to do this.this situation started to break my enthusiasm for my job.
Seller_s7F7fMBDtix0d
In order to guarantee an A to Z win, it must be signed for by the buyer. You might be able to file a Safety claim and use the customers own email that states they had it sent to the wrong address.
Something else I would try, look up that post office and call them (DO NOT CALL THE 1 800 USPS... number, you will get no where, Google the actual local number of the post office). Talk to a supervisor and tell them what happened, I bet they can find the package.
Seller_0xdtD36hDLHBC
This really sounds like yous should win. Customer gave wrong address. Item was delivered and signed for.
Maybe the screen grab us your issue. Can you print the signature confirmation to PDF?
Seller_xynRDA9kkNbFC
This thing is become ugly.
We had 3 customers A-Z claiming they did not receive the item in the past months and we lost $1200. What's worse is, Amazon is counting the orders to my order defects.
We used Amazon logistics to send the orders and the tracking information clearly shows the packages were delivered. So I appeal in the A-Z claim providing the tracking info: look Amazon, your own logistic company proves it has been delivered. They don't really care. They refunded and count it to order defect right away, saying you don't have proof signature. The thing is, when you create fulfillment order on Amazon, you don't have that option at all.
Then obviously I have to contact Amazon logistics claiming for lost packages. The customer support gives nothing.
So we the seller, we had to give the "customers" the item for free, pay order-related Amazon fees, and we get order defect rate warning.
I ended up closing all our FBM offers. This is the disgusting Walmart thing coming to Amazon.
Seller_ir2sdQjTkfjTh
USPS electronic signatures have GPS points for the signature. UPS signatures also have GPS points for the signature.
If you email businesssupport at usps.gov they will be more helpful than calling the toll-free number. (if you used USPS, you mention a post office but also UPS?)
Amazon has always reversed A to Z claims in our favor when we've contacted USPS and asked them via email verification proving the signature GPS matches the delivery address.
Seller_24FzucbyGtgZS
Same thing happened to us with an Express Mail shipment - 30-minutes after they signed for delivery an A to Z Claim was filed as not received. Granted immediately and appeal denied for insufficient proof.
Not worth the hassle to file for arbitration and Amazon knows it. I wish Congress would do away with the mandatory arbitration clauses so we could take Amazon to local Small Claims Court (as we can with eBay).
Seller_CVFHhedDuSeYu
Did you use Amazon buy shipping? If so, you don't have to prove delivery, only that you shipped it on time and it was in possession of the carrier on or before the ship-by date.
Seller_8UYHnTIxJNqVK
Same happened to me, Lady said her package was not delivered but it was delivered no where near her lol. The package was shipped a day early and delivered 2 days early. She contacted me and I told her that I would look into it and file a lost package claim with USPS and if she could wait the 72 hour period for the package to possibly show up and she demanded the refund immediately. She filed AtoZ within 10 min of that conversation and Amazon approved it within the hour not even giving me a chance to send my proofs oh and yes I used Amazons Buy Shipping. I appealed it twice, sent the emails from USPS that it was in fact delivered to the right address and still nothing. I emailed Amazon asking for a explanation as to why this is being denied and why Im being held responsible when I wasn't even given a chance to refund her myself and look into the issue. My ODR was affected which upset me most and for what? Following Amazons rules ? I have now accepted the fact that some of Amazon shoppers are scammers and I know this is a fact because I sell the same amount on other platforms and no one and I mean no one try's to pull this crap on the other platforms. I have more security on the other platforms and don't have to worry about being scammed out of my money.
Seller_93soUqAM4VYOH
Welcome to Amazon where you are NOT valued. Customers are always right, no exceptions. After awhile you get use to it. Welcome to club my good friend
