A customer claims they didn’t receive an item over two months ago. I shipped it Priority USPS. It shows delivered to the address. The customer left a negative feedback. I contacted Amazon customer service, the negative feedback was removed, because they said that “clearly” they received the package. Fast forward to yesterday, they filed an A-Z claim. I provided tracking information. I am in awe at the email I received which is below. Now I need help. What should I do??
Hello from Amazon.
Thank you for responding to the A-to-z Guarantee claim on order 114-9776197-4034666.
After further review, we have debited your seller account for this claim. We took this action because the information you provided does not show proof of delivery to the buyer’s shipping address.
To protect against future claims, you may wish to use signature-required ship methods. For more information about our A-to-z Guarantee program, search on “A-to-z Guarantee” in seller Help.
If the buyer receives their order, please advise them to contact us at email@example.com to withdraw the claim.
We appreciate your cooperation in resolving this claim.
A-to-z Guarantee Program
Without signature confirmation, anyone who knows how to game the system can take your money. Figure a certain percentage for loss (when I had a brick and mortar I did the same for shoplifters) and build it into your item cost. Adjust your price accordingly and decide your cost threshold for paying for signature confirmation.
I order stuff for my business from amazon all the time, and USPS marks it as delivered and it doesn’t come to my house. PERIOD. USPS delivery notification doesn’t mean *ANYTHING* Sometimes it will be marked delivered days before it shows up, and sometimes its marked delivered and doesnt show up. I think some issues are scammers, and some issues fall on USPS.
The protection is to get signature confirmation on everything you ship that you cannot afford to lose. Every seller has a threshold, mine is $100. Unless an order is going to a freight forwarder, apt. complex or a business, I don’t ship with SC on orders under $100. Figure out your threshold and factor the cost of SC into your price/shipping.
What I would do is file a claim w USPS. Statae that your customer claims the item was never delivered/ When they reply that the item was delivered to that address, I would forward their info to Amazon. If it wasnt delivered, and iit was shipped first class then the item was insured & USPS should cover it. Worth a shot. With virtually every customer claiming defects or non delivery its looking like MF is no longer an option.
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