Using Buy Shipping - Protection From A to Z Claims?
We have had a customer submit an A to Z Claim for order not delivered, however, the tracking shows that it was delivered. The carrier was Hermes and they were booked through Amazon using the Buy Shipping function. I thought that using Buy Shipping protected us from A to Z Claims for non-receipt of goods but Amazon have upheld the claim and refunded the customer from our funds, although it hasn’t gone against us as a defect. The actual response from Amazon is posted below.
Could someone please confirm if we should have been covered for such a claim and if so, is it worth an appeal?
Thanks
Copy of Amazon response:
Hello,
We have granted an A-to-z Guarantee claim of GBP 38.99 on order XXX-XXXXXXX-XXXXXXX. We have charged your account. This claim does not count against your Order Defect Rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the customer claimed an issue with delivery and tracking information you provided was either insufficient or the order was not actually received by the customer.
Why is this happening?
If you disagree with our decision and have new information for our investigation, please submit an appeal within 30 calendar days on your A-to-z Guarantee claims page in Seller Central:
6 replies
Seller_BS5lg2keRs2QO
The protection is not having them impact your account health, you still have to compensate the buyer:
A-to-z Guarantee claims : If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
Seller_yOhyJfXJHkPpt
I love that their response said this:
In this case, the customer claimed an issue with delivery and tracking information you provided was either insufficient
Bearing in mind that you bought the service from Amazon
Seller_tRuvBEHDedp4q
If tracking shows item was not delivered then you still have to refund even if label was bought via Buy Shipping.
Buy Shipping is ‘supposed’ to protect your metrics but not AtoZ claims - but see my post I just created where Buy Shipping has created an invalid tracking number meaning my OTD metric has also taken a hit.
Seller_xUKHc5xSYJmI4
A facility designed that allows sellers to use the buy shipping but does not protect the seller against A-Z claim ?
Seller_DROodOAYHftnc
This is where it falls down though because for most claims the buyer hasn’t even contacted the seller to allow the seller to have a chance to ‘reach a resolution’.
