Amazon Refunded an Order Despite it Arriving on Time
We randomly received a refund notification a few days ago where the reason was "Unable to deliver". We had no communication from the customer, no AtoZ claim, nothing. So we looked into it, the package was on its way to the customer and due to be delivered the next day. So we made sure the item was delivered then upon Amazons advice we raised a SafeTClaim to have the money reimbursed. The item was delivered on time with no delays etc. It was a perfect transaction. The SafeTClaim has been denied because we didnt use Amazon Buy Shipping! We used Shipstation which has our own UPS rates attached to it. Previously labels bought through Shipstation were covered for any AtoZ claims etc but despite that, there was no AtoZ claim anyway! It was delivered on time and correctly. So now we face losing $240 all because Amazon decided to refund our item a day before it arrived! How is this allowed???
Amazon Refunded an Order Despite it Arriving on Time
We randomly received a refund notification a few days ago where the reason was "Unable to deliver". We had no communication from the customer, no AtoZ claim, nothing. So we looked into it, the package was on its way to the customer and due to be delivered the next day. So we made sure the item was delivered then upon Amazons advice we raised a SafeTClaim to have the money reimbursed. The item was delivered on time with no delays etc. It was a perfect transaction. The SafeTClaim has been denied because we didnt use Amazon Buy Shipping! We used Shipstation which has our own UPS rates attached to it. Previously labels bought through Shipstation were covered for any AtoZ claims etc but despite that, there was no AtoZ claim anyway! It was delivered on time and correctly. So now we face losing $240 all because Amazon decided to refund our item a day before it arrived! How is this allowed???
17 replies
Quincy_Amazon
Hello @Seller_RnoJYdlqCE5Tw
Thank you for posting your inquiry to the Forums.
Do you mind sharing the SAFE-T Claim ID number or the Order ID number? I'd like to get another set of eyes on the claim for you.
Regards,
Quincy_Amazon
Seller_W3ws4uSaHS30d
Amazon only backs you in shipping claims if you buy the shipping from Amazon. Dumb but something you should be aware of going forward. Trust me i've been burned. Customers say INR, tracking shows delivered. They will give the buyer a refund and won't refund you back (if you didn't buy shipping through amazon)
Seller_z5LCkXpZbn62V
same here, I have refunded before the product on the hand. Full refund. Amazon even don’t think. When I received the product with minor damage on inner box. I paid more than double for shipping I open safe T claim not work out. Getting worse and worse selling here.
Seller_teJJS3Io16ofw
Amazon customer service will not look into any case that a customer is claiming when it comes to third-party sellers. They exist for Amazon not sellers on Amazon. They will not look into anything to find a delivery date. If a customer says the item has not been received they will proceed the way they know how. Usually, they pass the note onto the seller but looks like they just took action in your case. Unless Quincy can pull something to resolve this you won't get your money back.
Of note: We put signature confirmation on any packages over $100 as Amazon will ask for it when a customer calls and says the package was not received.
Seller_qWqFyEZmuEp42
We also sell on Walmart. We were shocked to discover this season that their customer reps were actually told to refund if the seller didn't resolve it the first time. This means that if you said, "Sure, you can return that. Here's your label", the buyer could call back and get it for free. The Rep admitted this to us.
As they are overeseas, what I gathered is that they get rewarded for pleasing the customers and not us.
We can't win.
Seller_HCKmA2tMhZ4jE
Our experience is that amazons return process never follows one process. It makes no sense. Amazon really should encourage buyers to work the sellers to discuss and resolve issues. Bottom line is that amazon does not care either way.
