a to z claim for package lost in transit
i have a package which is lost in transit and the buyer contacted me. if i ask the buyer to open an a to z claim, will it count against my order defect rate?
5 replies
Seller_4zBzdtgCyS9EI
That depends. Was the package scanned in as RECEIVED and IN THE HANDS of the carrier by the ship by date?
Seller_WBnGS7Ix3XiDX
That is a really good response from@Seller_4zBzdtgCyS9EI.
If it was scanned in by the next day, then you should tell the buyer to put in for an A to Z claim.
When I get one of those, I check my dates as Nuts again said, by checking the postal scan, or UPS.
Then I send over a template that I have made explaining, very nicely, that since I did my due diligence by shipping out, but it got lost, that they can absolutely request a full refund, with instructions on the steps. You can save the info for future situations. It will save you time.
It does not go against you if the carrier situation works out.
Seller_4zBzdtgCyS9EI
That doesn't matter. You need a scan that shows the package "received" by carrier., in their actual hands by the "ship-by" date. Not "carrier picked up package" that's just a scan sheet scan and doesn't proof they actually got this package
KJ_Amazon
Hello @Seller_uHB21OKrkoEpw Thanks for that question about delivery issues and A-to-Z Claims.
@Seller_4zBzdtgCyS9EI and @Seller_WBnGS7Ix3XiDX provided you with good information.
If you purchase Amazon's Buy Shipping and ship on time, you are protected against A-to-z Guarantee claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Does the tracking for the shipping show that it shipped by the "Ship By" date?
