A-Z claim appeal denied despite proof of delivery Order ID: 111-7903895-7013003
Dear Amazon Team@Micah_Amazon
ID: 111-7903895-7013003
Issue:
The customer reported not receiving the package, even though USPS tracking information (tracking code 9214 4902 9153 9716 0545 4492 74) shows it was delivered on April 9th. The customer requested a refund, and despite Amazon providing sufficient proof of delivery, Amazon approved the refund of USD 96.90 from our business account.
When the refund was granted, we received the Amazon explanation:
Why is this happening?
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 the order was received by the customer, we will not count the claim against your Order Defect Rate.
We did research on situations where The claim is automatically granted:
- You did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages.
- You did not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request.
- You authorized the return request with an international return address but, (a) failed to provide a prepaid return label, or (b) failed to agree to a returnless refund, within 5 days of receiving the return request.
- You did not ship the order by the expected ship date.
- You did not use a trackable shipping method, and you failed to provide a valid order tracking ID in Manage Orders when the customer's order was placed.
- You did not deliver the order by the maximum estimated delivery date.
- The tracking you provided shows that the order is undeliverable.
- You did not deliver the order to the address provided by the customer.
- The item was returned using a prepaid return shipping label and you failed to issue a refund within 5 days of receiving the return.
- The item was returned using a prepaid return shipping label and the return was lost in transit.
- The item was returned using a prepaid return shipping label, and the return is either undeliverable or being returned to sender due to an outdated or incorrect return address provided by you.
Our case, in which the tracking we provided shows that the order was delivered, is not listed in automatic granting. Thus, this refund is not valid.
We don't know where we could appeal for this situation.
thank you
A-Z claim appeal denied despite proof of delivery Order ID: 111-7903895-7013003
Dear Amazon Team@Micah_Amazon
ID: 111-7903895-7013003
Issue:
The customer reported not receiving the package, even though USPS tracking information (tracking code 9214 4902 9153 9716 0545 4492 74) shows it was delivered on April 9th. The customer requested a refund, and despite Amazon providing sufficient proof of delivery, Amazon approved the refund of USD 96.90 from our business account.
When the refund was granted, we received the Amazon explanation:
Why is this happening?
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 the order was received by the customer, we will not count the claim against your Order Defect Rate.
We did research on situations where The claim is automatically granted:
- You did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages.
- You did not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request.
- You authorized the return request with an international return address but, (a) failed to provide a prepaid return label, or (b) failed to agree to a returnless refund, within 5 days of receiving the return request.
- You did not ship the order by the expected ship date.
- You did not use a trackable shipping method, and you failed to provide a valid order tracking ID in Manage Orders when the customer's order was placed.
- You did not deliver the order by the maximum estimated delivery date.
- The tracking you provided shows that the order is undeliverable.
- You did not deliver the order to the address provided by the customer.
- The item was returned using a prepaid return shipping label and you failed to issue a refund within 5 days of receiving the return.
- The item was returned using a prepaid return shipping label and the return was lost in transit.
- The item was returned using a prepaid return shipping label, and the return is either undeliverable or being returned to sender due to an outdated or incorrect return address provided by you.
Our case, in which the tracking we provided shows that the order was delivered, is not listed in automatic granting. Thus, this refund is not valid.
We don't know where we could appeal for this situation.
thank you
2 replies
Seller_LBQZt4wWsFSsy
Hi Aolym Biotech 801,
Sorry to see this post, the buyer is impolite. you can open a case for help.
Roberto_Amazon
Hello! @Seller_VFjr2idxElwbo
Thank you for using the Forums. I have looked into this claim and confirmed that although the ODR was removed, the funding was still held by you.
The reason of this is that it is unclear if the product was received or not by the customer. Due to lack of proof of delivery such signature confirmation or using buy shipping services, we don't have further evidence to confirm delivery. See the help page below on how to prevent A-Z claims with additional proof of delivery:
Request additional proof of delivery
If you do have additional evidence to the one you already provided, please let me know to determine additional steps.
Regards,
Roberto
