We’ve had a few issues recently where UPS is delivering late on Next Day Air packages. We purchased the shipping through “Amazon Buy Shipping” and the order and carrier selection was OTDR protected. The customer will open a return request and Amazon will then refund the Outbound Shipping cost from our account at First Scan.
We’ve opened up Safe-T Claims but they will not reimburse us for the Outbound Shipping cost even though we shipped on time and used the correct and suggested carrier for OTDR protection. Any ideas on how to recover the Outbound Shipping Cost to the customer via Safe-T Claims? Below is the policy from Amazon’s help section:
Amazon Buy Shipping protections
There are two types of protections available from Amazon Buy Shipping: Claims Protection and OTDR Protection.
For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against “Package didn’t arrive” claims when all of the following conditions are true:
- The buyer was reimbursed by Amazon for not receiving their package.
- The shipping label was purchased with Amazon Buy Shipping and was a “Claims Protected” shipping service. The “Claims Protected” badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: “Late Delivery Risk” labels are ineligible for protections).
3.Note:* Based on Amazon’s observation of millions of shipments, we have a high confidence that “Claims Protected” shipping services will deliver on time. “Late Delivery Risk” shipping services are those that, according to Amazon’s estimated delivery date, have a lower chance of being delivered on-time for the specific order.
- The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
When all of the above conditions are true, Amazon will fund the buyer reimbursement and the customer-reported claim will not be counted against your order defect rate.
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Not sure if this will help but if it did not incur a weather or act of god delay, you should be able to get the outgoing refunded from UPS. Here is a mod post on the NSFE on how to get assistance from UPS but we all know how (un)helpful the mods or support can be.
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That’s a quote from the SHC (“Seller Help Content”) page “Optional coverage for loss or damage (link, Seller Central)”; the NSFE mods have been touting this method @ least since early 2024 (link, SAS) (when I first saw Quincy post that text, and noticed its addition since my last-prior archived copy of the page from 031922).
This regimen purports to accomplish the same ‘clawing-back’ functionality provided by OSFE tutorials on the subject posted by seasoned & savvy sellers like our friend @Old-Timer, but from what I’ve seen posted on the subject in various discussion venues over the last year, mileage would seem to vary greatly - often at the whim of the UPS employee handling the ticket on a first- or second-echelon level of support, if the many seemingly-credible reports of said rep. simply refusing to supply what Amazon says they must are to be believed…
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Was this a buyer faulted return reason?
If so, I don’t even normally bring up in the Safe-T claim that the 2-day shipment was late (as long as we shipped on time). I just say “please refund the outbound shipping since it was a buyer faulted return”. We’ve never had an issue getting these reimbursed even if it arrived late…but we might have one like that per year and I can’t remember the last time we had one.
Thus, as mentioned, YMMV…
If it were a seller-faulted return, I can see them trying to fight that just because that’s what they do on seller-faulted returns…
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Around 2021
Next Day Air changed to by 12 pm (noon).
Next Day Air Saver changed to by 11:59pm.
The UPS phone number posted above is the correct phone number to call and request a claim for the Money-Back Guarantee for a Service Related Delay.
I believe there is a very short 2 week window from the delivery date to file a service delay claim.
Amazon’s On-Time Delivery Rate feature in Account Health helps me keep track of filing my FedEx and UPS service delay claims.
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