Amazon is deducting the refund from me, and counting it against my ODR. The item was claims protected because it was shipped through Amazon Buy Shipping, and has the Claims Protected Badge.
What is the proper way to dispute this to get the refund funded by Amazon and Order Defect hit removed? I see the directions in my A-Z decision email, but I’m interested in any further advice for appealing with greater odds of success.
Thanks very much for your help.
Make sure you have tracking showing the item was shipped on time. If your order was not scanned by the carrier until after the ship by deadline, even if it was shipped prior, you won’t win.
Date of order:
Date shipped:
Tracking number:
Date of delivery:
Order was shipped using Amazon’s Buy Shipping. According to Amazon policy, orders shipped on time using Buy Shipping should be covered by Amazon if there is an issue with the delivery of the item. Please reimburse this order and reverse the metrics hit as per Amazon’s policy.
This usually works for me, although in some cases Amazon reverses the metrics hit but keeps the money.
Here is a template for INR provided by @oneida_books in the Resource category here on SAS.
Thanks! Additionally, the customer had the package redirected for pickup at their local Dollar General. According to customer, the staff couldn’t locate the package. Is this irrelevant info in terms of appeal?
Mike
Basically … yes
Customer didn’t receive their package so INR (even though it may be at their fault … but it’s not your fault).
Just follow the template by @oneida_books (it is pretty much the same as we use).
This should not matter.
Got this denial. It seems I’m supposed to rollover and issue a refund when the client redirects the package and doesn’t pick it up, in order to prevent losing an A-Z? I used Buy Shipping for claims protection from INR. I instructed the customer multiple times to file an INR claim days earlier. Am I out of luck here?
Hello,
Thank you for taking the time to provide us with more information regarding your claim on order 112-0004798-xxxxxx. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than February 21, 2025. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.
For more information about the A-to-z Guarantee policy, refer to our help pages.
https://www.amazon.com/gp/help/customer/display.html?nodeId=201889250
Thank you.
-Amazon
They generally look at the tracking to determine if something was shipped on time. Does your package show a scan from the carrier before the ship deadline?
These are not compatible statements from Amazon. Shipping and item on time and an item being delivered on time are completely separate issues.
If you shipped on time and the item was delivered to the address on the order, whether that is the final address or a freight forwarder or a Dollar General, you should be finished, and further delivery pickup or delivery issues should not be your problem.
If the only defect on this order was that the item did not make it into the hands of the buyer, but the seller did everything correctly and on time, you should be covered by Amazon’s buy shipping policy.
What was the last ship by date on the order?
When was the first (accepted) scan by the shipper?
Did you use the template provided?
INR means the item was not received.
A to Z protection is for any issue with delivery as long as the seller ships by the last ship by date and has a first (accepted) scan on or before the last ship by date.
It seems fairly clear from this that you should have won the claim.
Amazon’s Buy Shipping protections should have covered you. Do you still have the option to appeal?
The option to appeal has been removed. Perhaps I can open a case for it?
Does FedEx shipping give any more detail about the delivery attempt on 2/20/2025 where it shows "Undeliverable: Incorrect Address?
We would appeal again pointing out …
Dispute this statement as order was 2/17/2025, ship on 2/18/2025 with first scan on 2/18/2025.
Point out that you shipped within 1 business day and to the address provided on the order and that tracking shows it made it to that address on 2/20/2025 (which is one day prior to the Amazon commitment) where the shipper determined that it was “Undeliverable: Incorrect Address”. This means that you fulfilled your part per Amazon policy and covered by Amazon A to Z policy by using Amazon Buy Shipping.
We would probably attach the screen shots showing the order detail page order summary and the tracking with the 2/20/2025 “Undeliverable: Incorrect Address” highlighted.
Seems like you are going to have to fight a little harder but you have the info to win.
We would and once you do, if you post on NSFE, create a post on NSFE about the claim and included the case ID that you opened over it.
On a call with FedEx this morning, an agent told me that the item was redirected, at the customer’s direction, to a Dollar General store in the same city as the original delivery address. The last scan shows it “Out For Delivery” on 2/25/2025.
Since the appeal was lost, I imagine my only course left is to open a case log on the matter?
I hate NFSE so much, but this incident has made me consider enrolling on NFSE and posting about this matter. I never on-boarded to NFSE, but now I feel I’m missing out on a channel to vent through 
Yes … but we wouldn’t state to Amazon about the customer forwarding the item to a different address ( @HobbesIsMyTiger your thoughts on that? ). Just stick to the basic facts.
Shipped on time
First scan on time
First attempt at delivery on time to the address on file.
Shipped using Amazon Buy Shipping
If you want, craft your case and post here … maybe the forum can help tweak it.
This is the source of the problem.
If your order was lost, damaged, or delivered you would have no problem. Incorrect Address, even though the buyer gives the address, is less reliable.
Every AtoZ that I have lost with Buy Shipping (after appeals, because Amazon’s first pass is pffft) has boiled down to some irregularity with the shipping that Amazon used as an excuse to void their protections.
I’m not saying that this is hopeless to win, but if it’s winnable I haven’t figured out how.
