Countries
Read onlyI will keep it brief,
MFN (non prime) order sent via Amazon Shipping.
Package reaches the local delivery hub to the customer and then no more scans/updates
EDD+7 (last estimated delivery date + 7 days) for this order is 28th November. Which is the this date Amazon Shipping then consider the package lost and will allow a claim for a lost package.
Meanwhile A/Z Claim opened on 24th November and found in favour of customer.
Customer wants the item - and was frustrated at the lack of information available from Amazon Customer services.
We do not think the customer opened the claim or asked for the claim to be opened.
But this a/z has left us a defect (even though sent by Amazon Shipping) and liablity for the refund (£74.00)
we appealed the a/z and received a patronising reply saying we had to despatch orders within 2 days . . . . and the defect stood.
One of the comments on the opening of the a/z claim from amazon customer support was that the order had invalid tracking which is why the claim was being opened - "as all orders had to have valid tracking."
the tracking on the order is correct and shows multiple scans within Amazon Shipping.
two more appeals and they say they stand by their previous decision.
so a package sent by amazon shipping
scanned by amazon shipping on time
but then delayed by amazon shipping (and delivered 2 days after the a/z claim but still within the edd+7 window of amazon shipping)
counts against our account!
can someone please take a look at this
@Julia_Amazon @Roberto_Amazon
Hello @Seller_Nprc5XWvdLYk9,
I spoke with the partner team about your case. Based on the shipment information you provided, it seems you didn't use Amazon's Buy Shipping service for this order.
That's the service used to determine if there was a seller fault for late deliveries.
For future reference, if you claim to use Buy Shipping but face shipping issues, please contact Seller Partner Support directly if your shipment details don't show Buy Shipping was used.
In this particular instance, it appears you used a different shipping method that we're not familiar with.
Could you provide more details on the shipping service you utilized? Having that information would help the partner team investigate further.
Thanks, Ezra
Hi @Seller_Nprc5XWvdLYk9,
I'm following up about your order ID: 202-3148948-9067513. Our partner team has thoroughly reviewed your case but couldn't find any evidence that Buy Shipping was used for this order. Because of this, they won't be able to remove it from your ODR metrics.
If you're sure you used Buy Shipping, please reach out to Seller Partner Support directly and explain your situation to them.
Thanks for your patience with this. Best Regards, Ezra