MCF order shows as delivered BY AMAZON - Customer won INR Claim
Order ID 114-7732937-8713025.
I received an FBM order and had issues with Buy Shipping. Neither of the 2 shipping options I typically use were showing up. I went to the USPS website, bought shipping directly from them, and then had issues with their website. I could not get the label to load for printing. I kept trying every few hours and the issue never resolved.
After searching seller forums for how to use FBA stock to fulfill a FBM order, I followed instructions someone from Amazon had posted in a thread posted by another seller and shipped the order via MCF. The item was shipped one day late, however it was delivered 4 days prior to the end of the delivery window--sooner than it would have been delivered if I'd used USPS like usual. Amazon logistics delivered the package and the website showed the status as "Delivered."
The customer ended up filing an INR claim. I appealed, explaining the situation and pasting the tracking details in my response. My claim was denied, the reason I was given was that my response did not contain tracking information. I submitted a ticket to seller support, explaining that I did, in fact, providing tracking information, and that it was copied directly of Amazon's own website. The response I received simply said "We stand by our decision,."
It's too late to do anything about this case (it was 4 months ago) but I want to understand what I did wrong--or if Amazon is just being Amazon and finding me at fault regardless of whether I acftually was.
Is this problem that I shipped the order one day late? I know you have to ship on time to win an INR claim when your reason is you used Buy Shipping, but that's not the case. I appealed the claim because I had proof that the item was delivered, assuming that Amazon would consider their own tracking information to be reliable.
Any insight so I can avoid the same outcome in the future would be very much appreciated.
Thanks!
MCF order shows as delivered BY AMAZON - Customer won INR Claim
Order ID 114-7732937-8713025.
I received an FBM order and had issues with Buy Shipping. Neither of the 2 shipping options I typically use were showing up. I went to the USPS website, bought shipping directly from them, and then had issues with their website. I could not get the label to load for printing. I kept trying every few hours and the issue never resolved.
After searching seller forums for how to use FBA stock to fulfill a FBM order, I followed instructions someone from Amazon had posted in a thread posted by another seller and shipped the order via MCF. The item was shipped one day late, however it was delivered 4 days prior to the end of the delivery window--sooner than it would have been delivered if I'd used USPS like usual. Amazon logistics delivered the package and the website showed the status as "Delivered."
The customer ended up filing an INR claim. I appealed, explaining the situation and pasting the tracking details in my response. My claim was denied, the reason I was given was that my response did not contain tracking information. I submitted a ticket to seller support, explaining that I did, in fact, providing tracking information, and that it was copied directly of Amazon's own website. The response I received simply said "We stand by our decision,."
It's too late to do anything about this case (it was 4 months ago) but I want to understand what I did wrong--or if Amazon is just being Amazon and finding me at fault regardless of whether I acftually was.
Is this problem that I shipped the order one day late? I know you have to ship on time to win an INR claim when your reason is you used Buy Shipping, but that's not the case. I appealed the claim because I had proof that the item was delivered, assuming that Amazon would consider their own tracking information to be reliable.
Any insight so I can avoid the same outcome in the future would be very much appreciated.
Thanks!
2 replies
Seller_Hi7wbO2Kbo6bl
Further forum searching might have revealed the fact that while Amazon does not forbid sellers from using MCF to fill Amazon merchant-filled orders, they do discourage it.
Amazon declares that in the case of sellers using MCF for Amazon orders they will not reimburse for lost or damaged items.
You are ineligible for reimbursements if any of the following apply:
You use MCF as a way to remove items from a fulfillment center. Instead, create a removal order. For more information, go to Remove inventory (overview).
You use MCF as a way to fulfill any order placed on the Amazon website, including self-fulfilled orders, FBA orders, or any related shipments. Instead, use FBA. For more information, go to Get started with Fulfillment by Amazon (FBA).
Danny_Amazon
Hi there @Seller_jpVjhdAiHLt3n- thanks for joining us here on the forums. I am glad to see @Seller_Hi7wbO2Kbo6blhas already shared some sound guidance around MCF fulfillment and reimbursement eligibility. Chiming in to add a link to this help page which contains that information in case you'd like to read further.
From my review of that case and related claim, it does appear that the claim was denied due to no signature at delivery, compounded by shipping the order late, if that is helpful for future orders!
Thanks,
Danny
