One of my customers, on November 18th, signed for a shipment that we sent to the customer and it was delivered accurately. However, on December 17th, a claim was made that the goods had not been delivered and the claims team awarded the customer compensation.
For this matter, I had appealed, but the claim team dismissed my appeal on the basis that there was no logistic track for the shipment, and I lost both the shipment and the money.
In response to this matter, I opened a number of Case, seek the help of the sales team, let them to tell the claims team about the delivery of my goods to prove success, which can prove that the goods are delivered accurately, there are a variety of proof. But as expected, there was no reply to all the messages. Please take a look at the whole bureau I submitted.
1, when the goods are signed for, there is a handwritten signature POD from the customer to prove that the goods have been delivered.
2, we queried the tracking number information through the carrier's official website, and there was a clear logistic track queried, please make sure that the goods were delivered, and the queried pictures and information were submitted to the customer and the sales team. However, the claim team said that there was no logistic track for the goods, and we are not sure where he went to check that there was no logistic track for my goods.
3, when the goods were delivered on December 18th, the carrier scratched the customer's car, the customer contacted us and said it was done while unloading the goods. But the Amazon Claims team, as if they couldn't see the message, still refunded the order amount and awarded the customer the payment for the shipment.
We submitted so much evidence to prove that my shipment was delivered, but the claims team did not recognize the information we submitted and closed our claim.
We are not sure, how can we prove that the goods were delivered? After providing so much evidence, we still can't prove that the goods were delivered, so what other information is needed to provide proof? Where did the claims team check the logistics track?
My money, goods, sales, and store ODR have all received serious repercussions. Who is responsible for this impact? What can sellers do to protect their rights?
