Lost A-to-Z claim even though order was shipped using Amazon Buy Shipping
I've had two A-to-Z claims in the last 24 hours that have been granted in the customer's favor and the funds pulled from my account. I have appealed both of them showing that both were shipped using Amazon Buy Shipping, both were shipped on time and both were delivered on time. Usually I have no problem winning these and having Amazon fund them, but today no luck. Mods, can you please escalate these? Why can't Amazon just follow their own policy? These should both be straightforward.
Order #s 111-3142495-7321053, 113-8687235-0179409
@KJ_Amazon@Bryce_Amazon@Michelle_Amazon@Tatiana_Amazon
Lost A-to-Z claim even though order was shipped using Amazon Buy Shipping
I've had two A-to-Z claims in the last 24 hours that have been granted in the customer's favor and the funds pulled from my account. I have appealed both of them showing that both were shipped using Amazon Buy Shipping, both were shipped on time and both were delivered on time. Usually I have no problem winning these and having Amazon fund them, but today no luck. Mods, can you please escalate these? Why can't Amazon just follow their own policy? These should both be straightforward.
Order #s 111-3142495-7321053, 113-8687235-0179409
@KJ_Amazon@Bryce_Amazon@Michelle_Amazon@Tatiana_Amazon
5 svar
Roberto_Amazon
Hello! @Seller_q6NkIi6kKaVTg
Thank you for using the Forums. I understand this is a frustrating experience, I have looked into both of the claims and they are very different.
The first claim for the order, ending in 1053, was denied due to the item being shipped late based on the ship by date. The carrier took possession of the package past the ship by date, the first tracking event "Carrier notified to pick up package " does not count, as it is no evidence they took possession of the package. See the section for "Confirm shipments before expected ship date:" below:
Prevent an A-to-z Guarantee claim
For the second order ending in 9409, the claim is being denied beyond buy shipping responsibilities and more related to the refund experience. Can you please explain why the buyer was not refunded? Was there anything wrong with the item's condition? There was a crucial step that was missed here, when refunding or keeping restocking fees, you must grade the condition of the product and communicate with the buyer as per:
In the eyes of the A-Z claims team, you failed to properly refund the buyer, which resulted in a granted claim and debit from your account.
Regards,
