USPS Delay caused A-Z Claim
A package was delayed due to USPS. The customer filed a A-Z claim saying the package was never received. The refund was granted and the package arrived.
The shipping was purchased through AMAZON and it is clear that it took a long time for USPS to enter notification of a delivery onto their (USPS) system. Additionally AMAZON can see in the tracking that the item was eventually delivered.
AMAZON has negativity affected our account health even though the item shipped on time and was eventually delivered. Not sure how a USPS delay, customer getting a refund and package getting delivered late can be our fault.
We typically have 0% late shipping and 100% valid tracking. Its like all AMAZON can see is that the customer says they did not receive their order.
Does anyone have experience with getting an issue looked at by a real person with the ability to look at the tracking, apply common sense and properly remove the negative health rating?
USPS Delay caused A-Z Claim
A package was delayed due to USPS. The customer filed a A-Z claim saying the package was never received. The refund was granted and the package arrived.
The shipping was purchased through AMAZON and it is clear that it took a long time for USPS to enter notification of a delivery onto their (USPS) system. Additionally AMAZON can see in the tracking that the item was eventually delivered.
AMAZON has negativity affected our account health even though the item shipped on time and was eventually delivered. Not sure how a USPS delay, customer getting a refund and package getting delivered late can be our fault.
We typically have 0% late shipping and 100% valid tracking. Its like all AMAZON can see is that the customer says they did not receive their order.
Does anyone have experience with getting an issue looked at by a real person with the ability to look at the tracking, apply common sense and properly remove the negative health rating?
3 replies
Stevie_Amazon
Hi there @Seller_1pg1XWHLhIdMc,
Thank you so much for reaching out in the Forums. I am engaging a Community Manager to review this situation further.
All the best,
Stevie.
Josh_Amazon
Hello @Seller_1pg1XWHLhIdMc,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand that you would like support with an a to z claim that was granted in favor to the customer, even when the refund was granted and still the package arrived, having an impact on your account health.
To help further, do mind confirming if a case with Seller Support has been created for this? if so, please share with me the case ID. Also, share with me the order ID in question.
Kind regards,
-Josh
Seller_hw4UxHgx2KdMU
This just happened to me...I took a picture of the Shipping label and wrote a letter that I turned into PDF that says NO RETURN BECAUSE CUSTOMER STATES THEY NEVER RECEIVED THE ITEM, NO PICTURE OF RETURN BECAUSE PACKAGE WAS DELIVERED TO THE CUSTOMER AS PROMISED. I THEN TOOK A SCREEN SHOT OF THE AMAZON SHIPPING IN THE SELLER CENTRAL APP showing the package was delivered.
By doing this it was the FIRST SAFET CLAIM I EVER WON
