A couple of months ago I received a message from a customer who said they didn’t receive their order. When I looked at USPS tracking it said the package was being returned to sender, business is closed, item undeliverable.
Since I had used Amazon Buy Shipping I advised the customer to file a claim for item not received. Maybe I was mistaken, I thought delivery problems would be covered by Amazon Buy Shipping.
I never got a response from the customer and I never got the return to sender package back either.
Today I got a message from Amazon that the A to Z claim was granted. I never knew a claim had been filed but ok.
If the package shows returned to sender, you are responsible for it. There have been quite a few people complaining that they never got it back… but you never want to tell a customer to open an A-Z if the package has been returned, I can tell you that much.
Try to appeal, that you did not receive the package back. What does return tracking say?
1ST …check to see if the A to Z was covered by Amazon. When we have received a notice that an A to Z claim was granted but have not received a notice that it was filed, the claim has been covered by Amazon.
This is correct. The Buy Shipping AtoZ protections cover you if the item is scanned as delivered or (sometimes) delayed by the carrier, but not if the item is returned to sender.
Amazon usually notifies sellers about open AtoZ claims only if they want a defense. For claims where Amazon does not feel they need more information, they just decide the case and notify the seller about the decision. Examples of this are most INR claims or claims where the buyer returned the item but the seller never refunded.
In your case, since returned to sender orders are not covered by Buy Sipping protections, Amazon decided the case without feeling the need to ask you for information prior to the decision.
What does the tracking information say now? If the tracking says the item was returned to you, or if this order is now so old that the tracking is no longer available, you will not be able to appeal the claim. If the tracking shows the item is still in transit or somewhere that is not delivered to you, you can use this to appeal the claim.
Thank you all, this is good information I wasn’t aware of before especially re: return to sender items.
I checked the status of the AtoZ claim and it says “We have debited the amount from your account but have not counted the claim against your Order Defect Rate because we understand the delivery problem was out of your control”
USPS tracking was last updated September 12. It doesn’t show that it was returned to me just says “Alert - Vacant” your item is returned to sender.
Thanks so much for your help. I’ll move on now…
Edited to Add: I put in an appeal to reverse the refund from my account based on not receiving the return to sender package back and now I’ll move on…
