a to z claim granted even with product delivered.
I got an A to Z claim, which was granted because the buyer said that the tracking number was not there, but was there and what happened was that USPS got delayed and delivered the product late.
After that, I got a message when accessing the A to Z claim that amazon was aware that the buyer received the product and was asking the buyer to return the refund or return the product, the buyer didn't do any of the options, so I appeal on the A to Z claim after some time and got denied on my appeal.
I need a moderator to help me take this A to Z claim out of my account and get me refunded or my product returned, please help.
USPS tracking number 9261290986417533898161
Case ID 14771609341
Thank you.
10 replies
Seller_4zBzdtgCyS9EI
Keep up to date with new policies.
If the buyer does not return the product, they will automatically be recharged and you will be refunded after (I believe) 15 days
Seller_7waIN4RwQxtBP
Hello,
Can someone from Amazon resolve or escalate this, please?
Thank you
Tatiana_Amazon
Hi @Seller_7waIN4RwQxtBP,
I have looked into the order and the associated A-to-Z claim. While our team reached out to the buyer to confirm that they truly had not received the item, it will not automatically guarantee that the claim will be reimbursed.
The reason for this is if the customer confirms that they did not receive the item, our claims team will investigate the claim as normal. This means they are looking for things like valid tracking (which we see that you had), but also proof of on time shipment and use of Amazon Buy Shipping. You can learn more about the things they look for here.
In the case of this order, it looks like the carrier did not receive the package until after the ship by date (first scan must show on or before the ship by date, and a first scan is defined by the shipment being fully received by the carrier), and Amazon Buy shipping was not used. For orders that are claim unreceived, Amazon is only able to reimburse on shipments that both meet the ship by date and were shipped using Amazon Buy Shipping.
I realize this is likely not the response your were hoping for, but I do hope this provides a bit more context.
Tatiana
