A customer bought a large set of books, which required two boxes for shipping.
Both labels bought through Amazon Buy Shipping.
About a month later, customer contacted me to say that only one box had arrived. Tracking confirmed that other box was stuck in Atlanta, and hadn’t moved for about 2 weeks.
I told the customer to file an A-Z claim for “Package Not Received”. Instead, he opened a return for “Missing parts”, and sent back the one box that he received (which of course, it just trash without the rest of the set). After the box was returned to me, Amazon issued the customer a full refund, and took it from my credit card (which makes me wonder, what are “reserve funds” for if not this?)
I feel that since this was an issue with the delivery, that Amazon should cover it. Any advice on writing an appeal is welcome; this is new territory for me.
Or am I just tilting at windmills thinking that I have a chance?
Not quote sure you can appeal this as technically the return request was filed for the correct reason. AtoZ Should have covered it via Amazon label but we all know we have seen worse.
I think the buy shipping claim would be your best bet being the tracking makes your point more than anything else. But whenever you have more than one tracking number Amazon’s incompetence will take the wheel.
I would run it that way then hop on the forums and make sure this absurdity is publicized. The typical emails for corporate still work so you can use those last.
Since it was not filed as an A-Z, then Amazon most likely will not cover anything. Also, a full refund would have been necessary regardless of the “missing” box. As for the refund coming from your credit card, that’s a new one. Are you sure that refund for that return was what was charged? Did you have enough “reserve” to cover the refund?
I think you are right. The non A to Z claim may cause a problem getting this covered. It’s a shame the customer will have to get scrood in order to get Amazon to cover their carrier.
No, I mean to get Amazon to act, one would have to claim the return was not complete. The gaps in the Amazon checklist are the problem. One should not be able to file a return for an item they did not receive either in full or partially.
The burden for the carriers failure should never rely on the customer filing an A to Z or even complaining. It should be as simply as a claim for non delivery by the seller, just like Amazon puts on sellers proving on time shipping.
When you pay someone to deliver something with tracking and they cannot provide said tracking, they failed plain and simple. Should be as simple as item not delivered X refund applied. Customer can keep it when they get it because its Amazon’s fault because they hired the carrier.
If you used USPS and had insurance on it (USPS GA has $100 automatically with it), you could file a claim with USPS for at least the $100 for non delivery (even if you didn’t add more insurance). USPS has a 15 day period after mailing and you are past that. The claim can be filed online. You will need the tracking number and a PDF of the invoice/packing slip showing the amount of the order.