Had to fund A-to-Z Claim even when we Used Amazon Buy Shipping!
We had customer claim they did not receive a package,"Package Didn't Arrive" and opened up an AtoZ claim. The item was shipped with label purchased from Amazon's Buy Shipping program. The item was purchased on Thu, Jun 19, 2025 at 5:38 PM PDT and shipped on Fri, Jun 20, 2025 at 4:47 PM PDT within the time period to be covered for protection under Buy Shipping. The item estimated delivery date given to buyer was between: Tue, Jun 24, 2025 PDT to Thu, Jun 26, 2025 PDT and the item was delivered on Tue, Jun 24, 2025 at 9:56 AM PDT according to tracking informaion. This is within time period given to buyer and therefore should be covered under Buy Shipping. Because the item was purchase from Amazon Buy Shipping Label, was shipped the next day and delivered within the time period given to buyer we should be protected under Amazon's Buy Shipping protection.
The AtoZ did not go against our OTR but we still had to fund. Are your funds no longer protected if you use Amazon Buy Shipping?
Mods please advise.
Had to fund A-to-Z Claim even when we Used Amazon Buy Shipping!
We had customer claim they did not receive a package,"Package Didn't Arrive" and opened up an AtoZ claim. The item was shipped with label purchased from Amazon's Buy Shipping program. The item was purchased on Thu, Jun 19, 2025 at 5:38 PM PDT and shipped on Fri, Jun 20, 2025 at 4:47 PM PDT within the time period to be covered for protection under Buy Shipping. The item estimated delivery date given to buyer was between: Tue, Jun 24, 2025 PDT to Thu, Jun 26, 2025 PDT and the item was delivered on Tue, Jun 24, 2025 at 9:56 AM PDT according to tracking informaion. This is within time period given to buyer and therefore should be covered under Buy Shipping. Because the item was purchase from Amazon Buy Shipping Label, was shipped the next day and delivered within the time period given to buyer we should be protected under Amazon's Buy Shipping protection.
The AtoZ did not go against our OTR but we still had to fund. Are your funds no longer protected if you use Amazon Buy Shipping?
Mods please advise.
24 replies
Seller_Sram36TnVt73c
You should still be covered so you need to appeal this until they make it right. It is usually helpful to cite the policy and a link to the policy in your appeal.
Make sure your carrier did a acceptance scan on or before the ship by date as shown on the carriers website and also check the order to make sure that the shipping label you purchased was claims protected.
Seller_xKhBglKvGXs31
Yes the item was scanned the same day shipped. Tracking 9300110571812670250895 - USPS. The only thing I am unsure of is the claims protected but they did protect my OTDR so I believe it was.
Josh_Amazon
Hello @Seller_xKhBglKvGXs31,
I understand your concern regarding the A-to-z claim and Buy Shipping protection. To help review your situation, could you please provide the Order ID? Also, if you've already contacted Seller Support, please share the Case ID.
This information will allow me to better assist you.
Kind regards,
-Josh
Seller_R2dP7Hunjcdj0
@Josh_Amazon,
I've reviewed your Order ID 111-8369780-1152221. While the package was delivered within the estimated delivery window, I noticed that the shipping label was purchased with a "Late Delivery Risk" alert.
According to our Buy Shipping protection policy, labels purchased with "Late Delivery Risk" alerts are not eligible for protections. You can review this policy here: Amazon Buy Shipping protections.
This is why the claim was not protected under the Buy Shipping program in this case.
As an Amazon Seller who had genuine concern IF the Seller Protection Policy had indeed failed, I was VERY HAPPY to read that (once again), this was a case of the Seller NOT being within Policy Parameters, AND falsely representing their "Claim" on this Forum.
It is your (the MOD) reply that helps to put to rest the "Conspiracy Theory" that Amazon does NOT actually honor the Policy. Please continue to post the results of the the TRUTH behind that (almost daily) posts claiming that "Amazon did not honor their Policy" in this matter.
In OUR experience, Amazon has been 100% correct in the application of the policy.
I wanted to Thank You for setting the record straight in this case.
Please continue to do do. Your input really helps!
Seller_T6xAidkaKl8m4
yeah theyve been doing that.
amazon is a joke at this point
Seller_oDXVaydIpi3Hi
Been happening more and more the last couple of years.
Seller_WacZD1RCGAz4k
yeah so i never use the Amazon Shipping for FBM anymore. I read their policy but it looks like we can claim but the truth is you cant.
Seller_3xZhfSUQsfek8
I am noticing that Amazon is putting "new" language in many of their policies when denying any type of claim but you cannot find the same language when you look at their policies.
Seller_R2dP7Hunjcdj0
I find this to be very true, especially on this Forum.
And as the MOD explained, the OP's situation involved the Seller shipping OUTSIDE of the "Claims Protected" policy:
"I noticed that the shipping label was purchased with a "Late Delivery Risk" alert.
So, the Seller OP conveniently neglected to include this info in their original post, and it changes the responsibility from Amazon to the Seller.
Choosing a shipping method that displays as "Late Delivery Risk" was a deliberate choice by the Seller, and carried risk.
And they alone bear the responsibility IF their choice comes back to bite them.
Yes, it appears that too many people choose to believe whatever headline already supports their position, and never seem to actually take the time to READ and RESEARCH the facts BEFORE they post their opinion.
I too have MANY complaints about how Amazon operates, and I believe these complaints are not only Valid, but if resolved would directly result in increased sales for Amazon Sellers, and so for Amazon itself.
But NONE of these complaints involve Amazon NOT following their Policies. And as more and more decisions are made by A.I. instead of Humans, the likelihood for inconsistencies in the application of the Amazon Policies reduce to almost nothing.
The "Thumbs-Up / Thumbs-Down" buttons were intended to indicate the Factual Veracity of the Post, and NOT simply a way of "Flaming" a post that you simply don't like. As they say, "The Truth Hurts", and being an adult means accepting uncomfortable facts and living within their boundaries. To those who simply don't like the message I say: stop "Shooting the Messenger".
The prevalence of Negative thumbs-Down votes on my OP, as well as the posts defending the OP ONLY PROVE that these people did not bother to read the Facts of the matter before choosing a side.
My defending Amazon for doing the right thing by following their policy is due to the fact that:
As an Amazon Seller who had genuine concern IF the Seller Protection Policy had indeed failed, I was VERY HAPPY to read that (once again), this was a case of the Seller NOT being within Policy Parameters, AND falsely representing their "Claim" on this Forum.
In other words, IF the OP Seller HAD been right, this would be HUGE and IMPORTANT NEWS for ALL Amazon Sellers.
And for all those who continue to give life to the FALSE narrative that Amazon does NOT follow their own Policy in this matter, I "Double-Dog Dare You" to post the PROOF that Amazon made the mistake and did not Reverse on Appeal.
I have YET to read of one case where this has NOT been either reversed on Appeal or the OP Seller had falsely represented their case.
I realize that accepting reality in this matter will be hard for some, but the truth is the truth, even if one chooses to believe otherwise.
Thanks for the support from those who offered it.
Seller_1XRSgCuIlppbp
If the order was placed on the evening of June 19, and shipped on the evening of June 20th, then why would they get a "Late Delivery Risk" alert? From this it would seem that the package was scanned as received at the end of the following day.
