FBM 100% Refund - INR - Item delivered with POD
Hello sellers, looking for your guidance please on Amazon Refunds
1) FBM Order was shipped with BuyShipping DPD. Shipped on time. Delivered on time.
2) Proof of delivery photo is available with the customer standing in it and the front door open.
3) No message from customer. No refund request. No A-Z claim.
4) Amazon has issued a full refund for item not delivered
I checked the SAFE-T route but it seems not to cover item not delivered route.
We have full photo evidence of the item inside the customer home with them in the picture at the doorstep.
The Amazon policy seems to say we should contact DPD to claim for this but we arent the account holder (buyshipping) and the claim will be denied anyway because there is clear proof of delivery.
We have followed all the processes and used buyshipping but dont seem to be able to contest or claim for an incorrect refund decision.
FBM 100% Refund - INR - Item delivered with POD
Hello sellers, looking for your guidance please on Amazon Refunds
1) FBM Order was shipped with BuyShipping DPD. Shipped on time. Delivered on time.
2) Proof of delivery photo is available with the customer standing in it and the front door open.
3) No message from customer. No refund request. No A-Z claim.
4) Amazon has issued a full refund for item not delivered
I checked the SAFE-T route but it seems not to cover item not delivered route.
We have full photo evidence of the item inside the customer home with them in the picture at the doorstep.
The Amazon policy seems to say we should contact DPD to claim for this but we arent the account holder (buyshipping) and the claim will be denied anyway because there is clear proof of delivery.
We have followed all the processes and used buyshipping but dont seem to be able to contest or claim for an incorrect refund decision.
3 replies
Seller_k2X0L9mVRT0pW
Just a thought but was tracking entered at time of dispatch- if not it could show as late even if it wasnt
NR_Amazon
@Seller_FCBbKzXTYerx4 Hello there, and thank you for posting to the forums! Since Amazon issued this refund (likely through an A-to-Z claim or similar buyer protection mechanism), you should:
- Check your Seller Central account under Performance > A-to-Z Guarantee Claims to see if there's a formal claim filed
- If a claim exists and you haven't appealed yet, you must file an appeal within 30 days of the decision
- When appealing, provide your proof of delivery photo and any tracking information showing successful delivery
Since you used BuyShipping through DPD, Amazon's Buy Shipping Claims Protection may apply if:
- The label was marked as "Claims Protected" (check your order details)
- The order was shipped on time (confirmed by carrier's first scan)
- You can demonstrate the buyer was at fault or the delivery was successful
If you need any further assistance during this process, don't hesitate to reach out to Seller Support to investigate further!
NR_Amazon
