Amazon Ordering Free Replacements Rather Than Processing an A-Z Claim

[packetfire]

Not sure how to handle this, need wisdom:

1. Customer’s FBM order is damaged in shipping by UPS/USPS/FedEx
2. Amazon Buy Shipping Was Used
3. Customer does not follow A-Z process, but asks for a replacement
4. Customer is issued a label to return 1st item, but does not mail it
5. I get a “replacement” order, expecting me to eat product and shipping
6. I ask Amazon why A-Z was not filed, and I am told that I SHOULD FILE A CLAIM WITH THE POST OFFICE

Huh? I expected an A-Z and SAF-T claim scenario here.

Regardless, how do I recover costs here?

[Thelunatick]

This is how amazon operates now.

They expect you to ship a replacement and expect you to file a safe-T-Claim 30 days later if you don’t get the return.

What most of us do, if our ODR can handle, it is cancel the replacement order.

[Pepper_Thine_Angus]

@packetfire

Customer does not follow A-Z process, but asks for a replacement

Customer can’t open an AtoZ until the return process is attempted now, and “Replace item” is the default for returns. I like to blame customers, but in this case it is how Amazon has the process set up now.

@packetfire

I ask Amazon why A-Z was not filed, and I am told that I SHOULD FILE A CLAIM WITH THE POST OFFICE

Cause Amazon was tired of paying out for shipping damage. Buy Shipping is not insurance

[packetfire]

@Pepper_Thine_Angus

Buy Shipping is not insurance

If I use Amazon Buy Shipping, and the package is lost or damaged, I expect to follow an A-Z Claim / SAF-T Claim process. To my knowledge, I cannot file a claim with USPS or UPS when Amazon Buy Shipping was used, as Amazon bought the postage, not me.

[packetfire]

@Thelunatick

What most of us do, if our ODR can handle, it is cancel the replacement order.

Why? If the customer honestly got a damaged item, then replacing it makes sense.

[Pepper_Thine_Angus]

@packetfire

To my knowledge, I cannot file a claim with USPS or UPS when Amazon Buy Shipping was used, as Amazon bought the postage, not me.

I believe your right. Catch 22

[Lost_My_Marbles]

@packetfire

To my knowledge, I cannot file a claim with USPS or UPS when Amazon Buy Shipping was used

With USPS, yes (we can confirm) a claim can be filed when Amazon Buy Shipping has been used.

With UPS, most reports have it being the UPS account holder which, in Amazon Buy Shipping case, would be Amazon.

[Dogtamer]

@packetfire

…
To my knowledge, I cannot file a claim with USPS or UPS when Amazon Buy Shipping was used, as Amazon bought the postage, not me.

One of the NSFE mods posted this on the subject of filing UPS Claims for BSS Orders earlier this year:

To file a claim with UPS, please follow these steps:

1. File a claim with UPS by calling 1-800-711-5914

The UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.

2. When submitting the claim, inform UPS that you are filing a claim for a damaged or lost item for Amazon seller-fulfilled.

If UPS will not move forward with your claim request or the claim was initiated but not paid, follow these steps:

1. Call UPS at 1-800-711-5914 (this phone number is designated for Amazon sellers), and request UPS to help with your claim.

2. If UPS continues to refuse to settle the claim, you can contact Amazon. However, before contacting Amazon, you must obtain the following information from UPS by calling 1-800-711-5914:

UPS tracking information (required)

First and last name, or agent ID, for the UPS employee who refused to initiate the claim (required)

Your contact email, phone number, or both–this will be provided to UPS (required)

Business name and full mailing address to where the claims payment check should be sent (required)

UPS claim number (if available)

Please feel free to refer to this help page for additional information regarding optional coverage for loss or damage.

Regards,

Quincy_Amazon

That’s basically a restatement of the “UPS Optional Coverage” section of the Seller Help Content page “Optional coverage for loss or damage” (link, to section):

"…

UPS optional coverage

UPS’s liability for loss or damage to each UPS domestic package or international shipment, or to each pallet in a UPS Worldwide Express Freight® service shipment, is limited to a value of $100, except as set forth below. Unless a greater value is recorded in the declared value field of the UPS Source Document or the UPS Automated Shipping System used, the shipper agrees that the released value of each domestic package or international shipment, or pallet is no greater than $100, which is a reasonable value under the circumstances surrounding the transportation, and that UPS shall not be liable for more than $100 for each domestic package or international shipment or pallet. To increase UPS’s limit of liability for loss or damage above $100, the shipper must declare a value in excess of $100 for each package or pallet in the declared value field of the UPS Source Document or the UPS Automated Shipping System used and pay an additional charge. The shipper cannot declare a value in excess of the maximum allowable limits set forth as $50,000.00

• File a claim with UPS

Amazon’s Buy Shipping service enables you to access shipping solutions offered by a network of shipping carriers, including UPS. When you use Buy Shipping and related services from UPS, you must file claims of loss or damage directly with UPS regardless of whether UPS charges a Buy Shipping service fees to your Amazon account or linked UPS shipper account. Amazon may not file claims on your behalf or reimburse you for any successful claims. Upon successful resolution of a claim, UPS will reimburse you directly to the extent such payments are required by UPS terms and conditions.

To file a claim with UPS follow these steps:

• File a claim with UPS by calling 1-800-711-5914
  • The UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.
• When submitting the claim, inform UPS that you are filing a claim for a damaged or lost item for Amazon seller-fulfilled.

If UPS will not move forward with your claim request or the claim was initiated but not paid, follow these steps:

• Call UPS at 1-800-711-5914 (this phone number is designated for Amazon sellers), and request UPS to help with your claim.
• If UPS continues to refuse to settle the claim, you can contact Amazon. However, before contacting Amazon, you must obtain the following information from UPS by calling 1-800-711-5914:
  • UPS tracking information (required)
  • First and last name, or agent ID, for the UPS employee who refused to initiate the claim (required)
  • Your contact email, phone number, or both–this will be provided to UPS (required)
  • Business name and full mailing address to where the claims payment check should be sent (required)
  • UPS claim number (if available)

…"

I’ve not had an opportunity to test this out myself, but I suspect it might be worth a try; additionally, our friend @Old-Timer made a series of excellent tutorial posts on filing UPS claims a few years back in the OSFE, so he may well have better information on this than I do…

[Pepper_Thine_Angus]

@Lost_My_Marbles

With UPS, most reports have it being the UPS account holder which, in Amazon Buy Shipping case, would be Amazon.

I thought the whole conversion last year was about everyone gets their own UPS account so they could file a claim, no?

[Lost_My_Marbles]

To be honest, we have no experience with the UPS process and only have knowledge of the trouble other sellers had with UPS claims when Amazon Buy Shipping was involved.

We would defer to what @Dogtamer has provided up thread when it comes to UPS claims.

[Old-Timer]

I have always been able to file UPS claims when using Amazon Buy Shipping Services (BSS). I have also been able to file USPS claims as mentioned above.

I have helped a handful of sellers recover losses from UPS directly in the past using DM’s on the OSFE. I had one fail also, but that one may have been due to a “bad” seller trying to trick UPS.

@packetfire

Not sure how to handle this, need wisdom:

1. Customer’s FBM order is damaged in shipping by UPS/USPS/FedEx

When was this order delivered?

@packetfire

• Customer is issued a label to return 1st item, but does not mail it

No problem. The replacement order is not created unless the return label is scanned within 7 days of the replacement request. (usually)

@packetfire

• I get a “replacement” order, expecting me to eat product and shipping

This is confusing. The replacement order would only appear if the PrePaid Return Label was in transit.

Was your item marked, hazmat or non-returnable?
Or, did you receive an oddly worded email that Amazon forwarded to you on behalf of the buyer?

Let me know if I can be of help.

Side note: @Dogtamer , is correct above. That is the newer phone number for Amazon Buy Shipping Services UPS claims assistance.

[Dogtamer]

@Old-Timer

…
This is confusing. The replacement order would only appear if the PrePaid Return Label was in transit.
…

That’s certainly how it’s supposed to work, but there has been a good deal of chatter, in various discussion venues, which seemingly indicates that - @ least in some situations - Amazon may be generating Replacement Orders as soon as the PrePaid Return Label is generated, and not waiting for it to be scanned in by the carrier…

[Old-Timer]

Gotcha. Thanks. In this situation above, the Safe-T claim should be available since the pre-paid return label was not scanned.

[ModernSwitch]

But how does one even ship a replacement?

I had an fbm order that got lost in shipping and the buyer messaged me wanting a replacement. There was no where I could print a new shipping label and I couldn’t even access the address on the account anymore. It had only been lost for maybe a week or so? Not like this was months later.

Luckily I had the address in my history (for whatever reason my computer downloads and opens pdf so I was able to just go back in my downloads folder and find the right label) and then had to purchase a new label from a different shipping company and message the buyer the new tracking number.

Like I’m more than willing to ship a replacement but you need to make it easy.

[Old-Timer]

Our custom orders are exempt from Replacement orders. I do not remember doing this myself and may be an Amazon automatic thing.

To my knowledge, Handmade is exempt from Replacement orders automatically.

Also exempt are: Extra large or heavy items, pre-owned watches, and digital purchases (non-physical items).

Our Replacement Orders for Standard Items, like playing cards, appear as an order to Ship Today but at $0.00 invoice.

[Thelunatick]

@packetfire

Why? If the customer honestly got a damaged item, then replacing it makes sense.

Because in our experience since this started they are all scammers.
I have yet to have a legitimate replacement order.

The only ones we fulfilled.
They ordered a stethoscope, claimed it didn’t work.
Sent back just the stethoscope in a different box and nothing was wrong with it. Safe-T claim denied because we got it back. Tried explaining until they wouldn’t respond.

Sent replacement out, never got the item back. Safe-T claim “they have 30 days to get it back to you” No ■■■■ i’ts been 45. Oh here’s 20% back.

I am not funding Amazon’s scammer customers.

[packetfire]

@Old-Timer

This is confusing. The replacement order would only appear if the PrePaid Return Label was in transit.

Yep, but Amazon ordered the replacement AND issued a label, but did both at the same time, and the label has not been scanned by USPS or UPS.

[Setalpz]

On the return requests tied to replacement orders, the return doesn’t allow you to “Complete” it for “Replacement Issued, Return Received”. There are only 4 options available, none apply to this scenario:

[Old-Timer]

@packetfire

Amazon ordered the replacement AND issued a label

What was the delivery date of the original order?
What was the delivery date of the replacement order?

I am trying to see if you waited the 30+ (possibly longer) days for the Safe-T claim to be available because the buyer did not return the original.

[packetfire]

@Old-Timer

I am trying to see if you waited the 30+ (possibly longer) days for the Safe-T claim to be available

Nope, this is happening now - I just shipped the replacement, which was strangely ordered by Amazon (at $0 to me) before any “first scan” of a return.