Is there a way to file a 2nd appeal on an A to Z? I could on a Safe T, but don’t see that option available on the A to Z.
I shipped with Buy Shipping. Tracking shows delivered, buyer claims they did not receive it.
This claim clearly should have been covered by Amazon under their A to Z policy.
The original claim and the appeal quoted the policy.
Your Representations:
December 1, 2023[Seller correspondence]: This order was shipped on time with Amazon Buy Shipping. Carrier UPS, Ship date Fri, Nov 17, 2023. UPS website tracking says it was delivered Friday, November 24 at 10:53 A.M. at Other. The buyer says she did not receive it. Please cover this claim according to policy: A-to-z Guarantee claims: 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. Thank you
Your Appeals:
December 6, 2023Policy states: A-to-z Guarantee claims: 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. * Amazon Buy Shipping was purchased. See order details for this Buy Shipping charge: Shipping Label : $6.64 Please follow policy, cover the claim and remove the order defect, according to the A-to-z Guarantee.
I also lost a Safe T Claim last week that I should not have lost.
I’ve had to appeal claims before to achieve the correct outcome, and have always won on the appeals when claims aligned with policy. Now apparently it just does not matter what the policy is. I’m expecting these outcomes to get worse.
Bullet points are your friend when dealing with the first- and second-echelons of Amazon’s support infrastructure, I’ve found (thanks largely to the advice of the other seasoned & savvy forum veterans of your caliber).
Why was my appeal denied?
We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery.
If I use ‘Buy Shipping’, Amazon has the tracking result from UPS that shows ‘delivered’.
Why are they asking for proof of delivery when the buyer says she didn’t get it?
Since when is proof of delivery required for an A to Z when ‘Buy Shipping’ was used. It doesn’t make sense.
What if tracking never shows delivered? I bought insurance and signature required. It’s all lost in the USPS system going in circles. A-Z granted the claim for the buyer. They are not counting it against my ODR, but they did not eat the cost of the product.
Aren’t they supposed to cover me? I appealed once, but I feel like I need to appeal again.
This is the format we used for a successful A to Z appeal
Hi, We purchased shipping for this order using Amazon buy shipping services. The ship by date on this order was Wednesday, Apr 12, 2023 to Thursday, Apr 13, 2023. USPS tracking shows that this package was scanned by the post office on Wednesday, April 12, 2023 at 2:00 pm. The USPS tracking link is https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=93055201114XXXXXXXXXXX . Amazon Buy Shipping policy states “A-to-z Guarantee claims: 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.” (Amazon Policy Link Server Busy) . Since we purchased shipping using Amazon Buy shipping and USPS tracking information proves that this order was shipped on time, please return the money to our account and remove the defect from our account. Thank you, [YOUR NAME] Owner of [STORE NAME]
Just change the ship by dates, the first scan by date and the USPS tracking number. Insert your name and store name at the end.
EDIT @primetime … notice that our appeal does not even mention whether the item was delivered or not as it doesn’t matter for an A to Z claim to be covered for INR or other delivery issues. It simply addresses the fact that it was shipped on time, has a first scan on time and follows the guidelines for coverage under the A to Z policy which is linked in the appeal.
They denied my claim because they said it was being returned by the post office. This package has been in limbo traveling around the country since September 30. I still neither have the package nor my money.
I filed a claim with the USPS and they also denied my claim. I am appealing there, too.
I did quote Buy Shipping policy, did not put in links but did note the UPS tracking. I will try your format. I’ve used mine before and never got denied. I’ve had to appeal a few times and sent basically the same thing again. I don’t think they, or the bots, read well. But now that the 2nd appeal was denied on this one, how do I go about appealing again?
I am aware of this and it is why I am appalled they wrongly denied the claim.
And this is the reason they gave for denial, which is against the policy:
This claim is worth $75. Most egregious is they are clearly not following policy and it appears I have no recourse after the 2nd denial. I don’t find any links or vehicle to object/appeal again.
I wondered if I can open a support case to appeal a 3rd time.
Not sure if it rises to the jeff email level but maybe it does if they are doing this to many sellers. It’s a rotten way to be treated no matter if due to bad bots, incompetent human reviewers or especially if it is by design.
I get it if mistakes are made but we’ve made them enough money to deserve a path all the way forward when something needs to be fixed.