@Auto_guy1 posted a new topic, subject "Customer Returns w/Amazon Label > UPS Loses Package > Amazon Debits Our Account". It read:

   A customer returned merchandise with an auto-generated Amazon UPS return label. UPS lost the package. When we tried to file a UPS claim (as suggested by seller support), UPS closed the claim and stated the Amazon must be the one to file the claim because it is a label that was created under  
    Amazon's UPS account. I called into seller support several times attempting to get Amazon to open a UPS claim properly on their end (as instructed by multiple UPS representatives), but was repeatedly told that we should somehow be able to file the claim directly with UPS, which is absolutely not possible.
    
    Additionally, Amazon seller support simultaneously advised us not to refund the package. They cited a specific policy stating “As per our help page Manage seller-fulfilled returns, sellers are required to wait until the returned package is received before processing a refund” . Now, an A-Z claim was granted to the customer and the claim was counted against the order defect rate; we never received the returned goods because UPS lost the package, and are now left with a $950 loss, damage to our account health, and zero recourse since Amazon refuses to acknowledge that it's their responsibility to seek reimbursement from UPS.

Then @C.W.B (CWB) said

    Did you appeal the Az claim mentioning in bullet points the events and policies? We've been able to revert the defect ding, and not reimburse for similar situations.  
    If you haven't, you can revert the ding and r3cover the money. Just appeal it, and be sure to mention the events as you did here. Be sure to mention at the end something like: “please, remove the metric hit. We were not able to get the return…”

So @Auto_guy1 replied

    I just submitted an appeal citing the UPS claim number and Amazon's UPS account number to which UPS forwarded claim details to (UPS says details of the claim were sent directly to Amazon). I also included the case id's in which seller support explicitly instructed us not to refund until return merchandise is received. However, I already included these facts in the initial response to the original A-Z claim, which was still granted to the customer and counted against our account health within a matter of a few hours. Hopefully the outcome is different this time.

Then @Auto_guy1 said

    As expected, the appeal has been denied. This is absolutely unacceptable that Amazon would instruct a seller to not issue a refund until an item is received, then punish the seller for following the guidelines, and rob the seller of the entire order amount. On top of that, they refuse to seek reimbursement from UPS for the package that UPS lost under an Amazon's own UPS account. Simply unbelievable and outright unfair.

After which, @Mandireed (Mandireed) added

    Yes, this is absolutely arbitration eligible and needs to be mentioned. I know you already did an appeal. But in the returns section of amazon policy, it even goes into greater detail stating the customers should be going to ups and purchasing insurance for anything over $100 and signature confirmation as well. I was just reading it myself to get ready for the same thing on a $700 item. I know you have used your appeal, but something has to be done here.

So @Auto_guy1 replied

    It's interesting that Amazons seller support consistently says that it's not an Amazon shipping label, when in the appeal, I actually provided them with their own verified UPS account number that UPS gave to me. Every time I've called Amazon they claim it's not their UPS account. Clearly no other party other than the UPS account holder can file for reimbursement on a lost package.

Then @Auto_guy1 said

    Are there any other sellers here that can offer advice if you've had a similar situation where an auto-authorized return package was lost in transit by UPS? There seems to be no documentation regarding lost packages for Amazon auto-authorized return labels; the only documentation that deals with lost return shipments refers to “buy shipping” labels for outgoing shipments, and return labels that the seller generates on their own shipping account (https://sellercentral.amazon.com/gp/help/G202175000). Every time I've spoken to seller support regarding this issue, they respond as if I have the authority to call UPS and file a claim under Amazon's UPS account. Each time I've called in, they refer to the same help article cited above: " Orders that are damaged or lost in return transit are not eligible for reimbursement from SAFE-T including the Amazon fees or outbound shipping label costs. Contractually, you are the shipper of record and may file a claim with the [carrier] to recover any loss." The problem is, we are NOT the shipper of record on auto-authorized labels, and CANNOT file a claim. Amazon must file the claim as they are clearly the shipper of record. I've found at least 2 other cases where Amazon has punished sellers and debited funds for lost return shipments that should be reimbursed by UPS. It is outright wrong for Amazon to be damaging sellers' account health AND debiting an entire sale for a case where UPS has lost merchandise under Amazon's UPS account.
    
    Amazon Prepaid Return Lost after drop off what to do General Selling Questions
    
    > So I have a buyer that requested a return on August 13, 2019. They supposedly dropped off the package at a UPS Facility on August 28, 2019. The tracking shows Drop-off on August 28, 2019 but then nothing else. It was never brought to a UPS Facility, or anything. I will attach a picture to show this. I received an email from the buyer today stating they dropped it off on the 28th and they have not received any refund yet. What are we supposed to do in this scenario? [Capture]
    
    Return "Lost" in Transit - Lost A to Z Claim? Selling on Amazon
    
    > Honestly I am posting this in hopes of one of Amazon staff seeing this and perhaps offering some assistance, as I believe my situation is being butchered by Amazon A to Z Claim. An item I sold was damaged in transit to the buyer and the buyer submitted for a return which was auto approved and label provided by Amazon. Being that it was a high dollar item and it was fully insured, I also went ahead and called UPS to start a damage claim. Turns out, filing a claim when you use Amazon Buy Shipping…

@Regulater (Regulater) replied

    I was unable to file anything. Safe-T didnt work, Amazon didnt work, and UPS didnt even send the check in the end. So I was completely out on my case with no pattersontimothy@example.net. Even the $100 UPS Check never came.

So @Auto_guy1 replied

    Amazon responded again regarding the claim decision, falsely claiming that the return was delivered even though the UPS tracking clearly shows the package was lost. It seems like no one reviewing cases even looks into the details. Again, they also suggest following up with the courier, even though UPS won't let anyone but Amazon file any claim on the lost package.
    
    “ Why was my appeal denied?  
    We have reviewed all available information and confirmed that the merchandise for the order was correctly returned on 01/30/2021. Since you are responsible for this return, we have reimbursed the buyer and debited your seller account. We recommend that you follow up directly with your courier.”

After which, @LoloJojo (LoloJojo) added

    I've managed to file a claim with UPS on 2 separate cases without issue. However, once I submitted all documentation, the claim was paid out to Amazon, both times.  
    Amazon deducted my account to refund the buyer then got paid because I did the work of filing the claim. My UPS account rep says that we have no standing to be paid as we are not the shipper of record. UPS recommends that we contact Amazon to be reimbursed as that is who received the check for the claims I filed.  
    I tried that, but just got the same canned response that sellers are responsible to file lost package claims for prepaid labels. Explaining that I had filed the claim and it had been paid, to Amazon, got me nothing except an uptick in blood pressure.  
    I no longer waste my time filing claims so that Amazon can pocket an extra profit. Add the losses into the cost of doing business, raise your prices to cover them, and move on.  
    It's not a good system, but it's the one we're bound to if we want to sell on their platform.

@Auto_guy1 replied

    Amazon repeatedly denied appeals on this and never returned the money. Any suggestions on next possible course of action? This seems like a blatant violation of Amazon's own policies; it also blatantly contradicts the fact that Amazon Seller Support explicitly told us numerous times through messages not to refund the order unless it arrives back. Not to mention the fact that the customer who ordered and returned the item had ordered multiple times and returned 100% of their orders - it appears that they managed to get UPS to scan their final return package without actually turning it over to the carrier (they established legitimacy by returning their first order, then their subsequent return was mysteriously “lost” with only an origin scan and no other scans). Amazon was also made aware of this suspicious activity, and again did nothing.

After which, @system (system) added

    This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.


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