Buyer unable to file A-Z Claim for item not delivered, no assistance from Amazon. I have to refund them out of pocket now???
I bought a claims protected shipping label from Amazon. USPS tracking indicates it was delivered. Buyer claims it was not. I tell them to file A-Z claim and provide them instructions on how to file one. There is no option to file A-Z claim under their orders menu.
I ask them to contact AZ customer service for assistance with filing one and CS just auto forwards all their messages repeatedly without helping them at all. Final time AZ CS tells me to replace or refund. Why would I have to do that if buying an AZ shipping label is supposedly "claims" protected from Item not received claims once USPS confirms as delivered?
Eventually the customer gets so irate I issue them a refund. I then try to ask CS to issue me a reimbursement and am told to file a SAFE-T claim. System does not let me submit one. Another CS rep says because I refunded not Amazon, I can not file a claim????? I wouldn't need to file a claim if AZ issued a refund!
Can someone give me some answers here without giving me the non-sensical runaround???
Buyer unable to file A-Z Claim for item not delivered, no assistance from Amazon. I have to refund them out of pocket now???
I bought a claims protected shipping label from Amazon. USPS tracking indicates it was delivered. Buyer claims it was not. I tell them to file A-Z claim and provide them instructions on how to file one. There is no option to file A-Z claim under their orders menu.
I ask them to contact AZ customer service for assistance with filing one and CS just auto forwards all their messages repeatedly without helping them at all. Final time AZ CS tells me to replace or refund. Why would I have to do that if buying an AZ shipping label is supposedly "claims" protected from Item not received claims once USPS confirms as delivered?
Eventually the customer gets so irate I issue them a refund. I then try to ask CS to issue me a reimbursement and am told to file a SAFE-T claim. System does not let me submit one. Another CS rep says because I refunded not Amazon, I can not file a claim????? I wouldn't need to file a claim if AZ issued a refund!
Can someone give me some answers here without giving me the non-sensical runaround???
6 replies
Seller_GKXWi3hgXNfHw
My latest response from AZ instructs to open a claim with USPS. I don't understand this. My shipping label is supposed to be "claims" protected by Amazon. Does "protected" mean nothing?
Just tried to open chat with support and they hung up on me???
You are now connected to Subhanka from Selling Partner Support
Subhanka
3:22 PM
Thank you for contacting Amazon Selling Partner Support. My name is Subhankar. I am a Live Channel Specialist and I will be taking care of your case today.
Me
Sent at 3:24 PM
Ok help me with my claim please
This chat session is paused. If you still need support, send a message and we will connect you to an available associate.
Seller_4zBzdtgCyS9EI
OK.
You package is protected if you have automated shipping time enabled and if your package receives a carrier scan (NOT scan sheet) that shows the item in the carriers hand on their website, by the due date.
Customers can not open an A-Z claim until a certain time has passed, usually I believe the last day of the estimated delivery
If you refund a buyer you are always at fault.
Some buyers are blocked from claims due to fraudulent return/INR received claims
There is no such thing as Amazon support. Before you do something you are unsure of, come here and ask. Too late when it's done.
Joey_Amazon
Hi there @Seller_GKXWi3hgXNfHw,
Thank you for bringing this matter to our attention. If you wish, please share the Order ID associated with this case.
I would like to take a look at this and determine what options you might have.
Thanks,
Joey
