A-Z Claim Granted Even With Amazon Buy Shipping
I continue to be baffled when we receive an Amazon message that they granted an A-Z Guarantee refund to an APO customer when we shipped on time, purchasing postage through Amazon Buy Shipping program. We shipped the order same day it was received, yet tracking shows 'delayed in transit'. We were never notified by the customer. We just receive notice from Amazon of an A-Z claim that will count against our ODR.
I thought customers had to reach out to seller first? We would have refunded.
I thought as long as packages are shipped using Amazon Buy Shipping that we were covered? None of those factors appears to be in place any longer. And we are well aware that when A-Z goes against our ODR we are in danger of losing buy box eligibility.
What more can do to protect ourselves as sellers?
A-Z Claim Granted Even With Amazon Buy Shipping
I continue to be baffled when we receive an Amazon message that they granted an A-Z Guarantee refund to an APO customer when we shipped on time, purchasing postage through Amazon Buy Shipping program. We shipped the order same day it was received, yet tracking shows 'delayed in transit'. We were never notified by the customer. We just receive notice from Amazon of an A-Z claim that will count against our ODR.
I thought customers had to reach out to seller first? We would have refunded.
I thought as long as packages are shipped using Amazon Buy Shipping that we were covered? None of those factors appears to be in place any longer. And we are well aware that when A-Z goes against our ODR we are in danger of losing buy box eligibility.
What more can do to protect ourselves as sellers?
42 replies
Seller_LTNvvFJ2jqJOv
You have to open a case, then after they don't help you come back to the forums and ask for help from moderators, stating the case number.
The Amazon system is ignoring the APOAE address I'll bet.
Sometimes AI just isn't enough.
Yes customer is supposed to contact you first per Amazon policy, so state that in the case as well, because overseas seller support will forget.
If you used Amazon Buy shipping and package is delayed it is covered by Amazon if you shipped it on time, they just make you work for it.
Seller_f4a7xAPCCSMqD
You have to buy shipping through Amazon and ship on time to be covered. Ship on time means that the carrier's tracking needs to show a scan on or before the ship-by date on the order, and them scanning a SCAN form doesn't count. If USPS's tracking does show a scan, then I would appeal using a form response like this:
A-Z for INR
This claim meets all requirements to be covered under Amazon's Buy Shipping Guarantee.
* ship-by date on the order was X
* order was shipped X with shipping purchased from Amazon (X tracking XXXX)
* carrier scan shows they took possession of the package on X, so the order was shipped on time
* carrier tracking shows that the order was delivered on X, so the order was delivered on time -
Since the order was shipped on time and shipping was purchased through Amazon's buy shipping, it qualifies to be covered under Amazon's buy shipping guarantee. A-Z claim should be funded by Amazon and not count against our ODR.
Seller_kNAboD6kRgVt7
Amazon has not followed this policy overall for about a year now. I have seen a statement by one of the Forum Mods that they know this is happening, but you can see what got done about it....
Seller_g7PbGX1YRsgM8
Welcome to communism. You have no rights with Amazon. Based on THERE RULES. You should not even had an issue with an A To Z claim. Amazon has all of the information on there system that you shipped on time etc.
Ed
Seller_yuUCf8yrkSfAr
I haven't had an A-Z claim in over a year. About 2 weeks ago Amazon granted 8 A-Z claims for items that were shipped on time but were scanned by the USPS days later.
I spoke to my mail carrier about the problem and he told me that if a large bag of items goes the post office many times they just send the whole bag out to the next facility without ever scanning the items. So days later they finally get scanned into the system.
What's great is that I have spoken to 4 of the people that were granted claims and they felt bad and said they would contact Amazon to have it removed. Out of those 4 only one person could be bothered to do it. So Amazon took the 1 claim off and then 2 days later put it back on. The same buyer contacted Amazon again and it was removed again.
This A-Z claim issue is an absolute nightmare. Customer service couldn't care less what they are doing to sellers. By all means, give the buyer a refund but leave my metrics alone.
KJ_Amazon
Hello @Seller_Lxv57WhcjmRJQ. I am following up on your question about A-to-Z Claim and Buy Shipping protections.
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.
For that claim, what was the reason given for the Claim being granted? Does the tracking for that order show that it was shipped on time? Did you appeal the A-to-Z Claim with that information?
KJ_Amazon
Seller_nbFlR7fQZzn77
I've had this happen 2times recently and they were shipped on time. Amazon went with the buyer.
Seller_ynT9EBcDZ6aY3
I purchased the shipping label through the seller's center, I sent it before the deadline, I requested the usps receipt and kept it until today, the customer received it 4 days before the deadline for delivery... and guess what: The customer said that I had done dropshipping from Walmart (it was another seller trying to harm me and he succeeded). So, even with all this (the evidence), Amazon blocked my right to sell on my own
[Moderator Edit: Removed Personal Information]
KJ_Amazon
Thanks for the reply. Tracking shows carrier picked up the packages same day (March 6th) then there is a shipping delay from the carrier. We take our orders to the post office every week day and this was no exception, ordered Monday, shipped Tuesday, tracking shows USPS had them that day, then they had a delay.
Thank you for that update @Seller_Ub9yVIGO81btP.
I reviewed the order and do not see that USPS tracking shows that it shipped on time. If you would like, I can open up a direct case for you to share that information.
KJ_Amazon
