According to amazon help pages, when a customer returns an order and it is lost in transit we are able to contact UPS for payment. Server Busy about half way down the page.
In our experience, any a-z claims the customer opens are decided in their favor for the lost returns almost immediatly, and always held up on appeal (we lose the appeals), and safe-t claims are also decided against us every time.
This leaves us the only option for repayment for a lost or damaged return from customer being to open the claim with UPS. There is a ups claims phone number available on the amazon help page 1-800-711-5914 that says âThe UPS personnel at the above phone number are trained to support claims requested by Amazon sellers.â
We are mostly successful in our UPS claims, and eventually the claim is paid out and we took it for granted we were being paid. However, UPS informed us today that Amazon is being paid for these claims. I have dozens of claims for these orders and found out that Amazon received payment for every single one.
When we told Support (LOL!), support gave advice on how to open a UPS claim, yet i have been telling support that the claim is already closed and payment has been sent but getting nothing different back from them. No help at all.
Not only is UPS not paying us, the âspecially trained phone agentsâ alerted us that by UPS policy, only the account holder of the shipping label purchase will be reimbursed, which is always Amazon. So Amazons help page is incorrect, and amazon has been paid for dozens of our claims by publishing false details.
Has anyone here actually been successful in seeing a refund for one of these claims through UPS?
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I have received many lost or damage claim paper checks from UPS directly when using Amazonâs UPS account for delivery.
Each UPS payment check for the claim was mailed to the address and name that was on the original shipping label. (our business name and address)
I have not needed to file a UPS claim since the new phone number was provided. For over a year now, Amazon has been covering any lost UPS packages and we have not had any damages in the past year from UPS.
Side note: UPS Adjustments are handled differently than UPS claims. Adjustment reimbursements do appear in Seller Central Transaction view.
I am not sure if UPS claims are currently being reimbursed via Seller Central âOtherâ transactions or if a paper check is mailed to the original return address on the label.
@jewelryman , you mentioned, âthe claim is paid outâ. Do you have any type of email or message with the approved claim information? I may be able to help you track down the claim payment.
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As a note, this is specifically about customer returns only. Regular outgoing shipments we have no issues with claims or reimbursement as those labels are created directly from our own accounts with UPS.
I received a few pieces of information about the claim being paid out. The first, on the tracking page The first here, when i saw this and had not received any payment at all i dug in further.
Next, logged in and saw the claims page says to call UPS for further details.
Upon Calling, i spoke to billing and payments whom informed me that this claim was paid out to Amazon directly. Also, the area in the claim detail screenshot that says click on update this claim - there is nowhere for us to click.
I am not aware of any payment Amazon made to us for this order (or any ups claims), it is definitely not in our payment documents associated with the order in question.
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I have the impression that there may be a step missing.
Can you log in to your UPS Claim Dashboard [link] and see if the tracking number is under your In Progress, Approved, or Closed tab?
click for example image of Claims Dashboard
The reason I am curious is because UPS website states you may need to return paperwork or complete more steps;
Is the claim is under your Approved tab in the UPS Claims Dashboard?
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The tracking number is not under any of these.
Its an Amazon supplied label for a customer return, so its technically under amazons account. When we open the claim using Amazons supplied phone number, the account its under is Amazons but Amazon claims ups will still pay out to us (false)
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Additionally, UPS tells me Amazon has already been sent the funds so there is no paperwork to give us.
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There are some more steps to complete to get the claim approved. I will try to post more information tonight, but I may not be free until tomorrow.
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I found the information.
This applies to Prepaid Return labels for UPS packages lost or damaged in return shipping using Amazons UPS account. Basically the same as when shipping using the account.
If you do not remember or have the UPS employeeâs agent ID, or first and last name, then give another call and make sure to write down the date, time, name of UPS rep, and their agent ID. They may not provide any of this information. If so, just hang up and call again for another UPS employee. And again, if needed.
Once you have the date and time of the conversation and the UPS representatives information, then you would open a Support Case with Seller Central.
Do not provide extra wording or details when opening the case. Just provide the 5 answers to the bullet points shown.
I would open the case by choosing:
Help>My issue is not listed>type UPS Claims>select Seller fulfilled returns and refunds>Enter Order ID> Review and submit>Email>Send
Then find the case in your log and reply adding the 5 bullet points with answers.
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i did this, i have a few cases open for different orders. The wording of the information they are requesting was âFirst and last name, or agent ID, for the UPS employee who refused to initiate the claim (required)â. After i submitted the info and got the ups agent info, amazon responded first saying the claim has been closed already so this route is not open to me, its only for ups refusing to open a claim.
i do still have multiple cases ongoing (and a forums topic opened where im asking for mod help) but the only support responses i get after they tell me the above workflow wont work for these orders are like âsorry we cant help you open a safe-t claimâ and âplease provide the customer the refund since you have been refunded by the shipperâ (which amazon did long ago through an a-z)
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Perfect, that is the next step.
I am not sure why an Amazon representative would try to open a Safe-T claim for a lost return package? Safe-T claims are not used for a lost UPS return package.
Has an Amazon employee responded to your NSFE topic (amazon forum) yet?
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Orders with AtoZ claims are not eligible for Safe-T claims, regardless of the outcome. If Amazon refunded the buyer after an AtoZ claim because the buyer shipped the item back but you never received it, Amazon will offer no further assistance for you. Their policy is that if the buyer shipped the item, you are responsible for refunding even if the package was not delivered.
Since Amazon has already decided an AtoZ against you, you may be out of luck for this order.
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No response yet.
And about the safe-t claim, it looks like support just has no idea what to do and is throwing stuff at the wall until something sticksâŚ
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Apologies for any confusion, we are not trying to get reimbursement for the a-z claim or open a safe-t claim.
The a-z and safe-t claims were brought up at the start of this post more to explain why we had to open a claim with UPS for these lost returns. Later In the post i was pointing out that the safe-t claim was being mentioned by Amazon support - even though our case has nothing to do with these claim types (and we never mentioned them in the cases either).
While looking for a way to be reimbursed for lost customer returns(since a-z appeals and safe-t claims are not an option), we eventually found an Amazon help page that provided a UPS help line phone number for âspecially trained UPS agentsâ that would open lost package claims for us to be reimbursed in this exact situation.
These claims, according to Amazons help page, would pay out to us even though the customers return label was drafted by Amazons account.
What we found is that every payment from UPS ended up being paid to Amazon in direct opposition to what Amazon claimed would happen.
We are trying to get that payment from UPS back from Amazon, or find a way to open these claims in the future where we actually get the payment. Some of these are into the thousands of dollars, so its no small sum.
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I would recommend tagging KJ from Amazon.
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