A-Z Claim for order that was not returned
We had a a-z claim against us for a order that the customer did a returns on but we never received the item back. The a-z was granted and we have appealed this but was denied. The returns was with hermes which is amazons courier. The tracking clearly shows this not being delivered back. Can someone please look into this?
A-Z Claim for order that was not returned
We had a a-z claim against us for a order that the customer did a returns on but we never received the item back. The a-z was granted and we have appealed this but was denied. The returns was with hermes which is amazons courier. The tracking clearly shows this not being delivered back. Can someone please look into this?
12 replies
Seller_AyesGyWcEZ0pc
Please see attached the returns which clearly shows not being delivered back
Seller_EpXPhVLnbs8X3
this is a seller forum, if you want someone to look into it, you have to tag moderators by name into the thread and provide your case number
Kam_Amazon
Hey there, @Seller_AyesGyWcEZ0pc, thanks for bringing this to the forums.
We'd like to look into this further for you. Could you please share the Order ID associated with this claim? Once we have that, we can review the details and determine if there's a path forward.
Also no need to tag a mod, but if there's ever a situation you need us to look in to, providing as much detail as possible is a great start. Order IDs, Case IDs, claim numbers, etc.
Ok, that's all for now. Once you get us that information we can begin.
Seller_AyesGyWcEZ0pc
Hello
Thank you for messaging me. The order number is 203-8904863-1825939#. We appealed this and was denied. We also opened up a case and the case log number is 12973181722.
As you can see by my attachment this was never delivered back.
Regards
Kam_Amazon
Thanks for providing those additional details.
We've had a chance to look into this claim and wanted to share some context. In this case, the return was sent via a prepaid return label, and because the package was damaged in transit and never delivered back to you, the claim was granted under the policy that holds the seller responsible for the return shipping method. The recommended path forward here is to file an insurance claim directly with Hermes for the undelivered return package, as they would be liable for the loss in transit.
Going forward, one way to add protection on your shipments is to use Amazon's Buy Shipping services for outbound orders. When you purchase shipping through Amazon, you're eligible for additional protections on claims related to delivery issues, which can shift liability away from you in situations like this. We know this doesn't undo the frustration here, but it can help prevent similar outcomes in the future. If you have any other questions, feel free to follow up here.
Seller_AyesGyWcEZ0pc
Hello
The returns was automatically accepted by Amazon. We do not have a Hermes account. Amazon is hermes courier not us. Why should we be contacting hermes when it is not our courier for the returns?
This a returns not us shipping out.
Why are we responsible for return shipping method when it is automatically accepted by amazon?
Seller_AyesGyWcEZ0pc
Hello Kam
Please see attached. It says if amazonm have provided the returns label which they have they are responsible for the returns. I have provided all of the information for you. We do not have a hermes account.
